Kaaren Hanson, Moving the Needle, WarmGun 2013

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc

they don’t really get design

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc

Get this s&%t out of my office

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc

Eeyore just brought us another

f%#@gbook.

share an experiencethat delighted you

@kaarenhanson @IntuitInc

help them feel it

@kaarenhanson @IntuitInc

scavenger hunt

@kaarenhanson @IntuitInc

theydon’tknowwhatto do

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc

design for delight

@kaarenhanson @IntuitInc

execs job:stayoutof the way

@kaarenhanson @IntuitInc

they lovemeasures

ratios

@kaarenhanson @IntuitInc

23%

30%

20%

predictions

Delight accounts for ~75% of the variancein Net Promoter Score

@kaarenhanson @IntuitInc

lessonslearned

@kaarenhanson @IntuitInc

createvisceral experiences

@kaarenhanson @IntuitInc

give execsa job

@kaarenhanson @IntuitInc

lean intonumbers

@kaarenhanson @IntuitInc

@kaarenhanson @IntuitInc