intuit

Intuit Product Design Intern

Creating a mobile account for accountants on the go. Summer 2016.

OVERVIEW

Accountants are becoming busier and busier, with handling a client's documents in one place to making sure that another client's return has been processed and accepted (all while trying to expand their practice). How do we harness all the screens that already dominate an accountants daily life to make their job easier, deliver actionable value in under three seconds, and reduce friction with our platform? As an experience design intern, I researched and discovered mobile insights for Intuit, and used these insights to create robust mobile prototypes for the Intuit Tax Online product.

GOAL

Discover the best cross device use cases for accountants and validate these use cases through rapid prototyping.

PROBLEM STATEMENT

I am a small business accountant

I am trying to balance client and practice management

But I'm flying blind

Because the tools and information are not easy to access

Which makes me feel behind, uncertain, and trapped.

I am a small business accountant

I am trying to balance client and practice management

But I'm flying blind

Because the tools and information are not easy to access

Which makes me feel behind, uncertain, and trapped.

DISCOVER

abison

Meet Andrew Bison, CPA. Here's how his day currently goes:

Andrew, usually wakes up with some notifications. He checks these while he's making his coffee before heading to work. At work, he uses his Dell Monitor to manage clients, find ways to grow his practice, and constantly check his email for updates. On his way out of the office, Andrew completes some digital chores before heading home for dinner. He checks Facebook, Twitter, and of course Email right before hitting the sack.

Now, knowing how Andrew uses the technology around him, how can we design the most magical cross-device experience for him?

 

IDEAS

ideas
ideashigh

STACK-RANK TESTING

I now had all these ideas graphed out, but how was I supposed to figure out which ones would be the most valuable to accountants? Time to test. I converted all these ideas into use cases, and laid out each use case in two piles: green cards and orange cards.

Green - everything ITO can do right now. Orange - everything ITO can potentially do.

After conducting this exercise with 5 accountants, I had a clear idea of how an accountant's priorities shifted throughout the year, and how this shift would impact the product I planned to create.

rankshigh

DEFINE

With the initial research completed, its now time to develop a cross-device use case that could mold itself into the analogs we've been thinking about. Sara (Senior Interaction Designer) and I starting brainstorming a substantial use case that we could test using a low-fi prototype:

flow

USE CASE MAP

usecasemap

DESIGN

We met with Jolie, an accountant with just three clients. Jolie is looking to expand her practice. She attends networking events, checks up with clients if they need any additional work, and posts on platforms like Craigslist. Jolie also constantly checks up on her clients' progress, as missing documents can be a huge headache. After playing with this low-fi prototype, she said that the another way she wants to be more engaged with her clients throughout the year (rather than just during tax season) is by sharing news from AccountantsToday, LinkedIn, or Twitter. At the end of the test, Jolie asked "Is that app already out yet? I really need something like that." Jolie's feedback, along with a couple of additional accountants, validated our hypothesis and it was time to move to a higher fidelity.

With these insights, I began thinking about how a lot of the functionality that we were trying to implement could be achieved by a conversational bot. The beauty of a chat-bot is that it's proactive rather than reactive. But how would accountants react to this paradigm, as accountants are usually the ones in control? Only one way to find out: Test it.

DELIVER

After speaking with engineers, we quickly realized that something like this wouldn't be possible. Instead, we would be pulling the data from the web and wrapping it for mobile. So, I decided to execute with a more native design in mind.