Published on February 14, 2014
OUR MISSION IMPROVE OUR CUSTOMERS’ FINANCIAL LIVES SO PROFOUNDLY… THEY CAN’T IMAGINE GOING BACK TO THE OLD WAY
THE ASK The Ask CREATE AN INTERACTIVE DEMO FOR THE CEO (IN TWO WEEKS*) Must address _strategy _customer pain points
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
CREATE THE CUSTOMER’S SHOES
PUT REAL LIFE CUSTOMERS IN THE CUSTOMERS’ SHOES
“HACKED” USABILITY LAB
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
WALK IN THE CUSTOMERS’ SHOES (AKA EATING OUR OWN DOGFOOD)
TEAM WORK SESSION
HELEN’S HABITAT’S MOVED TO A BIGGER AND BETTER LOCATION
STAKEHOLDERS AS CUSTOMERS
IN SUMMARY Created the customers shoes Put customers in those customer shoes Put the team in the customer shoes (aka eat our own dogfood)
Increase in morale A permanent space Stakeholder Support Use on other projects
OUR EXPERIENCE IMPROVED OUR LIVES SO PROFOUNDLY… WE CAN’T IMAGINE GOING BACK TO THE OLD WAY
Stock image $30 Printed on company plotter - FREE “Donated” or “borrowed” items FREE Props $35 Bookshelves and desk in room - FREE
THANK YOU! MICHELE_MARUT@INTUIT.COM
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