PRO Consolidation

Accountant profile Consolidation

2021 · 10 MONTHS · TSHEETS, INTUIT

Design Process

BRIEF

Historically, our accountants required separate accounts for wholesale and direct-billed clients. I worked with a team of product managers and developers, leveraging a strong design process, data, and customer research to lead our accountants through their account consolidation.

Our business goal was to prepare our accountants for the migration from our legacy sign-in and security system to the updated version of One Intuit Identity. To do this, we needed to clean up all duplicate accounts and consolidate the TSheets PRO accounts into one main hub for their firm to sign in to. The customer benefit with the new security update was the ability to access all of their clients' TSheets companies from one sign-in. My role was to create an intuitive flow, informed by user data, and customer empath. An experience that would help our accountants claim their companies and merge them onto one account, creating a single sign-in for that firm, reducing the number of accounts required to migrate onto the One Intuit Identity platform.

CUSTOMER PROBLEM

I am an accountant who runs a small business. I am trying to manage my clients' QuickBooks Time accounts and some of their billing. But I have to manage my clients from multiple accounts because I’m not able to list wholesale-billed clients on the same account as my direct-billed clients. Which makes me feel frustrated, like I’m not working efficiently with my time.

IDEAL STATE

In a perfect world, I could manage my clients for all of my Intuit products from one account. The biggest benefit to me is the time I’ll save by not bouncing back and forth between each of my PRO accounts while managing my clients. Which makes me feel relieved and confident that I’m working efficiently while billing time to my clients.

VERBATIMS

“I have multiple users with Intuit, I don’t know why I have multiple users”

-Stephanie, TSheets PRO

“I appreciate trying to make it simpler because I understand; I’ve been there with the pain and still have all these crazy accounts with Intuit.”

- Leslie, TSheets PRO

Research

To prep for the security update (migrating to One Intuit Identity) and allow our accountants to manage all of their clients from one account (wholesale and direct) we dove into the customer problem space. The sprint team and I conducted Design for Delight empathy-building sessions and thorough customer interviews with our accountants using the PRO Program, with multiple iterations tested.

CUSTOMER INTERVIEWS

Through our rounds of customer interviews, we were able to reduce the number of steps it took to complete the flow. Reducing steps to completion from 7 to 5 and reducing the number of clicks from 12 to 8.

We did this by adjusting the content, adding “PRO Program“ in the UI to build trust and reduce confusion, and eliminating one authentication step.

DECIBEL RECORDINGS

V1 was launched to a small cohort of PRO accounts. We used Decibel to review the experience as they interacted with it. This allowed us to see where any drop-off points were or areas of confusion and iterate based on our learnings. Once we adjusted, we were able to launch V2 and consolidate the remaining accounts.

KEY LEARNINGS

By changing the branding from Intuit to QuickBooks at the top of the flow, our accountants' trust drastically increased.

Displaying simplified content with the option to learn more (linked) built trust and lightened cognitive load when faced with a decision.

The PROs were thrilled to consolidate their accounts and have been craving one account to manage all clients for some time.

design explorations

After extensive customer interviews, peer reviews, legal meetings, and leadership share-outs, we aligned on the PRO Consolidation modal. This allowed our accountants the ability to consolidate their accounts by selecting from the list of their duplicate accounts we provided or authenticating an account that’s not listed.