Storytelling with Wireframes

The "Triple Crown" project at Intuit challenged the various product teams to design and integrate a triple crown of Intuit Values; Care, Confidence and Ease.

My first steps were to wireframe the existing site experience on Quickbooks Support. Wireframes provided a free form structure to which I could apply the broad concepts while not feeling limited to the existing design.

Next I refined the values to "Personalized Care", "Customer Confidence", and "Usability and Ease". These small changes in the language gave huge context to the goal. 

Selecting one value at a time, I began looking for ways to increase each.

I began by defining areas of the user experience (in purple) that needed to be personalized or were product and customer specific. These personalization are intended to allow the user to recognize themselves as well as let them know we/Intuit cares about them through this personalization. As I explored I was able to see obvious ways I could add value.

Product > Your Product

Detect > Detect Your Product

Product Diagnostic > Troubleshoot Your Product

These labels had previously missed this opportunity for personalization and user self-identification.

I continued by defining areas of the user experience (in red) that added to users' confidence. Were they in the right place? Was this the content they needed? Could they solve their support issues on their own or did they need help? Clear titles, clear product identity, supporting and descriptive content to help clarification.

Get Answers > Seasonal and Popular Answers for Your Product

Update description

Customer Support Hours

With very little additional language, the user could now understand vastly more about the content. They knew if they needed the latest update or if Customer Support would take their call. 

I continued by defining areas of the user experience (in teal) that added to ease and usability. Are next-steps easily available? Is the content organized and prioritized to the most urgent customer needs? Does the page naturally follow users' flow of thoughts. Do the labels fully explain to the users what will happen?

Search Articles > Search For Answers

Troubleshoot Your Product> Let Us Troubleshoot Your Product

Detect Updates > Check For Updates

The search would offer the user not only articles but also community threads. The troubleshooting program allowed Intuit to run a scan of the user's software, a much more intimate and helpful interaction than a simple troubleshooting chart.

I finished my wireframing by combining all of the mapped values, existing elements and plans for improvements. Bringing together all of the values gave the site team a roadmap to follow for needed changes and why they were needed. The work could be justified to product owners and stake holders. The wireframes told the story of how the site was already achieving and would achieve more of the values of the Intuit Triple Crown.