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InVision > Case Studies > Designing for Delight: Intuit's Innovative Approach to User Experience
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Designing for Delight: Intuit's Innovative Approach to User Experience

Technology Category
  • Drones - VTOL & VTOL Hybrid Drones
  • Infrastructure as a Service (IaaS) - Hybrid Cloud
Applicable Industries
  • Buildings
  • Construction & Infrastructure
Applicable Functions
  • Product Research & Development
Use Cases
  • Experimentation Automation
  • Rapid Prototyping
Services
  • System Integration
The Challenge
Intuit, a financial services and software company, faced the challenge of designing products that not only meet the needs of their customers but also provide a delightful user experience. The company wanted to ensure that their users have the same level of confidence in their products as they would in a professional accountant. This was particularly important for their TurboTax product, which is used by individuals to file their taxes. The challenge was to create a design system that could be used across all their products, while also being flexible enough to cater to the unique needs of each brand under the Intuit umbrella. Additionally, the company wanted to ensure that their design process was informed by customer insights and research, and that these insights were shared across the organization.
About The Customer
Intuit's customers are individuals and small businesses who use their financial services and software products. These customers range from individuals filing their taxes using TurboTax to small businesses managing their finances with QuickBooks. The customers require products that are not only functional and reliable but also provide a delightful user experience. They need to have confidence in the products, trusting that they will help them manage their finances effectively and efficiently. The customers' needs and experiences are at the heart of Intuit's design process, with the company striving to meet them where they are and make their products more connected and seamless.
The Solution
Intuit's solution was to build a design system that could be used across all their products. This system was developed by a team of designers, ranging from junior to senior level, who worked together to think through the impacts of adjusting the many components and work at a systems level on the product. The design system gallery became a crucial part of the product’s infrastructure, with playbooks used to document not only the component but also the thinking that went behind the work. To ensure that the design system catered to the unique needs of each brand, the team used a litmus test: whether they felt excited about the ability of what they had created to express what was unique about the brand and bridge the ecosystem. Additionally, Intuit placed a strong emphasis on customer research and storytelling, using these insights to inform their design process and share across the organization.
Operational Impact
  • Intuit's approach to design has resulted in a more connected and seamless user experience across all their products. By building a design system that can be used across all their products, they have been able to create a consistent user experience while also catering to the unique needs of each brand. The use of customer research and storytelling has allowed them to stay connected with their customers and develop products that meet their needs. Additionally, their hybrid organizational structure has provided the flexibility to tailor their structure to meet the immediate needs of the teams and the organization. This has helped to ensure that the designers working on the teams have a strong connection to the users of the product.

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