Case Study: Intuit achieves rapid, global service-design collaboration and reduced support hours with Mural

Intuit - Customer Case Study

Intuit, a global company focused on creating delightful customer experiences, needed to bring together US product teams and its CARE support team in the Philippines for Service Design work—but in-person workshops were impractical across continents. To solve this, Intuit adopted MURAL’s shared digital canvas (used alongside video conferencing and touch-enabled devices) to enable remote, synchronous collaboration across locations.

By building a Service Blueprint in MURAL and inviting the whole team to co-create, Intuit uncovered a high-ticket-volume moment in the customer journey and implemented fixes that reduced support hours, sped up iteration from weeks of scheduling to days, and embedded Service Design as a repeatable, at-scale practice—cutting travel needs and improving overall customer experience. MURAL was central to enabling this radical, measurable collaboration.

Intuit

Erik Flowers

Principal Designer