Objectives
- Expose users to new small-business products and services,
including content publication, from Intuit and its partners
- Expand users’ perception of Intuit and the QuickBooks brand
beyond accounting and tax core competencies to include new business
management solutions
- Improve customer satisfaction by helping users find what
they need quickly and easily
- Reduce product support costs
- Increase product sales and service subscriptions
Conceptual Model
Most small business owners aren’t aware of new products and services
available to help them run their businesses; this is particularly
true of web-based products and services. Grouping content, tools,
and services according to the constituency they serve (customers,
vendors, employees, etc.) enables the user to find a solution
by focusing on their problem rather than trying to figure out
which type of information (products & services vs. user-to-user
vs. support, etc.).
Users are familiar with the constituency model as presented in
the QuickBooks desktop application in previous versions (via the
navigator). The Picasso release will broaden this model across
the user interface (menus, navigation bar, Centers, and navigator).
On QuickBooks.com, we have the opportunity to present features
that take advantage of the web’s unique capabilities, including:
- Content publication (especially content that is timely, extensive,
or changes frequently)
- Intuit-produced web services
- third-party services
- member interaction
At the same time, users need to be able to find the following
types of information quickly and easily:
- Answers to technical questions about using QuickBooks.
- How to buy a product or subscribe to a service.
- How to contact Intuit (site feedback, customer service, email
support when available)
- How to find what they’re looking for on QuickBooks.com
- For smaller subsets of users: press and partners information
What needs to be accomplished
Release 1.0
- Constituency-based department pages within the Business Resources
area of QuickBooks.com (design, template creation, content programming,
QA)
- Reorganization of Q&A content from Lemur (investigate
feasibility of template adjustments vs. reprogramming content,
QA)
- Consistent URL conventions for new pages (design, QA)
Release 2.0
- Site-wide navigation changes items (design, usability, template
changes, QA):
- Constituency-based department pages become top-level navigation
- Appropriate differentiation/placement of Easy Access navigation
- Changes to Search Results page (design, usability, template
changes, QA)
Incremental Improvements:
- Changes to message board structure to reflect new organization
- Consistent URL conventions for existing pages (design, doc
tree changes, QA)
Non-organizational improvements that would support objectives
- Improved site performance
- Upgrade templates to use CMS
Information Hierarchy Specifics
Constituency Areas
|
Navigation Item
|
Business Content
(includes content from all Intuit small business web sites:
CCH, Q&A, articles, message boards, chat/seminar transcripts,
web directory)
|
Intuit Product & Service Information
|
Third-Party & Cobranded Content/Services
|
|
Company
|
Legal (contracts, patents, government regulations)
Banking (new sub-zone)
Funding information
Business plans
Accounting methods and practices
|
Online Banking
Employee-related QuickBooks Support FAQs
|
Patent Search
Legal Forms
SBA Loans
Web Admin (new sub-zone), including: Shipping/package
tracking, Postage, Travel, Reference (yellow pages,
zip code lookup, government sites…)
|
|
Customers
|
Marketing & PR
Customer-related legal
Customer management
|
Customer-related QuickBooks Support FAQs
|
Marketing-related services
Customer credit reports
|
|
Vendors
|
Office Products/Technology
POs purchasing systems
Purchase financing
|
InsureMarket
Checks & Supplies
Professional Advisors Program
Vendor-related QuickBooks Support FAQs
|
BuyersZone business product/service buyers guides
Shopping & Auctions
Amazon bookstore
OnSale auctions
Find a consultant, lawyer, or other professional
Shareware; other online freebies
|
|
Employees
|
Employee management (hiring, firing, coaching, training…)
Payroll
Benefits & Retirement
Employee-related legal
Workplace Safety
|
Payroll Services site
Employee-related QuickBooks Support FAQs
|
Employee-related forms
|
|
Taxes
|
Tax dates
Tax laws and regulations
Payroll taxes
|
Professional Advisors Program
TurboTax for Business
Tax-related QuickBooks Support FAQs
|
Tax forms
|
Easy-Access Areas
|
Navigation item
|
Contents
|
|
Support
|
Current ASG content and tools
|
|
Products & Services
|
IntuitMarket Small Business P&S information
|
|
Site Guide
|
To be developed; could include tour, help pages, site map,
search
|
|
Buy Now
|
Current direct link to ordering information
|
|
Press & Partners
|
Current press & partners information
|
|
Contact Intuit
|
Site feedback, customer service/order information, tech
support
|
Note: not all Easy-Access items will be presented with the same
degree of prominence
|
