Role

Principal Product Designer

Visual Designer

Researcher

Client

QuickBooks

Duration

1 year 3 months

Document management and Signatures

Image of the a QuickBooks employee profile with document management. Showing how an HR manager can see all their employee documents and share them with their employee in the QuickBooks Workforce app.
Image of the a QuickBooks employee profile with document management. Showing how an HR manager can see all their employee documents and share them with their employee in the QuickBooks Workforce app.
Image of the a QuickBooks employee profile with document management. Showing how an HR manager can see all their employee documents and share them with their employee in the QuickBooks Workforce app.

Objective

To integrate HR functionality into QuickBooks, providing employers with tools for managing teams, including document management for employee onboarding.

Approach

Customer Research:

  • Conducted customer interviews with 8 companies to gather insights on HR management needs.

Defined an AI-Focused Vision:

  • Developed an AI-focused vision to enhance HR management, which included:

    • Recruiting & Onboarding: Leveraging AI to streamline recruiting and customize onboarding workflows.

    • Employee Development: Using AI for training recommendations and performance reviews.

    • Data Integration: Integrating data from third-party HRIS solutions for a comprehensive view.

    • Conversational UI: Implementing a conversational UI in an Intuit connected hub for insights and recommendations.

Iterative Design and Implementation:

  • Followed an iterative approach to roll out the top customer requested feature of document management:

    • Phase 1: Document Upload (3 months)

      • Implemented the ability for employers to upload important documents.

    • Phase 2: Document Sharing via QuickBooks Workforce (3 months)

      • Enabled document sharing with employees through the QuickBooks Workforce app.

    • Phase 3: Requesting and Signing Documents (6 months)

      • Developed features for requesting and obtaining digital signatures on documents.

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Outcomes

  • Achieved a 19% adoption rate among mid-market customers.

  • Reduced customer churn by 12% due to new HR management capabilities.

  • Improved onboarding efficiency, with a 30% reduction in time spent on document management.

  • 80% Customer Experience Survey Score: The new employee documents feature achieved an all-time high customer experience survey score.

  • 18% Adoption Rate: The document upload feature saw an 18% adoption rate among mid-market customers.

  • Leadership Support for AI Vision: The AI-focused vision was well received by leadership, leading to additional AI-focused development headcount and prioritization of future AI initiatives.