QuickBooks Online Advanced

As a Senior Content Designer on the QuickBooks Online Advanced team for about two years, I led content strategy and managed and distributed work between myself and another content designer. Together, we partnered with product managers, designers, and researchers to shape the user experience for mid-market customers—focusing on clarity, usability, and cross-surface consistency. I worked end-to-end on multiple features, from early discovery and research synthesis to naming, UX copy, and launch-readiness. My role often included setting voice and tone guidelines for new features, mentoring junior designers, and advocating for content-led design decisions across a complex, multi-team ecosystem.

Tasks and Workflows

Customers needed a way to manage tasks across multiple workflows—like invoicing, reimbursements, and third-party systems such as Salesforce. Without a central hub, they were stuck with duplicate work, scattered information, and wasted time.

We launched Tasks as our MVP, starting with manual task creation and invoice approvals to deliver immediate value. User feedback guided our next iteration: surfacing key details (invoice number, amount, due date, task creator) directly in the list view, enabling batch actions, and refining the design to strike a balance between clarity and simplicity.

In the following release, we connected Tasks to our existing Workflows feature, allowing automated task creation. At the same time, I improved the inherited Workflows content for clarity and consistency, and proposed seeding the Task page with “first-time use” tasks—helping users learn the feature hands-on, without risk to their data or settings.

Expense Management

Mid-market businesses were hungry for an expense management solution. We saw an opportunity to build on QuickBooks’ existing Receipt Capture feature (which I had previously led with another team) and evolve it into a workflow that served both employees submitting expenses and admins managing them.

We conducted 15 in-depth interviews (675 minutes total) across four user types: employee, manager, finance, and admin. From these insights, I developed a content strategy that:

  • Bridged language gaps between employees and admins.

  • Aligned terminology with related features owned by other teams.

  • Branded the solution in a way that distinguished it from existing expense tools within QuickBooks Online.

The beta launch received overwhelmingly positive feedback: “My whole team were very excited… the director of finance was jumping up and down: Yeah! It’s coming!”

Adoption metrics further validated the impact:

  • 93 of 141 invited users joined the beta.

  • 54 users submitted at least one expense claim.

  • 745 receipts were uploaded in total.