Kirsty Fabiyi
Work
About

Intuit

2021

Designing an  payroll submission reminder settings system.

UX Research
UI Design

Problem

50% of customers are submitting payroll to HMRC late

Challenge

Design a way to inform users of their next steps to submit payroll throughout their journey in QuickBooks.

Customer Problem Statement

I am a small business owner with one or more employees using Payroll
I am trying to avoid being fined by HMRC for submitting late or not paying my employees correctly
But I am not confident of what I need to do next ‍
Because I am not given clear direction of what needs to be done and whenWhich makes me feel anxious in trying to stay on top of my payroll

This customer problem applied to two main user groups SMBs and Accountants using Quickbooks.

This customer problem applied to two main user groups SMBs and Accountants using Quickbooks.

Solution Brainstorm

After a team brainstorm we narrowed down to the solution of implementing an email reminder system.

Storyboard Sketches

Prototyping

Designs based on the the selected storyboards developed in the workshop

Modal Popup

Dashboard → Payroll Dashboard → Drawer Reminder Settings

Drawer Reminder Settings → Toast Message → Reminder Settings

Usability Testing

I showed 5 customers the Popup prototype user journey.
2 Accountants & 3 SMB's

Hypothesis & Results

Customer Quotes
"It's very easy to let things takeover, and the months go by very quickly "
" I know it has to be done as pay is a very emotive subject"

Concept Testing

Testing with 3 Accountants & 3 SMB's with previous late payroll submissions
Research Findings
  • Validated that the concept of email reminders helps target customers.
  • Customers who have missed payroll also rely on written diary reminders/ calendar reminders.
  • Customers who hadn't missed payroll used memory / internal scheduling to keep track.
Feedback
  • Customers suggested reminders for other important events that are less frequent( Quarterly VAT Payments).
  • Customers suggested mobile notifications,  text messages or a check/to-do list.

Workshop

I facilitated a  workshop to present my research findings to create alignment with the members of the payroll team including designers, product managers and engineers

Workshop goals

1. Share research findings
2. Sketch a solution to the pop-up usability issues
3. Brainstorm how users can receive reminders

Designs

Iterated Prototypes

After this workshop I took  sketches from the workshop and created high fidelity prototypes to use for rapid testing sessions

Payroll Dashboard To Do List

Dashboard Card

Dashboard Card

After users have submitted Payroll late
Results
Strong positive reaction to popup with contextual content and a CTA in the dashboard.

After testing with specific customers it was clear that payroll email reminders would be an effective solution to help reduce the high number of late payroll submissions and help users feel up to date in their payroll process