During a 3 month internship, I worked with a team of great designers, product managers and engineers at Intuit. At the start of the internship, I set myself a few goals that I wanted to achieve. Working on mobile/ desktop designs as well as upskilling in presentation, storytelling and design research/synthesis.
I worked on two teams within QuickBooks (QBBA and Payroll) during this internship.
I joined this project after attending a workshop on this customer problem.
I am a small business owner with one or more employees using QBOP
I am trying to avoid being fined by HMRC for submitting late or not paying my employees correctly
But I am not confident of what I need to do next when there's a change to the business
Because I am not given clear direction of what needs to be done and when
Which makes me feel anxious in trying to stay on top of my payroll
50% of users are submitting Payroll late (specifically FPS/EPS submissions are late)
Decrease the number of late submissions by informing users of their next steps.
*FPS / EPS submissions are required by HMRC and small penalties can follow after late submissions
*FPS / EPS submission happen automatically after a user runs payroll in QuickBooks
- Email reminders opt-in
- Tasklist/ to-do's
- In product notifications
- Tutorial helper/walkthrough
- Email reminders
- Customer storyboards
After going broad with how might we's the team narrow down to the idea of email reminders using a 2x2 matrix activity. Then all attendees sketched out storyboards to visualise how the email reminder experience would work. After a dot voting session, one of the storyboards were selected.
My Role: I lead the research and design for this project
Scope & timeline
WK 1 Prototyping
Wk 2 User testing. Workshop prep
Wk 3 Workshop facilitation. Prototyping. User Testing. Internship presentation
Designs are based on the 3 selected storyboards developed in the workshop
I created 3 flows in Figma but tested the popup flow with users
1. Popup ( desktop )
2. FTU ( mobile & desktop )
2. Run Payroll ( mobile & desktop )
Payroll Popup Prototype Flow
I then tested the Popup prototype flows with 5 customers in usability testing sessions.
Research hypothesis and results
80% of participants clicked on the no thanks or exit to close the popup modal.
Improve the placement or location of the email reminder modal in the users the payroll journey?
- Show the email reminders in the next steps of the payroll creation success page.
- Show the email reminder CTA in the dashboard
All participants clicked the edit dropdown to edit the reminder date
Half of the participants did not recall seeing the junk info message
To place the junk info message in an effective location
- Show this message in a page message/ task list
- Add the junk message to the first/ all email reminders
“I know it has to be done as pay is a very emotive subject"
“It is very easy to let things takeover and the months go by very quickly"
'this is annoying , no thanks'... okay this is actually helpful I would click reminders
- Customers were able to edit the settings
- Customers wanted the ability to share reminders
- Most users had positive reactions to the concept
- Some customers recommend email reminders before viewing the prototype
- Some customers also suggested text reminders
- Many users closed the Popup before reading the content - Users were very task-oriented
Dig Deeper into customer problem
After testing for three hypotheses I needed to get more focused feedback to see if the solution of 'payroll email reminders' solves the problem for the target users with the customer problem.
It was also important to learn more about why users have submitted payroll late
The next round of research pivoted from usability testing to concept testing with users who had missed or submitted their FPS late.
The key insights from testing
- Current habits of customers who have/have not missed payroll before.
- Customers that were not interested in reminders and have never missed payroll use memory
- Customers who have missed payroll also rely on written diary reminders/ calendar reminders.
- Many customers suggested mobile notifications, text messages or a check/to-do list.
- Customers that were interested in email reminders suggested reminders for other important events
- Some customers wanted the ability to share reminders with others
I facilitated a mural workshop to present my research findings to create alignment with the members of the payroll team including designers, product managers and engineers.
The three goals of the workshop were
Share research findings
Sketch a solution to the pop-up usability issues
Brainstorm how users can receive reminders
After this workshop I took 5 sketches from the workshop and I created high fidelity prototypes to use during rapid testing sessions.
Rapid Testing Findings
- Strong positive reaction to popup with contextual content
- Preferences overall
After testing with specific customers it was clear that payroll email reminders would be an effective solution to help reduce the high number of late payroll submissions and help users feel up to date in their payroll process.
After conducting the workshop, prototyping and rapid user tests in the last week of my internship I handed over my design work to a designer on the payroll team and presented my 2 internship projects to the product and marketing design teams.
My Intuit Internship in numbers