Intuit Quicken

Challenge: Intuit needed to increase conversion performance for Quicken Online on Quicken.com and to drive greater customer satisfaction with fewer calls to tech support on Quicken Support.

  • Ethnography: To understand the consumer financial lifecycle, we conducted a series of user interviews. The interviews captured people of various backgrounds, economic levels and different approaches and attitudes towards managing. The research revealed 3 distinct user themes that fed into the final personas.

  • Personas: We developed a set of personas based on the financial behaviors we understood from the user interviews. These helped guide our approach to the design.

  • Experience Themes: We brainstormed experience attributes and synthesized them into an experience theme with supporting concepts. We used the final theme as a guiding vision for the content strategy, voice and interaction design.

  • Visual Concept Models: Sketching was used to help visualize how each persona might approach the Quicken.com site and Quicken products based on their specific financial story.

  • Information Architecture: Our metadata specialist worked closely with Intuit’s search architecture team and SEO specialist to define a new taxonomy and organization schema for the Quicken Support data.

  • Interaction Design: Based on understanding wide differences in Quicken’s customer’s financial goals, the team developed a series of interaction models and user flows.

  • Rough Wireframes: Early wireframes explored navigation options at a high level.

  • Rough Wireframes: While working through the concepts, we started with sketchy wireframes to capture ideas, potential headlines, illustrations and content modules.

  • Wireframes & Specifications: Once our interaction models were approved, we created wireframes and interaction specifications for both the Quicken.com and Quicken Support Site.

  • Wireframes & Specifications: Once our interaction models were approved, we created wireframes and interaction specifications for both the Quicken.com and Quicken Support Site.

  • Wireframes & Specifications: Once our interaction models were approved, we created wireframes and interaction specifications for both the Quicken.com and Quicken Support Site.

  • Visual Design: We did mood boards to determine the brand feel of quicken.com. The options all revolved around existing brand guidelines.

  • Visual Design: Final deliverables included mocks, visual specifications, illustrations for the site and high level visual style guides.

  • Final Site: From the chosen design direction Tangible created all the core templates for the site development.

  • Final Site: While the site was a success in conversion, Tangible continues to work with the Quicken team to increase conversion rates through A/B testing.

Solution

Through a series of user interviews and understanding customer’s financial lifecycle, Tangible ux and the Quicken teams worked together to overhaul the sites architecture, content, conversion flows and customer support architecture. In addition the visual look and feel was given a makeover to more closely tie-in with Quicken Online interface.