REBECCA ROSE
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QuickBooks Point of Sale

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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.

 

Background

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.

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“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.”
— Johnny
 

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.

 
Representation of previous design which only allowed one active window at a time. User needed to navigate back to previously saved documents rather than browse open windows to continue work.

Representation of previous design which only allowed one active window at a time. User needed to navigate back to previously saved documents rather than browse open windows to continue work.

 

Goals

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.

Constraints

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.

Understand

I onboarded to the domain by learning more about the customers and also the product.

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Step 1

I interviewed stakeholders and led a provisional persona workshop with the team.

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Step 2

I synthesized workshop insights into a provisional persona.

 
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Step 3

I conducted contextual customer research at their stores.

 
 
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Step 4

I audited previous versions of QuickBooks Point of Sale.

 
 
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Step 5

I created task flow diagrams.

 

Identify

I created high level interaction design plan to describe and prioritize scope of design changes:

  1. Interaction Patterns
  2. Navigation
  3. Technical Bug
  4. Visual Design

Execute

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.

 
I wireframed different options for information architecture.

I wireframed different options for information architecture.

 
 
I created prototypes in Invision that I tested with existing QuickBooks Point of Sale customers.

I created prototypes in Invision that I tested with existing QuickBooks Point of Sale customers.

 
 
I documented visual design specs in a Point of Sale (POS) Style Guide Wiki.

I documented visual design specs in a Point of Sale (POS) Style Guide Wiki.

 
 

Design solution

Make a Sale with my original visual design recommendation. I proposed using a similar style and color palette as QuickBooks Desktop and Online, which many POS customers use for accounting.

Make a Sale with my original visual design recommendation. I proposed using a similar style and color palette as QuickBooks Desktop and Online, which many POS customers use for accounting.

Representation of previous design (left) which only allowed one active window at a time and new design (right) in which user can easily multi-task by switching between multiple open windows.

Representation of previous design (left) which only allowed one active window at a time and new design (right) in which user can easily multi-task by switching between multiple open windows.

Promotional video featuring implemented design of most frequently used workflow: Make a Sale.

 
 

Results

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
 
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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.