During my one year in this role, I focused on both new experiences and enhancements needed to the existing experiences within the QuickBooks Payments space. A key initiative was the collaboration with the Shared Experiences team to launch a new, improved, and consistent ‘Sales and Get Paid’ app overview page in Fusion. This involved managing cross-functional stakeholders, influencing page framework decisions with customer insights and data, and rapidly delivering detailed designs, resulting in increased customer engagement. Additionally, I led the vision work for ‘Early merchant experience’ i.e. experience for users who have just signed up for payment and have not gotten paid yet. This included conducting discovery research, translating vision into concepts, and utilizing AI tools for synthesis, brainstorming, and visual creation to influence the roadmap. I also led and coached designers across several key areas during this period, including templates/customization of sales forms, invoice UI optimization and AI in invoicing.

On the QuickBooks Invoicing team, my focus was to migrate users to a new experience. I collaborated with designers to establish frameworks and principles, while individually designing and shipping over 8 features. I also defined key migration touchpoints and mentored other designers to improve delivery speed and quality. These efforts led to 97% feature parity, expediting migration, increasing adoption and “Create to Pay-enabled Invoice sent rate." Additionally, I led various small to medium cross-product initiatives and experiments aimed at simplifying online payments for small and medium-sized businesses.

As a design lead for the QuickBooks Commerce order management team, I spearheaded rapid experimentation and iterative design based on customer insights. Later, I transitioned to the QuickBooks Payments team, where I designed and launched the Payment Links feature, overseeing the entire process from research and concept creation to testing and detail design delivery.

Designed online and offline customer experiences. This included interactions across mobile, retail, web, and in-person services such as sales, installation, support etc. My work encompassed the end-to-end design process, from conducting customer research to understand the pain points and get feedback on our designs, facilitating stakeholder workshops to drive and influence the roadmap to synthesizing observations, developing user flows, service blueprints, and building prototypes for design delivery.