Paycheck corrections

Project overview

QuickBooks full-service customers have dealt with lots of restrictions when trying to correct a paycheck. They had to work with an inflexible product, and when they were blocked, they made calls to customer care. This consumed a huge chunk of time for the customer as well as our care reps.

Problem statement

I’m an employer who is trying to pay my team in QuickBooks.

I’m trying to correct a paycheck. I made a small error and think it should be a quick fix.

But when I go to make a correction, I can’t. I have to call care for help.

Because I’m blocked. QuickBooks won’t let me fix this myself.

Which makes me feel frustrated and upset that I have to spend time on the phone when I should be able to do this myself.

Original experience

If the customer couldn’t make a correction, the product either hid the functionality or blocked the customer without any clear info.

 

Although this message gives a reason, it’s not really clear. It also doesn’t tell the customer what they should do next.

This message questions the user. It looks a little alarming and doesn’t say what will happen next.

This confirmation gives a lot of details, but it might have been helpful to know before they voided.

New experience

Customers can now make corrections in the product themselves as long as the paychecks don’t have tax implications. This provides more flexibility to the product experience, and allows customers to make key corrections without having to wait for the help of a care rep. If a customer can’t make a correction, we provide the reasons why.

In the first 30 days of launching, we saved roughly 80,000 calls to the care team.

In the new experience, the customer always has the option to edit, delete, or void on the paycheck list or paycheck details page. We found out from customer feedback that they wanted to see these options, and if they couldn’t make the action, they wanted to know why. Having the options for some checks and not all, without any additional info, really frustrated our customers.

Instead of questioning the customer, we confirm their action. We also tell them what it means and let them know the consequences. We confirm with a toast message if they hit delete.

Just like with delete, we explain what it means to void a check.

If a customer can’t delete, but void is a better option, we explain why they can’t delete and recommend void.

We do the same if delete is a better option instead of voiding.

In this case, the customer can’t edit. We suggest voiding instead.

Sometimes, the customer simply can’t make their intended corrections because of tax consequences. We explain why and give them the option to contact us. If they choose that option, they can schedule a call back. Since they have the reason, it makes it easier for the care agent to help them.

 

Future experience

In the next release, we’re going to extend the flexibility of corrections even further to handle paychecks in more complicated scenarios. Right now, customers are still limited if they need to edit a paycheck because of tax consequences. We’ve been doing user research to find out the main reasons that they need to take this action. We plan on telling them the steps to edit their paycheck and handle tax recalculations. If they need to contact us for support, they can still do so, but we anticipate this will bring calls to care down even further.