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Design for Delight

Design for Delight

Design for Delight Template

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Design for Delight

Innovate

Design for Delight is a set of principles that describe how we innovate at Intuit. We apply these principles to develop bold new ideas, continuously delighting our customers. Our goal is to fall in love with the customer’s problem, not a solution.


Within this toolkit you’ll find the three principles: Deep Customer Empathy, Go Broad to Go Narrow, and Rapid Experiments With Customers. These methods are rooted in design thinking and provide a customer-centered approach to problem solving.


Step-by-step instructions are included within each exercise, and many have downloadable worksheets and guided facilitation to make virtual collaboration easier.


Click below to explore the MURAL templates we crafted for your use, and be sure to check out the
Design for Delight toolkit to learn more about the full suite of methods available!

Deep Customer Empathy

Deep Customer Empathy creates shared understanding, insights, and motivation to improve the lives of our customers. We gain empathy by observing people where and when they are experiencing pains or problems.

Open Deep Customer Empathy template landing page

Go Broad to Go Narrow

Go Broad to Go Narrow generates lots of ideas before focusing on one great idea. We "go broad" by using our creativity to explore a variety of potential solutions. We “go narrow” by focusing on bold solutions most likely to delight our customers.

Open Go Broad to Go Narrow template landing page

Rapid Experiments with Customers

Rapid Experiments with Customers tests our solutions quickly. When we run experiments with real customers, we quickly learn what works and what doesn’t, saving valuable time and resources when making our next decision.

Open Rapid Experiments with Customers template landing page

Rapid Experiments with Customers tests our solutions quickly. When we run experiments with real customers, we quickly learn what works and what doesn’t, saving valuable time and resources when making our next decision.

Design for Delight Method

Design for Delight Method is a mindset more than a process. Delight is critical because it’s not enough to meet customer expectations. True innovation is about exceeding those expectations so that customers recommend your products to others. It’s about iterating your way to the answer through a series of intentional cycles, instead of jumping straight to a solution at the start. That iteration helps the team go broad, narrow, and gain confidence in their ideas along the way.

Open Design for Delight Loop template landing page


‍BLANK TEMPLATE: Start from an untouched template

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EXAMPLE TEMPLATE: Start from a mural with sample content

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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. Serving approximately 100 million customers worldwide with TurboTax, QuickBooks, Mint, and Credit Karma, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible. Please visit us for the latest information about Intuit, our products and services, and find us on social.

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by Intuit