Intuit QuickBooks

Intuit QuickBooks online utilizes a feature known as Smart Digital Recommendations (SDR). Smart Digital Recommendations are a feature that uses a conversational approach to better understand customer pain points, reduce escalations and build a relationship with customers to help unlock value from the QuickBooks ecosystem.

My Role
Research
User Testing
UX Design
UI Design

Timeline and Challenges
6 months in, but project is ongoing
Limited to legacy restrictions in the platform
Limited to online-only interviews
Deliverables
Research Findings
Personas
User Flows
Research Summary
Prototype
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