overview

QuickBooks mission is to be the one place for SMBs to run their business, everything from front office transactions, payroll, to back office accounting and bookkeeping.

The QuickBooks Invoicing team has a payments tools without much adoption among small business users. In keeping with our mission, we conducted a design sprint to uncover unmet needs, users workflow, and how we can better map our payment tools to their business flows.

Role: Lead Product Designer

Duration 9 month project

Key skills: product strategy, design sprint, sprint planning, contextual interviews, affinity mapping, roadmap creation, stakeholder alignment

Time frame: June 2020 - February 2021

the why

<aside> 📄 7.2k invoices are sent every month by SMBs

</aside>

<aside> 🔻 Only 3.2% are paid through Intuit payments

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The Invoicing team is curious as to why so few invoices that are sent by QuickBooks small business users are not being paid with our payment tools? We set our to answer a few questions with our design sprint:

• Why are so few invoices getting paid on our online payments tool?
• How are these invoice getting paid?
• What are the gaps in our product?

PART 1: DISCOVERY SPRINT

🏃🏽 design sprint goals

• Discover what is hindering adoption of the payments tools among SMB users
• Build a new vision for the 3 year plan for the invoicing and payments team
• Bring along the entire XF team to ensure they have context and conviction of new vision
• Based on analytic, solving for field and project based business targets a majority of quickbooks users

🔍 interviews and synthesis