Mobile onboarding
Reducing false trial starts and streamlining onboarding in the QuickBooks Time app.
Client: Intuit
Role: Senior Product Designer
Date: May 2021 – Jan 2022
TL;DR
I led the mobile design for a new QuickBooks Time invite flow, resulting in a 16% increase in workers successfully joining a company and a 23% reduction in login-related support cases.
Overview
The QuickBooks Time mobile app had a usability issue where the start screen was designed more for admins and company trials rather than the primary user base—hourly workers (84%). This mismatch caused confusion among new workers, who often mistakenly thought they needed to start a company trial to use the app for time tracking. In reality, they needed to accept an invite via email or SMS.
As a result, many new workers unintentionally created unnecessary company accounts each month, leading to a high rate of false trials, complicating onboarding, and skewing trial statistics.
The solution
To resolve the onboarding usability issue and reduce trial starts, I led a redesign of the entire mobile start screen experience though extensive usability testing and rapid experimentation.
The new screen prioritized the needs of hourly workers, making it easier for them to access their employers’ QuickBooks Time accounts. Now, instead of the primary action being a company trial start, we clearly explained how to join an existing company through two options: entering a 6-digit company ID or scanning a QR code.
While we still retained the ability to create a company trial in-app, we overhauled the content to be clear that this was for business owners and admins only.
Outcomes
Following development, the new onboarding flow was part of a 3 month A/B test, where after evaluation, was rolled out to all cohorts within the next 2 months. High level outcomes are as follows:
In the initial A/B test, workers that had access to the new onboarding flow required 1,500 less invites from their admins.
Reduced login-related support cases by 23%.
16% increase in workers successfully joining a company through the new mobile invite flow.
False trial starts created by workers reduced by 72%.
Trial activation rate remained largely unchanged.
Mobile onboarding
Reducing false trial starts and streamlining onboarding in the QuickBooks Time app.
Client: Intuit
Role: Senior Product Designer
Date: May 2021 – Jan 2022
TL;DR
I led the mobile design for a new QuickBooks Time invite flow, resulting in a 16% increase in workers successfully joining a company and a 23% reduction in login-related support cases.
Overview
The QuickBooks Time mobile app had a usability issue where the start screen was designed more for admins and company trials rather than the primary user base—hourly workers (84%). This mismatch caused confusion among new workers, who often mistakenly thought they needed to start a company trial to use the app for time tracking. In reality, they needed to accept an invite via email or SMS.
As a result, many new workers unintentionally created unnecessary company accounts each month, leading to a high rate of false trials, complicating onboarding, and skewing trial statistics.
The solution
To resolve the onboarding usability issue and reduce trial starts, I led a redesign of the entire mobile start screen experience though extensive usability testing and rapid experimentation.
The new screen prioritized the needs of hourly workers, making it easier for them to access their employers’ QuickBooks Time accounts. Now, instead of the primary action being a company trial start, we clearly explained how to join an existing company through two options: entering a 6-digit company ID or scanning a QR code.
While we still retained the ability to create a company trial in-app, we overhauled the content to be clear that this was for business owners and admins only.
Outcomes
Following development, the new onboarding flow was part of a 3 month A/B test, where after evaluation, was rolled out to all cohorts within the next 2 months. High level outcomes are as follows:
In the initial A/B test, workers that had access to the new onboarding flow required 1,500 less invites from their admins.
Reduced login-related support cases by 23%.
16% increase in workers successfully joining a company through the new mobile invite flow.
False trial starts created by workers reduced by 72%.
Trial activation rate remained largely unchanged.