UXPA Boston 2014 презентация

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

Слайд 1UXPA BOSTON 2014
 
BEYOND PERSONAS:
CREATING AN IMMERSIVE CUSTOMER EXPERIENCE

Michele Marut

and Duncan Wannamaker

Слайд 2IMPROVE OUR CUSTOMERS’ FINANCIAL LIVES SO PROFOUNDLY… THEY CAN’T IMAGINE GOING

BACK TO THE OLD WAY


INTUIT MISSION


Слайд 3BACKGROUND
Goal
My role
Product Manager (PM)
RDP


Слайд 4POINT OF SALE (POS) DEFINED


Слайд 5STRATEGY


Слайд 6The Ask
THE ASK
Must address
strategy
customer pain points

CREATE AN INTERACTIVE DEMO

FOR THE CEO

Слайд 7 NO POWERPOINT!


Слайд 8GETTING STARTED


Слайд 9 PERSONA ELEMENTS
Background
Mix of retail and service
Has 3 employees
Been in

business for 3 years

Tools Used
Excel
Cash register
Credit card terminal



Слайд 11TELL ME, I’LL FORGET SHOW ME, I’LL REMEMBER  INVOLVE ME, I’LL UNDERSTAND
- Chinese

proverb

Слайд 13A SCRIPT


Слайд 15CREATE THE CUSTOMER’S SHOES


Слайд 22PUTTING REAL CUSTOMERS IN THE CUSTOMERS’ SHOES


Слайд 23 REAL “INVENTORY”


Слайд 24 “HACKED” USABILITY LAB


Слайд 25

The reward for this hard work was to watch real small

business owners trying these prototypes during lab sessions and asking questions like “when can I have it?”
Tim Beschastnov
Sr. Product Development Manager


Слайд 26WALK IN THE CUSTOMERS’ SHOES (AKA EATING OUR OWN DOGFOOD)


Слайд 27 TEAM WORK SESSION


Слайд 28 LIVE DEMOS


Слайд 29 NO LOGO


Слайд 32HELEN’S HABITAT’S MOVED TO A BIGGER AND BETTER LOCATION


Слайд 34 STAKEHOLDERS AS CUSTOMERS


Слайд 35WHAT WE DID
Created the customers shoes
Put customers in those customer shoes
Put

the team in the customer shoes (aka eat our own dogfood)


Слайд 36EMPATHY
Stakeholder support
A better product
Increase in morale
Wide range of uses


Слайд 37IMPROVED OUR OUR LIVES SO PROFOUNDLY… WE CAN’T IMAGINE GOING BACK

TO THE OLD WAY


OUR EXPERIENCE


Слайд 38Stock image $30

Printed on company plotter - FREE
Bookshelves and desk

in room - FREE

“Donated” or “borrowed” items FREE

Props $35


Слайд 39LEARN MORE
Watch a video of the room and get other details

here -
http://awards.designforexperience.com/gallery/2013/promoting-empathy-for-users/intuit




Слайд 40MICHELE MARUT
MICHELE_MARUT@INTUIT.COM
@MICHELEMARUT


THANK YOU!

DUNCAN WANNAMAKER
DUNCAN_WANNAMAKER@INTUIT.COM
@JDWANNAMAKER


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