QuickBooks Live
QuickBooks Live Bookkeeping is an online bookkeeping service that connects small businesses with trusted, QuickBooks-certified virtual bookkeepers. QuickBooks Live bookkeepers take the lead on small business owners’ everyday bookkeeping and runs essential reports so they can focus on their business.
QuickBooks Live
QuickBooks Live Bookkeeping is an online bookkeeping service that connects small businesses with trusted, QuickBooks-certified virtual bookkeepers. QuickBooks Live bookkeepers take the lead on small business owners’ everyday bookkeeping and runs essential reports so they can focus on their business.
QuickBooks Live
QuickBooks Live Bookkeeping is an online bookkeeping service that connects small businesses with trusted, QuickBooks-certified virtual bookkeepers. QuickBooks Live bookkeepers take the lead on small business owners’ everyday bookkeeping and runs essential reports so they can focus on their business.
Small business owners who don’t know what kind of accounting help they need can get basic bookkeeping services from experts inside the product, including categorizing expenses, reconciling accounts and transactions. Through QuickBooks Live, small businesses are provided with a dedicated, virtual bookkeeping team to oversee their needs, including a primary bookkeeper, who serves as the main point of contact. This lead expert will understand an individual’s unique needs, walk the business owner through a custom setup of QuickBooks and close the business’s books each month, while providing an accuracy guarantee for the work they perform. Additionally, business owners can get on-demand assistance from their dedicated bookkeeping team when questions come up, including chat with screen share and one-way video options.
Small business owners who don’t know what kind of accounting help they need can get basic bookkeeping services from experts inside the product, including categorizing expenses, reconciling accounts and transactions. Through QuickBooks Live, small businesses are provided with a dedicated, virtual bookkeeping team to oversee their needs, including a primary bookkeeper, who serves as the main point of contact. This lead expert will understand an individual’s unique needs, walk the business owner through a custom setup of QuickBooks and close the business’s books each month, while providing an accuracy guarantee for the work they perform. Additionally, business owners can get on-demand assistance from their dedicated bookkeeping team when questions come up, including chat with screen share and one-way video options.
Small business owners who don’t know what kind of accounting help they need can get basic bookkeeping services from experts inside the product, including categorizing expenses, reconciling accounts and transactions. Through QuickBooks Live, small businesses are provided with a dedicated, virtual bookkeeping team to oversee their needs, including a primary bookkeeper, who serves as the main point of contact. This lead expert will understand an individual’s unique needs, walk the business owner through a custom setup of QuickBooks and close the business’s books each month, while providing an accuracy guarantee for the work they perform. Additionally, business owners can get on-demand assistance from their dedicated bookkeeping team when questions come up, including chat with screen share and one-way video options.
My role
My role
My role
I led the design of the collaboration experience on QuickBooks Live across the Web, iOS and Android since August 2021.
I was responsible for work to evolve the service and address customer pain points related to the transfer of documents and information about transactions between QuickBooks Bookkeepers and customers.
Customer Insights & Ideation
I partnered with several project managers and two other lead designers to uncover insights and translate concepts into features that address customer behaviours and motivations.
Experience Strategy & Vision
I created frameworks and prototypes to share the vision, design principles and content strategy. This helped to evangelize ideas, gain alignment and drive decision making.
Planning & Scope Definition
I defined the product with my project manager partners. I promoted customer goals and balanced them with business goals. I prioritized and negotiated features for launch and beyond.
Oversight & Coordination
I designed across, collaborating with multiple platform designers and their PM partners to translate product features for each platform context.
Design Execution & Validation
I designed interfaces and experiences across Web, iOS and Android. I executed journeys, wireframes, prototypes and design specs.
Leadership
I designed up and presented works to gain buy‐in from executives, senior stakeholders and many other Intuit teams throughout the project lifecycle.
I led the design of the collaboration experience on QuickBooks Live across the Web, iOS and Android since August 2021.
I was responsible for work to evolve the service and address customer pain points related to the transfer of documents and information about transactions between QuickBooks Bookkeepers and customers.
Customer Insights & Ideation
I partnered with several project managers and two other lead designers to uncover insights and translate concepts into features that address customer behaviours and motivations.
Experience Strategy & Vision
I created frameworks and prototypes to share the vision, design principles and content strategy. This helped to evangelize ideas, gain alignment and drive decision making.
Planning & Scope Definition
I defined the product with my project manager partners. I promoted customer goals and balanced them with business goals. I prioritized and negotiated features for launch and beyond.
Oversight & Coordination
I designed across, collaborating with multiple platform designers and their PM partners to translate product features for each platform context.
