Intuit Developer Portal
Project Overview
Developer group helps fulfill the unmet customer needs of QuickBooks customers through app integrations into the platform by strategic partners/developers. Broken user experience, missing basic features and the lack of advanced features present in competing platforms call for a redesigned portal to better serve third-party developers in the Intuit ecosystem.
Project duration
10 months
My role
Design lead
- led customer study with 1 product designer
- led interaction and visual design with 1 product designer
- partnered with PM, marketing and development team
Result
New portal sees a significant positive result:
Developer NPS: +29 (highest ever)
Total QBO connections: 1,008K (highest ever)
New developer accounts: 40K+ in FY19 (highest ever)
Why Redesign?
NPS score: -17
Quick fixes 🚫
Redesign ✅
Design Process
Discover
Behavior research
User interview
Subject matter experts
Define
Customer problem
ideal state
Information architecture
User flow
Ideate
Wireframe
Prototype
Hi-fi prototype
Validate
Usability testing
design review
Deliver
Zeplin
Customer Persona
Enterprise persona
Developer (core persona)
Marketers
Product managers
CEOs
Developer partners
Developer relation
Customer care
Developer evangelist
We will be focusing on the core persona - developer.
Customer Research
In order to learn what’s going on with IDP, we conducted a series of customer research. The research is based on 2 user groups: Newbie experience and Experienced developer experience.
Newbie Experience
We let the developers who never used our product before to try it for the first time to identify problems. This study focused on
Learning
Onboarding
Key attempts to navigate in the product
Experienced developer experience
We also let the developers to show us their workflow, observe how they navigate around in the product and hear feedback from them. This study focused on:
Development process
App management
Heatmap to document problem areas
Developer Council
We gathered feedback from developer council, who is an internal team working closely with developers.
Customer Journey Mapping
Identified key steps for developers work flow
Discover —> Learn —> Develop
Competitive Analysis
Some of the main focuses are:
Information Architecture/Navigation
Developer’s document
Basic features
Advanced features
Visual design
Research Learning
Based on the user research and competitive analysis, we realized: Intuit developer portal failed because it doesn’t match developer’s mental model.
1.
Developers want Intuit to hand hold them thru the development process
2.
Each developer has a different way of getting started. Depending on which roles they are and the path they take, they want to see what is relevant.
3.
They want a clear distinction of environments and stages
Rethink the Experience
FROM:
Did not learn enough about the developers to personalize experience
No onboarding experience, leaving developers confused
Tasks are large and difficult with unclear payoff
20% unintended published apps
TO:
Personalized (platform, language, API) experience on how to get started
Redefine the onboarding experience
Bite sized tasks lead to aha moments
<5% unintended published apps
Defining Customer Problem
I am a 3rd-party developer,
And I am trying to build an app to integrate with QuickBooks to serve my customers.
But it’s hard to create an app that can connect to QBO.
Because there’s not enough guidance to get started, no defined path to follow, and information is scattered,
Which makes me feel lost and disappointed…
Defining Ideal State
In a perfect world,
I can learn about QuickBooks and build app for QuickBooks with clear defined steps.
The biggest benefit to me is:
time saving, get set up right, get X done when developing QuickBooks apps - grow business and make money
Which makes me feel:
Confident in building my apps
Goal
Early Concepts
Brainstorming
Paper prototyping
3 Directions
—>
2nd direction as the final choice
Information Architecture
New Design
Highlighted screens
Flyout
Users can launch to most important experiences and resources easily so that they can switch between different experiences such as QBO apps, OAuth playground and User management.
They are able to easily find resources required at different points in the app lifecycle management such as test keys during development, production keys when deploying app in production environment and information about listing the app on App store.
My apps dashboard
With this new design, we are able to add some highly requested changes. The new dashboard now lets you quickly glance at and navigate between all your apps, lists their various attributes.
App listings by rows where each row provides more data at a glance
Added feature like filter, search, customize columns
Modular design that allows it to be scaled to multiple verticals
My apps dashboard
With this new design, we are able to add some highly requested changes. The new dashboard now lets you quickly glance at and navigate between all your apps, lists their various attributes.
App listings by rows where each row provides more data at a glance
Added feature like filter, search, customize columns
Modular design that allows it to be scaled to multiple verticals
Feedback Widget
In order to collect feedback from customers, we added feedback widget throughout the product. The widget is integrated with Slack Channel and all of our product team can receive timely feedback.
Results
Developer NPS
+29
(highest ever)
QuickBooks connections
1,008K
(highest ever)
New Accounts
40K+ by FY 19
(highest ever)
Average # of visitors
from 200 visitors/day to 1000 visitors/day
(highest ever)
✏️Will share more in details for interview purpose