[My Role]
Lead Designer
UXR
[Platform]
Desktop
Mobile web
[Timeline]
6 months
Intuit QuickBooks is a financial platform designed to simplify accounting and business management for millions of small businesses. Within the ecosystem, QuickBooks Customers is a built-in CRM and sales tool that lets SMB owners manage customer relationships, communicate, and send invoices.
Intuit made a strategic shift: move beyond passive tools and deliver a "done for you" experience. The goal was to bring trusted, secure, and accurate financial actions through AI.
How might we leverage "AI" to help businesses increase their revenue?
Intuit QBO Northstar metrics
Customer revenue ($)
Monthly active users (MAU)
Retention rate
Manual sales process was a roadblock for growing businesses
Pain point 1
12
hrs/week on writing emails
📧
6
hrs/week on sorting inquiries
🧑🏻💻
4
hrs/week on creating invoices
🧾
Pain point 2
Tasks were falling through the cracks
As businesses grew, missed follow-ups and dropped leads were common.
Approach
Streamline sales operations with AI to
help businesses win more deals
Search
Answers any questions about
sales process
Customers can ask anything about their sales process or customers from “Who are my top customers?” to “How can I get more customers?”and get instant and contextual answers based on their business data.
Recommendation
Recommends next best actions
Customer Agent suggests next steps based on past conversations and automates key parts of the sales workflow, while preserving customer control for decision making.
Automation
Captures and organizes inquiries
Customer Agent reads and collects incoming inquiries across Gmail, Outlook, Instagram Ads, and more,
then surfaces them for customers to review in one place.
Automation
Drafts emails
From follow-ups to rate negotiations, Customer Agent writes them for customers at the right time,
so that no opportunity goes cold or falls through the cracks.
Automation
Drafts invoices
ased on past conversations, Customer Agent pre-fills invoices with the right products and services and has them ready for your review when it's time to send.
