I haven’t posted in a little while. I like to write longer posts, sort of like essays. But it’s been over 2 months. What happened? (tl;dr is I moved to Silicon Valley to work at Intuit as a (the) principal service experience designer.)
I’ve moved to Mountain View. It was time to embrace the culture I’ve always admired. There are a lot of opinions on Silicon Valley, people love it or hate it; the startup bubble, groupthink, echo chamber. But also, it’s a place of huge innovation, huge companies, and the home of some of the greatest minds in this industry I choose to work in.
With my renewed focus on a slight career pivot into service design, the type and scale of companies here is really where I am going to be able to live my professional passion. Which is good, since my work and hobbies are both the same, I essentially live to work and work to live. It’s not for everyone, but I liken it to being a professional athlete. What do you do for work? Play in the NBA. For fun? Play basketball with friends. For education? Study basketball. For hobbies? Read about and ponder basketball. You get the idea. I don’t draw a distinction between myself and my work.
And that’s the way I like it.
I now am a dedicated, focused service designer at Intuit. It’s the first role they’ve opened for service design (partly in thanks to the Adaptive Path Service Design Conference). It is based in Intuit’s fantastic, expansive XD (experience design) organization, with top down support. I work in the small business space (QuickBooks, Payroll, Payments [accepting credit cards]) and any other things related to Intuit’s offerings for small businesses, which is the bulk of the companies business focus.
Specifically, I work in the care space; customer support and assistance. A true service oriented domain. I can’t imagine a better place to start as a customer’s care journey is a huge series of touchpoints across almost every part of the company, with intangible events and emotional journeys making up the bulk of the experience. Think to yourself… imagine the volume of Intuit’s small business support efforts. A scale beyond compare.
I’m delighted to be here in the Bay Area, and thrilled to be in this service design role at Intuit. Customer experience is what makes or breaks companies, and it’s only going to get more important as time goes on. I know the nuance between UX, CX, SX are blurred lines, and the chance to shift my entire career focus towards the higher level, intangible journeys is exactly where I want to be.
I plan on resuming blogging and writing very shortly. It was a big move, big change, but as things settle down, I’m ready to continue spreading the love and motivation for experience design at large.