Design Execution & Validation
I designed interfaces and experiences across Web, iOS and Android. I executed journeys, wireframes, prototypes and design specs.
Leadership
I designed up and presented works to gain buy‐in from executives, senior stakeholders and many other Intuit teams throughout the project lifecycle.
I led the design of the collaboration experience on QuickBooks Live across the Web, iOS and Android since August 2021.
I was responsible for work to evolve the service and address customer pain points related to the transfer of documents and information about transactions between QuickBooks Bookkeepers and customers.
Customer Insights & Ideation
I partnered with several project managers and two other lead designers to uncover insights and translate concepts into features that address customer behaviours and motivations.
Experience Strategy & Vision
I created frameworks and prototypes to share the vision, design principles and content strategy. This helped to evangelize ideas, gain alignment and drive decision making.
Planning & Scope Definition
I defined the product with my project manager partners. I promoted customer goals and balanced them with business goals. I prioritized and negotiated features for launch and beyond.
Oversight & Coordination
I designed across, collaborating with multiple platform designers and their PM partners to translate product features for each platform context.
Design Execution & Validation
I designed interfaces and experiences across Web, iOS and Android. I executed journeys, wireframes, prototypes and design specs.
Leadership
I designed up and presented works to gain buy‐in from executives, senior stakeholders and many other Intuit teams throughout the project lifecycle.
The challenge
The challenge
The challenge
Create an efficient system that allows Experts and Customers to easily share information with each other to expedite getting to the customer’s goal of clean books.
I created wireframes to quickly explore multiple ways to simplify the interface and get sellers through the listing process as fast as possible. I also developed multiple concepts around the concept of guidance to provide sellers with recommendation information that would help them make informed decisions.A robust system to indicate an items “fitment” or compatibility to assure shoppers that the product they are buying will truly fit their vehicle
A world-class parts shopping experience that exceeds the expectations of auto enthusiasts
A consistent experience that works as well on mobile devices as it does on desktop
I created wireframes to quickly explore multiple ways to simplify the interface and get sellers through the listing process as fast as possible. I also developed multiple concepts around the concept of guidance to provide sellers with recommendation information that would help them make informed decisions.A robust system to indicate an items “fitment” or compatibility to assure shoppers that the product they are buying will truly fit their vehicle
A world-class parts shopping experience that exceeds the expectations of auto enthusiasts
A consistent experience that works as well on mobile devices as it does on desktop
Discovery
Discovery
Discovery
We conducted research with our QuickBooks Experts and Customers to drive our planning phase. There are the key insights that defined how we would improve the product:
Poor usability when uploading documents
Customers found the experience of uploading documents to be complex, making it difficult for them to get necessary documents to the bookkeeper, which prevents bookkeepers from delivering clean books in a timely manner.
Arduous customer effort to provide documents
To add to the complexity, Customers would be asked to upload in excess of 50 documents in order to receive clean books.
Complex file collection and management for Experts
In the expert experience, finding documents and managing a large number of files was complex and tedious.
Resolving missing transaction Information
Experts needed an easy way to identify which transactions could not be easily categorized in the books. When those transactions were found, they needed an easy way to ask customers for more information, taking into consideration that the process should add too much burden on the customer.
On the other side, customers needed an easy way to understand what transactions the Expert was referring to, and an easy way to provide the answers.
We conducted research with our QuickBooks Experts and Customers to drive our planning phase. There are the key insights that defined how we would improve the product:
Poor usability when uploading documents
Customers found the experience of uploading documents to be complex, making it difficult for them to get necessary documents to the bookkeeper, which prevents bookkeepers from delivering clean books in a timely manner.
Arduous customer effort to provide documents
To add to the complexity, Customers would be asked to upload in excess of 50 documents in order to receive clean books.
Complex file collection and management for Experts
In the expert experience, finding documents and managing a large number of files was complex and tedious.
Resolving missing transaction Information
Experts needed an easy way to identify which transactions could not be easily categorized in the books. When those transactions were found, they needed an easy way to ask customers for more information, taking into consideration that the process should add too much burden on the customer.
On the other side, customers needed an easy way to understand what transactions the Expert was referring to, and an easy way to provide the answers.
We conducted research with our QuickBooks Experts and Customers to drive our planning phase. There are the key insights that defined how we would improve the product:
Poor usability when uploading documents
Customers found the experience of uploading documents to be complex, making it difficult for them to get necessary documents to the bookkeeper, which prevents bookkeepers from delivering clean books in a timely manner.
Arduous customer effort to provide documents
To add to the complexity, Customers would be asked to upload in excess of 50 documents in order to receive clean books.
