Digital Service Blueprinting at Intuit
I recently was interviewed by Jim Kalbach at Mural about how we’re leveraging Mural to do digital Service Design at Intuit. We are always looking to raise the bar of design culture and bridging the gap between theory and practice, and having a way to collaborate in real-time to build the Practical Service Blueprint has been key.
Go read the article here: Digital Service Blueprinting at Intuit — Interview with Erik Flowers
A few snippets. My original job:
I spent my first 2 years at Intuit working as part of the customer care experience team. I worked with what we call our Voice of the Customer leaders to take our customer’s top pains–usually indicated by call volume in the call centers–and map out those scenarios to define, diagnose, and remediate the issues.
On employee experience:
Employee experience is frequently overlooked in any company, but it’s one of the core tenets of service design and can be a massive accelerator in team efficiency and output. After all, how you deliver what you design is just as important as what you designed in the first place.
On our principles:
One of the phrases that is said a lot is “fall in love with the problem, not the solution.” Design thinking at its core, and even though I’m a broken record at this point, the goal is to act in service to the customer’s needs–and it just so happens we perform services and provide tools to do so.
Go read the whole thing here: Digital Service Blueprinting at Intuit — Interview with Erik Flowers
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