Intuit
A service design project to unify the employee experiences across Quickbook’s range of products (QBO, QB Payroll, and QB Time). Understand what a single source of truth means for the employee entity.
Moreover, understand the QBO ecosystem and create systems and tools to communicate the complexity across projects across teams to align them.
Service Design
Timeline
10 Weeks
Region
North America
My Role
Research
Service Blueprint
Ecosystem Mapping
Workshopping
Tools & Activities
Mural
Figma
Ethnographic Research
Team
Tasneem Dalal
Jenny Williams
Breana Russell
Mishi Soni
The Process
Create a detailed current state service design blueprint, to help align various teams, minimize internal team friction, identify priorities across teams and Communicate a complex problem succinctly across multiple teams as well as roles.
Exploration Area
The initial research was conducted with team members within the QBO Advanced team. These included a product design strategist, a product designer, two product managers, and a senior product designer. Moreover an existing repository of data across QBO advanced was studied.
Research
The primary research was conducted across various verticals which included QB Advanced, Payroll, and OIAM to understand the current knowledge and understanding of the EE project, perception of the EE project with respect to users’ primary goals and to get an understanding of the tech architecture.
This research led to the following insights:
Scalability at its core: Team members want a scalable solution and want a tool to be adapted to their own projects
Detailed toolkit: Need a step-by-step guide on How to use a tool for maximum output - only a communication tool isn’t enough.
Co-Creation: Building the ecosystem map and service blueprint together with teams and stakeholders involved will yield a lot more value.
Analysis
As an output, a detailed ecosystem map & a service blueprint were developed. This was also done using co-creation with separate teams to to align their goals and priorities as well as understanding of the EE project.
Ecosystem Map & Service Blueprint
Through this process, there was clarity in terms of understanding different team structures, able to track the future state of the project, identify the value exchanges across all the stakeholders, onboard new members to the EE project and be able to conduct service design workshops within respective teams.