Complex file collection and management for Experts
In the expert experience, finding documents and managing a large number of files was complex and tedious.
Resolving missing transaction Information
Experts needed an easy way to identify which transactions could not be easily categorized in the books. When those transactions were found, they needed an easy way to ask customers for more information, taking into consideration that the process should add too much burden on the customer.
On the other side, customers needed an easy way to understand what transactions the Expert was referring to, and an easy way to provide the answers.
The vision
The vision
The vision
A friction-less collaboration experience between QuickBooks Experts and Customers that eliminate work for customers and provides tools to accelerate and organize work for Experts. This experience would be powered by automated document ingestion and seamless transaction collaboration.
A friction-less collaboration experience between QuickBooks Experts and Customers that eliminate work for customers and provides tools to accelerate and organize work for Experts. This experience would be powered by automated document ingestion and seamless transaction collaboration.
A friction-less collaboration experience between QuickBooks Experts and Customers that eliminate work for customers and provides tools to accelerate and organize work for Experts. This experience would be powered by automated document ingestion and seamless transaction collaboration.
Design process
Design process
Design process
Intuit upholds high standards for the work it produces both externally for customers and internally for team members to consume. As a result, it has created a culture which seeks to earn trust through accountability, diving deep into the details and inviting others to scrutinize work. Documentation and proactive sharing is are artifacts of the culture.
The large size of this project and structured approach meant that I needed to have everything figured out before teams would commit to moving forward with the work. Many teams involved in the project needed to see it in a tangible piece of design documentation.
For each feature phase, I went through cycles of requirements, consensus, approvals, detailed specs and handoffs.
My process involved sketching concepts and flows with my PM partner and then translating these into design comps. Since I was working with many existing design patterns, it was relatively easy to move straight into hi‐fidelity designs.
For more complex projects I would convert the designs in Figma into a prototype. In the early stages I focused only on representing the highest risk areas of the design.
Prototyping was the most effective way to gain meaningful feedback from the team, consensus from stakeholders and approval from senior leadership. I was able to easily distribute these as videos and recycle them for Usability Testing.
Intuit upholds high standards for the work it produces both externally for customers and internally for team members to consume. As a result, it has created a culture which seeks to earn trust through accountability, diving deep into the details and inviting others to scrutinize work. Documentation and proactive sharing is are artifacts of the culture.
The large size of this project and structured approach meant that I needed to have everything figured out before teams would commit to moving forward with the work. Many teams involved in the project needed to see it in a tangible piece of design documentation.
For each feature phase, I went through cycles of requirements, consensus, approvals, detailed specs and handoffs.
My process involved sketching concepts and flows with my PM partner and then translating these into design comps. Since I was working with many existing design patterns, it was relatively easy to move straight into hi‐fidelity designs.
For more complex projects I would convert the designs in Figma into a prototype. In the early stages I focused only on representing the highest risk areas of the design.
Prototyping was the most effective way to gain meaningful feedback from the team, consensus from stakeholders and approval from senior leadership. I was able to easily distribute these as videos and recycle them for Usability Testing.
Intuit upholds high standards for the work it produces both externally for customers and internally for team members to consume. As a result, it has created a culture which seeks to earn trust through accountability, diving deep into the details and inviting others to scrutinize work. Documentation and proactive sharing is are artifacts of the culture.
The large size of this project and structured approach meant that I needed to have everything figured out before teams would commit to moving forward with the work. Many teams involved in the project needed to see it in a tangible piece of design documentation.
For each feature phase, I went through cycles of requirements, consensus, approvals, detailed specs and handoffs.
My process involved sketching concepts and flows with my PM partner and then translating these into design comps. Since I was working with many existing design patterns, it was relatively easy to move straight into hi‐fidelity designs.
For more complex projects I would convert the designs in Figma into a prototype. In the early stages I focused only on representing the highest risk areas of the design.
Prototyping was the most effective way to gain meaningful feedback from the team, consensus from stakeholders and approval from senior leadership. I was able to easily distribute these as videos and recycle them for Usability Testing.
Collaboration on mobile
Collaboration on mobile
Collaboration on mobile
Once we developed an improved collaboration strategy for web, I worked on enabling this experience for mobile. I tested various prototypes of the experience to understand how customers expected to take advantage of the QuickBooks Live service on their mobile devices, and landed on a target state vision.
Once we developed an improved collaboration strategy for web, I worked on enabling this experience for mobile. I tested various prototypes of the experience to understand how customers expected to take advantage of the QuickBooks Live service on their mobile devices, and landed on a target state vision.
