The challenge

Our users often faced disjointed experiences across Intuit’s various products. The challenge was to create a unified platform experience that would integrate these products seamlessly, delivering greater value and reducing friction for our multi-product customers.

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How users perceive our product

Our current experiences are driven by multiple products, rather than platform.

Better Understanding of What stress the user

A major problem occurred when users had to go to different apps owned by same company with single sign on to get information.

Our data revealed that:

1. Users expected us to have data ready for them
2. Users get more lustrated when they have a financial moment in their life, such as buying a home.
3. Some users were shocked to know that intuit owns Mint, Turbotax and Quick books.

Financial moments that matter

Based on these insights, Our research team proposed design based on moments rather than journey.

1. Reactive moments
2. Proactive moments

Designing for moments V/S journey

I’m a first time buyer, I have been saving to buy a house for some time, But I am not sure where to start and what I will need to when I start the process which makes me anxious

Welcome screen

Show insights based on the moment at welcome screen.E.g. close to home buying goal.

Goals section

Familiar pattern, users go to this section to check their goals.

All in details

User is close to goal of purchasing a house. As platform we want to combine their data and present them.

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Calculator

Based on data we have. We decided to show the price range.

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Bank cards

Provide unbiased information about bank interest rates.

Transparency

Clear indication of where we are gathering information from.

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Test results and much more to do

Upon testing the prototypes we discovered

1. Most users want Intuit to provide these insights but we also discovered there are much more financial journeys users go through.
2. Users have lot of anxiety about the financial matters and want clear indication of where we get data.

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The Impact

Designing with moments that matter had a positive impact on the company, at the time I was on the projects we were able to convince teams to incorporate more moments that matter mindset to their design practice and also get funding and support from leadrship to develop the idea into more business units and launch faster.