QuickBooks Point of Sale
As the sole interaction designer/researcher on the team, I helped increase QuickBooks Point of Sale’s Net Promoter Score by 87% by delivering productivity features that enable multi-tasking and faster task completion.
Intuit’s QuickBooks Point of Sale software handles sales, inventory and customer tracking for retail businesses. Within the past few years, QuickBooks Point of Sale’s Net Promoter Score was declining. Detractors complained that it was difficult to use and had slow performance.
“I either have to wait till after business hours to do inventory, or do it during the day and risk losing it all, which is a pain.”
Problem: No support for multiple windows
Before the redesign, Johnny needed to close inventory and purchase orders when a customer wanted to buy something. This meant that he needed to remember to return to unfinished tasks rather than rely on the software to store multiple windows with work in progress.
We needed to improve the NPS by making the product faster, more stable, and also design productivity enhancements that enable better multi-tasking and faster task completion.
I joined the team as the only designer with the project already months behind schedule due to resourcing changes.
Because the timeline was so short, the development team’s focus was stability and performance, not implementing a totally brand new design. My job was to propose a new information architecture that would enable better productivity, and introduce usability and design enhancements in the most critical areas.
I onboarded to the domain by learning more about the customers and also the product.
I interviewed stakeholders and led a provisional persona workshop with the team.
I synthesized workshop insights into a provisional persona.
I conducted contextual customer research at their stores.
I audited previous versions of QuickBooks Point of Sale.
I created task flow diagrams.
I created high level interaction design plan to describe and prioritize scope of design changes:
- Interaction Patterns
- Technical Bug
- Visual Design
Designs began as whiteboard sketches with the Product Manager who also attended the customer site-visits.
I wireframed different options for information architecture, and after sharing initial concepts with the engineering team for feedback regarding feasibility, I then prototyped concepts and tested with customers.
Promotional video featuring implemented design of most frequently used workflow: Make a Sale.
We increased Intuit’s QuickBooks Point of Sale software’s Net Promoter Score by 87% by delivering productivity features that enable multi-tasking and faster task completion. Within the first six months alone, combined revenue of software and hardware unit sales and payment processing fees totaled tens of millions of dollars for Intuit. I received a “Delivering Awesome Award” from the VP of Intuit Experience Design, which recognizes excellence in product design.
“I absolutely LOVE it. So many times, we would be in the middle of inventory or creating a Purchase Order and a customer would come in, which interrupted it. Just what we needed.” — Johnny
What I learned
While I wish we had more resources to update the visual styles across the application to make its exterior match its newly updated core technology, I learned that the businesses who upgraded to this version were happy with the enhancements delivered. Ultimately time savings and efficiency are much more important to these people’s everyday workflow than a fresh coat of paint.