Reconciliation
Redesigning the QuickBooks reconciliation experience
Overview
Reconciliation is one of the complicated workflows in QuickBooks, and it plays a paramount role in accounting. Due this very reason, this experience remain untouched over a decade, when rest of the product has evolved over the years, until now!
Opportunity
Reconciliation-related customer service calls were 3.6% of overall QuickBooks Online call volume with 46K calls equalling ~$1M in cost to Intuit. The existing reconciliation experience contributed to a low NPS.
Goals
Lower reconciliation-related customer service call volume by 30%
Mitigate the complexity of resolving reconciliation errors
Shift experience from DETECTIVE WORK to GLANCING activity
Target audience
Accountants, bookkeepers, and small business owners. Reconciliation is an area of QuickBooks that puts a spotlight on the broad spectrum of our users—from power users (primary focus) to novice users (secondary focus), and everyone in between.
The process
I. Customer Research and Development
1:1 customer interviews with accountants and small business owners
Interviews with customer service experts
Competitive analysis—explored the competitive landscape, which included XERO, MYOB and Sage
Mapped the customer journey
Insights
Power users can reconcile hundreds of thousands of transactions annually so reconciliation needs to be Efficient
For efficient troubleshooting, Traceability is essential
Current data quality compromises Accuracy
Novice users need help with FTU and troubleshooting
II. Ideation (Sketches/Early Concepts)
The team brainstormed and sketched out several concepts. Based on the dot-votes, we short-listed a few concrete concepts.
III. Prototyping and validation
We further refined concepts to low fidelity prototypes, followed by additional customer interviews and validation
Connected with Care partners at Tucson
Gathered additional data points around customer service call volume
Validated e2e experience for accountants and their clients
Outcome
Our final deliverable was a responsive e2e reimagined Reconciliation experience launched globally, solving the exact key pain points we were charted to solve. Below is an article on Accountex Network, discussing the changes and benefit in detail.
PRESS: A new way to Reconcile in QuickBooks Online featured on: Accountex Network
Role
Design lead - I collaborated cross-functionally with PM, PD, and Care partners. The design team comprised a visual designer, researcher, and content designer.
