Establishing service design and experience blueprinting as an organizational capability at Intuit
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Intuit's expanding ecosystem of interconnected products and services created increasing complexity. The boundaries between hardware, software, and service were blurring, requiring new approaches to prevent fragmented, incoherent customer experiences.
Joined as Intuit's first Principal Service Designer, functioning as a roving consultant facilitating service design initiatives across teams. Internal training workshops on service design methods. Service blueprinting integration into the Innovation Catalyst program. Cross-functional working sessions with surface-to-core analysis. Hands-on prototyping and design technology application.
Service blueprinting became a recognized organizational capability. Demonstrated effectiveness through conference presentations and external recognition. Measurable reduction in customer support contacts for major initiatives.