Close to one-third of the US economy flows through Intuit’s payroll, invoicing, and tax software. What drove such a dominant software company to reinvent itself as a design-driven company? The story begins in 2006, when Intuit found itself in a terrible position—flattening growth, sinking net-promoter scores, and a less-than-desirable innovation pipeline.
Suzanne Pellican describes how Intuit leveraged design at all levels of the company and was reborn, creating a culture based upon design thinking, experimentation, and risk taking. Highlights will include lessons learned over this nine-year journey, tips and tricks for designers to influence senior leaders and the C-suite, and tangible examples and results.
Suzanne Pellican is a Vice President of experience design at Intuit. For the past 13 years, she’s been redefining what design means at Intuit, transforming it from an executional function within product development to a mindset and capability that drives business strategy and innovation.
After coming of age as a product designer at Fitch and V2 Group, she joined the Quicken team as a principal designer and went on to become Director of Intuit’s Design for Delight program, which teaches design thinking skills across all job functions of the organization. In that role, she built a community of over 200 innovation catalysts who have run thousands of design thinking workshops and helped establish Intuit as a design-driven company.
Since then, Suzanne has taken on brand and design systems as Executive Creative Director of the small business group. By leading both craft and strategy, she ensures that design plays a central role in repositioning the QuickBooks brand as the global platform for small business and in defining a cohesive user experience across all of Intuit’s products.
A graduate of Ohio State and a diehard Buckeyes fan, Suzanne loves Friday cocktails with neighbors, camping, and the thrill of finding a good bargain. She lives in Menlo Park with her husband and three kids.
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