10:25 am – 11:25 am | Presentation | Room: Java 1 & 2
Using the Customer Experience as Project Guide
Presented by: Beth Hettich
At Intuit, we serve small business owners who manage their own business finances and accountants who help small business owners manage their finances. The billing needs of these groups are very different, but the experience has been the same. This presentation focuses on work that was done to define a transformed billing experience for accountants on a new global billing platform. It describes techniques the team used to understand accountant needs, how we leveraged those insights to influence the direction of the work, and how we kept the customer experience at the forefront during all phases of the project.
Attendees Will Learn How to:
- Use customer insights and deep empathy to define and refine requirements
- Use rapid prototyping to create shared understanding across the team
- Pivot when technical challenges arise without straying from your goals
Staff Business Analyst
Beth Hettich has over 20 years of experience in a variety of roles — program manager, project manager, team lead, architect, and strategist. She is currently a Staff Business Analyst on the Buy Experience team at Intuit, Inc. where she is a program manager focused on the customer experience for a global billing system. In this role, Beth crosses organizational boundaries in order to influence business processes on behalf of the customer.
Beth's 2017 Presentations:
- Using the Customer Experience as Project Guide
Wednesday, November 8, 2017 (10:25 am – 11:25 am)