1.
OUR MISSION
IMPROVE OUR
CUSTOMERS’ FINANCIAL
LIVES SO PROFOUNDLY…
THEY CAN’T IMAGINE GOING
BACK TO THE OLD WAY

2.
THE ASK
The Ask
CREATE AN INTERACTIVE DEMO FOR THE CEO
(IN TWO WEEKS*)
Must address
_strategy
_customer pain points

3.
NO POWERPOINT!

4.
GETTING STARTED

5.
PERSONA MATERIALS
Background
_Mix of retail and service
_Has 3 employees
_Been in business for 3 years
Tools Used
_Excel
_Cash register
_Credit card terminal

6.
A SCRIPT

7.
CREATE THE
CUSTOMER’S SHOES

8.
PUT REAL LIFE
CUSTOMERS IN
THE CUSTOMERS’
SHOES

9.
REAL “INVENTORY”

10.
“HACKED” USABILITY LAB

11.
The reward for this hard work was to watch real
small business owners trying these prototypes
during lab sessions and asking “when can I have
it?” questions.
Tim Beschastnov
Sr. Product Development Manager

12.
WALK IN THE
CUSTOMERS’ SHOES
(AKA EATING OUR OWN DOGFOOD)

13.
TEAM WORK SESSION

14.
LIVE DEMOS

15.
NO LOGO

16.
OMG!

17.
HELEN’S HABITAT’S
MOVED TO A BIGGER
AND BETTER
LOCATION

18.
STAKEHOLDERS AS CUSTOMERS

19.
IN SUMMARY
Created the customers shoes
Put customers in those customer shoes
Put the team in the customer shoes (aka
eat our own dogfood)

20.
Increase in morale
A permanent space
Stakeholder Support
Use on other projects

21.
OUR EXPERIENCE
IMPROVED OUR
LIVES SO PROFOUNDLY…
WE CAN’T IMAGINE GOING
BACK TO THE OLD WAY

22.
Stock image $30
Printed on company
plotter - FREE
“Donated” or
“borrowed” items FREE
Props $35
Bookshelves and desk
in room - FREE

23.
THANK YOU!
MICHELE_MARUT@INTUIT.COM