My slides from the 2014 Adaptive Path Service Experience Conference where I talked about the first year of establishing a service design practice at Intuit.

1. Erik Flowers @Erik_UX
November 13-14
San Francisco
Building Service Design
Capability at Intuit
A Service Design Odyssey

2. Service Experience Conference 2013

3. Erik Flowers
Principal Service Experience Designer
Service Design Change Management Instigator

4. Prologue
Landscape

6. Cloud
Desktop
Mobile
Payments
Mobile Payments
Payroll Services
Accounting
Apps
Enterprise
Employer compliance
Checks, supplies
CRM services
Tax Prep
Tax Filing
Tax Education
Tax Forms
Mobile Filing
Refund Cards
Personal Finance
Banking
Budgeting
Home Loans
Recommendations
Personal Finance
Banking
Budgeting
Mobile Budgeting
Free

10. “Intuit is a design-led company.”
Intuit CEO Brad Smith

16. Part I
The Small Step

22. “I’ve worked in this service area for six years,
and I’ve never seen the end to end experience.”
Backstage participant

24. Part II
The Bigger Step

32. “This is what I mean when I say we
need to work end-to-end.”
-Sr. Vice President

33. Part III
The Invasion

45. Part IV
Mission Critical

47. Find allies who
already just “get it”

48. Make your intangible
work tangible

49. Make your intangible
work tangible

50. Understand each-
other’s motivations

51. Leverage existing
objectives

52. Keep the PR
campaign going

53. Embrace the cultural
immune system

54. Epilogue
The Beyond

57. Erik Flowers @Erik_UX
erik@helloerik.com
art by David Hallangen @HALLANGEN_art