Once we developed an improved collaboration strategy for web, I worked on enabling this experience for mobile. I tested various prototypes of the experience to understand how customers expected to take advantage of the QuickBooks Live service on their mobile devices, and landed on a target state vision.
Execution
Execution
Execution
In the year since August 2021, here’s what I delivered with my team:
Leveraging automation to reduce customer work
In addition to automatically importing statements from the customer’s connected financial institutions, we enabled the automatic gathering of monthly statements from e-commerce providers like Amazon, PayPal and Shopify, as well as Tax transcripts from the IRS.
Automated workflow to decrease manual tasks by experts
Every month, bookkeepers would have to create and send a request for needed documents to customers. We created an automation that creates this monthly request which specifies the documents that are needed by the customer.
A robust transaction collaboration tool
Sometimes transaction information in the raw financial data feeds is incomplete, making it difficult for the expert to accurately categorize them in the books. A transaction tool allows the expert to create and send a request form that the customer can easily provide additional information.
An easy document collaboration experience
We made it much easier for customers to upload documents, and experts can easily accept or reject documents so customers know which files have been accepted and rejected.
A new QuickBooks Live collaboration experience on mobile
A robust, frictionless upload and collaboration process allows experts to meet QuickBooks Live customers where they are, whether they are in the office or in the field.
In the year since August 2021, here’s what I delivered with my team:
Leveraging automation to reduce customer work
In addition to automatically importing statements from the customer’s connected financial institutions, we enabled the automatic gathering of monthly statements from e-commerce providers like Amazon, PayPal and Shopify, as well as Tax transcripts from the IRS.
Automated workflow to decrease manual tasks by experts
Every month, bookkeepers would have to create and send a request for needed documents to customers. We created an automation that creates this monthly request which specifies the documents that are needed by the customer.
A robust transaction collaboration tool
Sometimes transaction information in the raw financial data feeds is incomplete, making it difficult for the expert to accurately categorize them in the books. A transaction tool allows the expert to create and send a request form that the customer can easily provide additional information.
An easy document collaboration experience
We made it much easier for customers to upload documents, and experts can easily accept or reject documents so customers know which files have been accepted and rejected.
A new QuickBooks Live collaboration experience on mobile
A robust, frictionless upload and collaboration process allows experts to meet QuickBooks Live customers where they are, whether they are in the office or in the field.
In the year since August 2021, here’s what I delivered with my team:
Leveraging automation to reduce customer work
In addition to automatically importing statements from the customer’s connected financial institutions, we enabled the automatic gathering of monthly statements from e-commerce providers like Amazon, PayPal and Shopify, as well as Tax transcripts from the IRS.
Automated workflow to decrease manual tasks by experts
Every month, bookkeepers would have to create and send a request for needed documents to customers. We created an automation that creates this monthly request which specifies the documents that are needed by the customer.
A robust transaction collaboration tool
Sometimes transaction information in the raw financial data feeds is incomplete, making it difficult for the expert to accurately categorize them in the books. A transaction tool allows the expert to create and send a request form that the customer can easily provide additional information.
An easy document collaboration experience
We made it much easier for customers to upload documents, and experts can easily accept or reject documents so customers know which files have been accepted and rejected.
A new QuickBooks Live collaboration experience on mobile
A robust, frictionless upload and collaboration process allows experts to meet QuickBooks Live customers where they are, whether they are in the office or in the field.
Since its initial launch in 2019, QuickBooks Live has become the largest virtual Bookkeeping service in the United States, serving a global customer base of over 15,000 Small Business Owners. In 2022, my team made significant positive impact to the service by eliminating customer work to get to value, empowering experts to deliver quality books consistently at scale, streamlining the customer mobile experience, and supercharging experts with automation. This resulted in the following key performance metrics focused on collaboration:
Since its initial launch in 2019, QuickBooks Live has become the largest virtual Bookkeeping service in the United States, serving a global customer base of over 15,000 Small Business Owners. In 2022, my team made significant positive impact to the service by eliminating customer work to get to value, empowering experts to deliver quality books consistently at scale, streamlining the customer mobile experience, and supercharging experts with automation. This resulted in the following key performance metrics focused on collaboration:
Since its initial launch in 2019, QuickBooks Live has become the largest virtual Bookkeeping service in the United States, serving a global customer base of over 15,000 Small Business Owners. In 2022, my team made significant positive impact to the service by eliminating customer work to get to value, empowering experts to deliver quality books consistently at scale, streamlining the customer mobile experience, and supercharging experts with automation. This resulted in the following key performance metrics focused on collaboration:
2/3
2/3
Reduction in customer time spent providing information to 1 day
10%
10%
Improvement in customers moving to activated status
45%
45%
Increase in acquisition of documents