Intuit Account Manager
Connecting the Intuit ecosystem from a platform perspective
As the design leader for the One Intuit Account initiative, I transformed how customers manage their accounts across the product ecosystem, replacing bespoke experiences that generated 3M annual support calls ($44M cost) with a unified experience. The redesign increased engagement for TurboTax & Quickbooks by 18% with a 5% direction decrease in contacts, and allowed for new growth opportunities for the new platform.
Client
Intuit
Role
Principal Product Designer
Industry
Fintech
Date
2020
In 2019, Intuit set a bold goal to connect its ecosystem, but lacked a strategy to unify experiences across TurboTax, QuickBooks, and other products. As design lead for the One Intuit Account initiative, I brought together fragmented account experiences into a single destination where customers could manage their data with clarity and confidence. By orchestrating cross-functional collaboration, running workshops, and leveraging research insights, I helped teams align around shared platform capabilities instead of reinventing solutions. With limited resources and outdated technology, we adopted a “wrap first, rebuild later” strategy and pioneered a hub-and-spoke contribution model, enabling distributed development and rapid iteration while laying the foundation for long-term growth
The Account Manager launched in July 2020 and evolved through over 40 subsequent enhancements, despite resource challenges, COVID disruptions, and shifting priorities. Beyond reducing confusion and support costs, it delivered consistent, customer-centered experiences across the ecosystem. The initial redesign drove an 18% increase in engagement in TurboTax and QuickBooks, a 5% decrease in QBO contacts, and transformed static, inconsistent account flows into a scalable platform capability. Today, the Account Manager sees 21M annual visits with strong performance—32.7% CTA engagement (up from 12%) and 66% CTA conversion (up from 48%). If you’d like to see the end-to-end story, including research, iterations, and outcomes, let’s connect.