QuickBooks Streamlined Onboarding In-depth interviews, contextual inquiry, and usability testing to understand low task completion rates, friction points, and customer mental models around onboarding Summary Impact Launched a new, streamlined onboarding experience that improved onboarding completion rates by at least 7% QuickBooks Usability Program An executive-sponsored team of multidisciplinary partners with the goal of measurably improving the usability of QuickBooks Summary Established metrics to quantify and monitor usability. Operationalized usability testing to ensure durable, systematic improvement over time. Impact QuickBooks Brand Strategy Evaluating QuickBooks’ visual brand strategy, including first-time explorations into Gen Z’s perception of the QuickBooks brand. Summary Directly informed the latest QuickBooks brand refresh and delivered data-backed principles to maximize impact of brand elements in the product. Impact Research Team Newsletter Side project that aimed to broaden the reach and influence of the research team’s projects and insights. Summary Boosted the research team’s slack channel audience from 50 to 400+ within a year and a half. Directly increased view counts of final deliverables. Impact
