Automate payroll
(QuickBooks Auto Payroll)
Simplifying a complex workflow through automation.
COMPANY
Intuit
ROLE
Lead Designer
Duration
5 months
Context
QuickBooks Payroll is the #1 payroll provider for small businesses.
Market study results independently identified automated payroll as the single most impactful feature for customers.
Problem
Payroll is an employer’s largest recurring cost and an employee’s critical source of income. Timeliness and accuracy are crucial.
But when employers already have so much worries, paying employees accurately and on time shouldn’t be one of them.
Approach
Discussions with cross-functional teams to align on MVP features for V1, and feature roadmap for V2 and V3.
Competitive feature analysis and interviews with customers using Gusto and Square.
Design concepting, prototype testing and iteration.
Payroll has 4 main areas, automated payroll focuses on running payroll and money movement to employees.
Happy path
Turning off Auto Payroll
User interview
Customer: 9 QuickBooks Payroll users with a number of employees ranging from 1-30
Process: Two interviews each day, between each one, we iterated the user experience based on feedback from the previous interview
Customer problem: Learned about their normal process for running payroll, dug deeper to ask about if (and how) they had thought about automation.
Testing with prototype:
Where their attention was being drawn
Which CTA did they want to click and why
What they expected when the CTA was clicked
Whether they were interested in turning on Auto Payroll
Enrollment modal iterations
Email communication
Exceptions
Launching the experience
Auto Payroll V1 launched as part of the new payroll SKUs, supporting salaried employees on direct deposit.
Future releases will support both paper checks and hourly employees.
Lessons learned
Most interaction happens outside of the product
Content design is critical with automated systems
Transparency and visibility of status are paramount
Customers valued peace of mind over saving time
An exit survey was added when customers turn off Auto Payroll.
