INTUIT FULL SERVICE PAYROLL FIRST USE
Feb 15, 2014 - NOV 01, 2014
For this project, I led a team of three designers to create a new customer on-boarding experience with the goals of creating a delightful customer experience, reaching a larger customer base, and gaining 50% market share of outsourced payroll by 2015 -- a business opportunity worth $350 Million.
Getting Intuit Full Service Payroll up and running for the first time was a huge hassle, even though customers absolutely loved using it once they got started. It was built on a legacy system that relied on lots of back-and-forth between customers and specialized support agents. Our goal was to eliminate the pain and create a surprisingly delightful customer experience.
Early concept jams
To start addressing the customer pain points identified in early research, we got together with our support team for concept jams and sketch sessions. Once we had a few ideas for the workflows and customer segments, we checked back in with the larger team for iterative feedback cycles.
Payroll is perfect, and I did nothing.
To test our new designs with customers, we created several rounds of interactive prototypes and intercepted customers live during the setup process so that we could get real-time realistic feedback on the new experience. This process helped us learn and refine the customer experience. Click through the prototype to give it try!
FINAL WORKFLOW DIAGRAMS
Our final workflows showed the overlaps between Full Service and Enhanced payroll and the various solutions for different customer types coming in.
FINAL SET UP WORKFLOW
The final workflow design consisted of 3 simple steps accompanied by side-by-side live support agent chat. In addition to a new workflow design, the team spun off a few side projects to make the experience even more delightful with principle officer e-signing, automatic state registration, and employee self-on-boarding.