Summary
Payment Terminal aimed to simplify QuickBooks Payments by addressing user confusion around processing payments. With 19K annual support calls, research revealed that merchants struggled to differentiate between Sales Receipts and Receive Payments. By reducing the use of confusing accounting terminology, we aimed to make payment workflows more intuitive and accessible to regular merchants.
Team:
1 Design Lead, 1 Product Manager, Dev Team.
My Role:
Led the 0-1 foundational design of a new workflow that resembled a common "checkout" experience to take payments.
Impact:
During initial rollout to several thousand customers, Payment Terminal significantly improved user engagement and adoption. 38% of users returned for multiple transactions, and 7% were new to QuickBooks Payments. The new workflow was more intuitive than the previous Sales Receipt process, with 34% of users finding it easier to use. Additionally, 81% of users who previously used Receive Payment found our new workflow to be a better fit.
** I left Intuit to PayPal shortly after the initial v1 rollout in April 2019
Design Work
Payment Terminal Initial Design:
Payment Terminal v2 Design with expanded workflows:
