Billable Rate
2023 · 3 MONTHS · QUICKBOOKS TIME, INTUIT
Design Process
BRIEF
While moving QuickBooks Time into QuickBooks Online, we noticed there were some gaps between QuickBooks Time and the legacy time-tracking option for QuickBooks Online. One of these gaps is the billable rate field functionality; in this project, we implemented saved rates and improved the logic.
I worked with cross-functional partners to update the Single Time Entry space to match QuickBooks Online’s legacy time tracking solution by bringing in the Billable Rate field functionality. The QuickBooks Online billable rate field attaches a rate per hour to a timesheet for invoicing clients. This rate could be tied to the employee’s billable rate, the saved rate for the service, or a custom rate. My role was to redesign the billable rate field so that it blends seamlessly into the rest of QuickBooks Time’s time entry fields and functionality while matching or improving the functionality from QuickBooks’ legacy billable rate field. This work included making updates to three different versions of Time’s company settings: QuickBooks Time’s Classic integration preferences, QuickBooks Online’s current Time settings, and their future Time settings format.
CUSTOMER PROBLEM
I am a business admin with 20 employees using QuickBooks Online and QuickBooks Time. I am trying to review timesheets to ensure they are ready for invoicing and job costing. But I find reviewing the volume of timesheets to be inefficient and tedious. Because we bill at different rates based on the service provided, the time tracking area in QuickBooks Time doesn’t allow me to see the level of detail, and I cannot manipulate the time data in the view I need. Which makes me feel confused. The legacy QuickBooks Online time tracking supports billable rates; why wouldn’t their updated version support this?
IDEAL STATE
In a perfect world, I can invoice my clients and know their bill will be accurate. The biggest benefit to me is the time I’ll save, bouncing back and forth between timesheets and invoices, making sure the totals are correct. Which makes me feel relieved and confident I’m working efficiently while running reports and billing time to my clients.
Outdated feature
The original billable rate field for Time Entries (QuickBooks Time) has limited functionality compared to QuickBooks Online’s Single Time Activity billable rate field. QuickBooks Time’s version is shown below. By adopting the rate-per-hour field utilized by QuickBooks Online, we were able to drive adoption of the new QuickBooks Time time-tracking experience.
Billable field
Drop-down with only two options (yes or no).
Billable “Yes“
Any timesheet marked Billable “Yes” will automatically display while creating an invoice, saving the admin time and building confidence.
No custom rate
Missing the ability to add a custom rate to a timesheet.
No Saved rates
Saved employee or service rates aren’t supported and have to be added later.
Research
Four rounds of unmoderated usertesting.com tests were conducted, each with an updated version of the Time Entries billable rate field. Each test had 10 participants, ranging from managers to business owners. Each participant manages at least 10 workers who track time for invoicing purposes.
THE TASK
In each round of usertesting.com tests, the participants were asked to walk through different tasks a business owner would do while using time for invoicing. One task was to save a rate to a service and then add a timesheet for an employee with billable hours tracked to that service.
Then they were prompted to create another timesheet for that employee and state out loud if they thought a billable rate would be tied to that timesheet and, if so, what the rate would be.
KEY INSIGHTS
When following the legacy QuickBooks Single Time Activity functionality for the billable rates, the users who were familiar with QuickBooks tested well, but any new testers to the franchise were very confused by the employee rate override functionality.
This left them puzzled and unsure of what would happen the next time they marked a timesheet billable for the employee or service, or worse, fully confident in the wrong answer.
THE PIVOT
In the last test, we knew it was time to pivot. After hashing it out with the team (visual design, content design, product manager, dev lead, and I), we agreed it was time to remove the legacy override functionality and only import pre-saved rates (for the employee or service). We kept the option to create a custom rate for a timesheet. 10/10 users were able to complete this flow confidently, selecting a saved service rate and knowing what the next timesheet would show for that rate.
Redesign
By matching QuickBooks Online’s functionality and adjusting where needed, we were able to create an intuitive pattern, building trust and confidence with our customers. While updating the designs, we followed these three principles:
DESIGN PRINCIPLES
Match QuickBooks legacy where it makes sense.
Keep it simple, so that new to the franchise can understand.
Help me when I need it.
Employee rate
If there is a saved rate for the employee selected, it will display to the right of their name in the dropdown, auto-populating when selected.
Service rate
If there is a saved rate for the service selected, it will display to the right of the name in the dropdown and auto-populate when selected.
Custom rate
An option for a unique rate for this timesheet only.
Billable checkbox
Updated from a dropdown to a checkbox, as there are only two options (yes or no).
“How to…“ link
Collaborated with our content team to create a custom knowledge-based article with more info on how billable time is managed, where to update saved rates (employee and service), and address frequently asked questions.
If “Billable“ is unchecked
The dropdown and learn more links are hidden until Billable is checked. This decision was made to lighten cognitive load and visual clutter.
Outcome and Final Design
10/10 usertesting.com participants had full confidence in the functionality update, building confidence and trust.
Launched the saved service rate functionality to 100%.
Employee rate functionality is on pause due to a dependency.
