QuickBooks Disconnect

Helping customers disconnect QuickBooks from HMRC on QB desktop platform.

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Overview

My role
As the Interaction Designer, l led the designs for this project.

Team
I worked in a triad alongside Interaction Designers, Product Managers and Engineers. I also consulted with a User Researcher and Content Designer. I also collaborated with Designers and Product Managers in the US and India.

The challenge
As part of improving the end to end customer experience in preparation for Making Tax Digital, I designed a flow to make it quick and simple for customers to disconnect QuickBooks from HMRC in settings.

Discover & Define

Understanding the problem space
I participated in user research, listened to customer calls, collaborated with sales, marketing, customer support, engineering and product teams in order to better understand our customers and the problem space.

Synthesizing the research
I conducted competitive analysis, synthesized research findings and created user personas, explored various scenarios and tasks to gain a clearer picture of our users and how best to solve their problems.

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Develop

Sketching and prototyping
I explored the problem space as deeply as possible by sketching possible design solutions on paper. After getting feedback on my initial designs, I used Sketch and InVision to create a high fidelity prototype, using existing design patterns from QuickBooks Design System. I also explored tone and voice for the content design of the flow.

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Testing
Once I had a prototype, I conducted usability tests with our customers to test how usable and intuitive the flow was.
I tested the prototype with four accountants, with the goal of understanding:

• The usability and functionality of the prototype
• Whether the flow addressed the customer’s need
Customers’ level of confidence during the testing of the flow

Research insights
I learned that:

• Accountants weren’t sure if they were disconnecting one or all of their clients
• They wanted more contextual information on the implications of disconnecting
• The flow itself was simple, straightforward and consistent
• Accountants found the confirmation page after disconnecting reassuring

Design iterations
Based on user testing feedback, I made improvements to the designs. I also finalised the content design of the flow.

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Deliver

Final approval
I worked with Engineers and got the final designs approved for handover to the engineering team. The designs have been built and shipped.

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Lessons learned

Recognising that design is one of many functions in a business early on meant that I could learn from other teams as well. I leaned on my product' team's experience with tax management to help me better understand the problems we were solving.

User testing revealed blind spots and confirmed or disproved assumptions. We gained insights into whether the design actually solved the problem well when we tested our designs with our customers.

Getting the content's voice and tone right was important, especially when customers needed contextual information. Tax related jargon is complex and confusing. Content that wasn’t clear and complete brought a lack of confidence and uncertainty for customers. I learnt to design content that was clear and simple to understand.

Check out what I learnt working at Intuit.