These are some of my selected works

Intuit Academy

Intuit has recently launched a new product called 'Intuit Academy,' a consumer-facing platform that provides training, badges, and job opportunities to individuals. Upon completing the programs, participants can become certified Intuit Experts, ensuring customers receive world-class service from highly skilled professionals.

Team: I worked with Design Manager, Product Managers, Project Manager, Engineering Manager, BSA (Business System Analyst), ICS (Intuit Customer Success) Expert Development, Developers, Stakeholders, QA Teams and Other Design Team.

Role: Senior Product Designer

Tools: Figma, FigJams, Mural, Adobe Suite

 

Overview

“In order to create an engaging learning experience, the role of instructor is optional, but the role of learner is essential.” - Bernard Bull

Intuit has different products like tax, bookkeeping, credit karma, mint, quickbooks, mailchimp these platforms helps consumers and businesses to overcome their financial challenges. Especially during tax season Intuit need more domain experts to reduce their queue and give the best service to their customers.

Background

 

What I learned and accomplished:

1. Successfully designed the entire user experience from concept to the final product
2. Met tight deadlines by delivering all design screens and assets promptly
3. Created comprehensive design pattern libraries for both apps and web using Figma
4. Delivered an average usability testing score of 96 with positive feedback on iterated designs
5. Increased the Free Account conversion rate from 10% at the MVP stage to 70% for the fully built product over time
6. Facilitated over 78% job placements for users earning badges through exams at Intuit 7. The application has been used by over 2,000,000+ users in the United States

 

Problem Statement

During tax season, the lengthy wait times in queues to connect with experts prompted us to address this challenge by building a robust Expert learning platform. This solution aims to create a large pool of qualified and high-performing experts, reducing waiting periods significantly. The platform encompasses job training, career development, retention, and hiring, ultimately ensuring a seamless and efficient experience for both experts and customers.

How can we create a powerful learning platform for job-seekers to become domain experts?

My Role

  • Led research efforts, establishing the foundation of the design process.

  • Led the team in all UX/UI designs.

  • Conceptualized and designed an entirely new consumer learning product from research to launch, collaborating with product and engineering teams.

  • Developed live wireframes for end-to-end flows and created prototypes.

  • Designed visual mockups and provided detailed design specifications.

 

OBJECTIVES

User Goal

  • Users want to grow their careers and expand their job opportunities in the Intuit ecosystem.

  • Easy interface to complete courses and earn badges at their own pace.

  • Intuitive path to apply for roles as an Intuitive expert.

  • All in one management, Make customers happy, Grow business

  • Learners who have an account created can go through a personalized experience

Business Goals

  • Launch Intuit Academy in a 6 month timeframe.

  • Incentivize new user growth by offering Free courses on the Academy Platform

  • Building a recruiting funnel for hiring experts developed on the Academy platform

Contraints

  • Users would need to complete an internal application to apply for the roles

  • Once user achieves their badge they would need to go through Credly to publish their badges on social media

Design Process

Research-Competitors research

My research consisted of Competitive market analysis, Cost analysis for Intuit tax certification program.

Card Sorting

I ran a card sorting session with my marketing leads, PMs and other team members. I used this technique to determine the hierarchy and priority of the information that should be presented. As I wanted it to be well structured navigation, Information data actionable, Insights shown at different milestones. This would help us know how much value we were going to add to our Academy.

 

Customer Journey

IDEATION

Interaction and Prototype

Created the proposed wireframes and conducted usability testing to validate the Practice test. The learners passing this exam the rate elevated from 23% to 48%

Prototype - Connect with a Recruiter

After achieving a badge candidate needs to fill this form to ‘Connect with a Recruiter’ for a job opportunity.

 

Academy Programs overview

 

Iterated designs

Iteration example 1 : Banner and Video link embedded

In the beginning the courses were going to be as certified courses, but then there were some legal restrictions for classifying the course as a certification.

I suggested to have a small clip of academy overview which will help the learners to gain a general idea of academy and encourage them to be an Intuit expert.

Adding a banner helped to market the upcoming event while improving engagement. The banner attracts attention and conveys information relevant to the user’s experience.

 
 

Iteration example 2 : Tax Level 1- Added Practice Test

Learners were facing hard time to pass the Tax Level 1 exam.

I designed a format change that now allows the learners to take Practice test before giving the actual exam.

This practice exam section has all the required details and interaction to make a user feel comfortable to take the next step.

This increased this product’s revenue by 60%

Iteration example 3 : Change layout and add more details and components

Last year our first priority was to launch Academy with Tax domain. So we offered Tax Level 1 course with learning modules and an exam. As they complete the exam and earn a badge, routed them to recruiters for a job offerings. Tax Level 2 launched after a month, we did usability tested and gauged user responses.

In December 2022 we launched Bookkeeping. I changed the layout, for we had two domains Tax and Bookkeeping.This design update allowed for less scroll and categorized content in a intuitive manner for users to take their actions effectively.

Added a ‘New’ label to the newly offered courses. The duration of courses are varied, so I classified them to ‘course’ and ‘specialty’ courses. Displaying the labels next to the course had strong user validation.

 

Iteration example 4 : Change layout of the main homepage.

Before program categorization was implemented to distinguish between two programs. This allowed users to view the available course options along with the time required to complete each course.

After - The main homepage prominently displayed details for each program on the surface of individual cards without images, accompanied by videos showcasing individuals who successfully graduated after completing the courses.

Academy Overview