No results found. Please refine your search.
Blog Search
Press Shift + F on your keyboard to open the blog search on any blog page.

Success Story: Scaling Digital Service Blueprinting at Intuit

Written by 
Erik Flowers
February 2, 2020

Their Story

Intuit embraces service design to continually create and renew delightful customer experiences. This requires their product and support teams to work together to map, define, diagnose and resolve their customers' pains; but with globally distributed teams, creating the alignment needed for truly holistic solutions can be challenging.

To unite the organization, Erik serves as an internal consultant, working to improve the employee experience and collaboration process between design and development. He uses MURAL to work digitally, empowering cross-functional teams to share unique knowledge and insights, no matter their geographic location.

"That’s what I love about MURAL, it’s a virtual collaboration space that is easy to use, everyone 'gets' it, and it doesn’t try to reinvent collaboration — it just takes it to a new medium where there was no good option before."
Principal Designer, Intuit

How they do it

  1. Create digital Service Blueprints and invite all team members
  2. Open a video conferencing channel to see each other’s faces
  3. Collaborate remotely to share knowledge and assemble information
  4. Continue iterating individually after group working sessions
  5. Establish shared processes for teams to adopt throughout the organization

Take Action


This template, designed by and used within Intuit, is ready to be duplicated and used in your own projects so you can start taking action right away.

Create a mural in your workspace from the template below:

Update: Erik Flowers has now joined MURAL as Sr. Principal Design Strategist. Want to join our team of imagination workers around the globe? Check out our open positions and apply today!

About the author

About the authors

Erik Flowers

Principal Designer
Formerly the Principal Experience Designer at Intuit, Erik is a well-known and respected service designer and head of the Practical Service Design community.