SUZANNE PELLICAN@PELLICAN

#ENGAGE2014

DESIGNING EMPLOYEE ENGAGEMENTJUNE 2, 2014

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BEST PLACE TO WORK

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30 YEAR OLD STARTUP

ANNUAL EMPLOYEE SURVEY

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90% PARTICIPATION | 83% ENGAGEMENT

DO THE BEST WORK OF OUR LIVES?

HOW MIGHT WE CREATE A CULTURE TO

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IMPROVE OUR CUSTOMERS’ FINANCIAL LIVES SO PROFOUNDLY… THEY CAN’T IMAGINE GOING BACK TO THE OLD WAY

OUR MISSION

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CORE CAPABILITIES | HOW WE DIFFERENTIATE

Deliver the customer benefit

Active product usageProactive word of mouth

Customer-driven Innovation Design for Delight

LOVE METRICS

fin

d

an important problem

that we and those we enablecan solve well

with durable advantage

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DESIGN FOR DELIGHT

KNOW YOUR CUSTOMERBETTER THAN THEY KNOW THEMSELVES

DEEP CUSTOMER EMPATHY

TO GET TO ONE GREAT IDEA,YOU MUST CREATE LOTS OF IDEAS

GO BROAD TO GO NARROW

CHOOSE WHAT’S MOST DELIGHTFUL, NOT WHAT’S EASIEST…OR CHEAPEST…

GO BROAD TO GO NARROW

WATCHING WHAT THEY DO IS WAY BETTER THAN LISTENING TO WHAT WE SAY

RAPID EXPERIMENTS WITH CUSTOMERS

“DESIGN FOR DELIGHT IS OUR #1 WEAPON AND THERE IS NO #2.”SCOTT COOK

LESS TALKINGMORE DOING

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CEO OFFSITE

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INNOVATION MECHANISMS

DEMOCRATIZED INNOVATION

UNSTRUCTURED TIME… 10% time to pursue your ideas

INNOVATION AWARDS… 3 months time for top innovators

BRAINSTORM…connecting people to help ideas grow

IDEA JAMS…dedicated day to move ideas forward

180 INNOVATION CATALYSTS…drive D4D in the DNA to drive innovation

RAPID EXPERIMENTS, LEAN START-INS…test our hypotheses with customers “in the wild”

MODEL THEBEHAVIOR

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IN THE DNA

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YOUR EMPLOYEES DO THE BEST WORK OF THEIR LIVES?

HOW MIGHT YOU CREATE THE ENVIRONMENT SO