Post-migration hub gives feedback on users’ accounting data, but not payroll data, causing frustration since payroll is business-critical.
First round of user interviews
01
Users weren’t aware of the status in case of migration failure
Users don't know how to prepare their files for migration. They also don't realize when migrations fail because there's no communication about the outcome.
02
Data missing from reports
Users are reporting that financial data from the previous and current years is missing. This has left reports and historical records blank, which is a major concern for their upcoming payroll run.
03
Tedious data verification process
Users are finding it difficult to verify migrated data, as they are returning to the old system to manually compare reports and individual line items.
First iteration
08
Discussion
with tech teams
Tech POC showed payroll data is available only after setup
We learned from our recent test that we can't get payroll summary data directly from QuickBooks Online. Users will need to complete their payroll setup first, and then the cumulative values will appear.
09
Discussion
with marketing folks
Marketing suggested a 'Contact an Expert' button in payroll for discrepancy support
Marketing liked the concept and the desktop-online side-by-side comparison.
They appreciated the transparency showing the KB article on migration.
They suggested adding a 'Contact an Expert' button for customers facing issues even after payroll setup.
10
Second iteration
11
Second round of user interviews
Insights
01
Users want detailed payroll discrepancy data
Users were pleased to see comparative values for identifying payroll data mismatches, but they also requested more accurate, detailed data beyond the hub's overview.
02
They want to see a way to fix the discrepancies
Users had hoped QuickBooks Online would resolve or suggest fixes for the mismatches, but the proposed post-migration hub only provides feedback.
03
Mismatch Resolution vs. Payroll Setup
When users see a data mismatch, their first instinct is to contact an expert, but they need to complete payroll setup first. It is also unclear if the expert help is free.
