Project overview

To help long-time QuickBooks Desktop users move to QuickBooks Online with confidence, we built a dedicated end-to-end migration tool. Designed to be simple, intuitive, and secure, the tool focused on meeting the needs of less tech-savvy customers who were often hesitant about switching platforms.

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We also created a specialized experience for accountants — one that let them migrate multiple client files to QuickBooks Online in a single flow. Until then, accountants were using a tool built for individual users, forcing them to migrate one company file at a time — a slow and tedious process for firms managing dozens of clients. 

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Customer problem

• I am an accountant using the QuickBooks Desktop Accountant product to manage my QuickBooks Desktop clients. 

• I want to migrate my QuickBooks Desktop clients to QuickBooks Online so that I can manage them all in one place. 

• But I take far too long to do so. 

• Because I have to migrate each client's company file, one at a time. 

• Which makes me feel insufficient and under productive. 

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Solution & implementation

Solution

Accountants managing multiple clients often struggle with moving client files from QuickBooks Desktop to QuickBooks Online — especially when dealing with high volumes. The existing flow required them to migrate each file individually, which was time-consuming, repetitive, and error-prone.

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To solve this, we introduced the Accountant Batch Migration Tool — a guided experience that helps accountants move multiple client files from Desktop to Online in one go.

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This tool reduces friction, saves time, and gives accountants more control and visibility throughout the process.

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Implementation

As the content designer on this project, my goal was to design clear, empathetic, and action-oriented guidance within a highly technical and multi-step workflow.

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Here’s how I approached it:

 

1. Shaping the content strategy

• Partnered closely with PM, Design, Professional Services, and Marketing teams to define the voice for this tool → balancing technical accuracy with a reassuring, friendly tone.

• Focused on making the migration feel easy and approachable for accountants who might be nervous about moving sensitive financial data.

 

2. Designing the end-to-end experience

• Created a step-by-step guided flow — making sure every screen answered:

  • What is happening?

  • What do I need to do?

  • What happens next?

• Key content moments I worked on:

  • Welcome screen → setting expectations

  • Migration checklist → prepping accountants before they start

  • Error handling → clear, actionable recovery paths

  • Success states → confirming completion and next steps

  • Tooltips & in-product help → reducing dependency on external support
     

 

3. Partnering for help & learn content

• Extended the product guidance into Help articles (like the one you shared) — making sure language was consistent and instructions were scannable.

• Collaborated with Tech Writers to align terminology across in-product and help content.
   

4. Testing & iterating with customers

• Supported user testing sessions to see where accountants got stuck or confused.

• Iterated content based on feedback — e.g., simplified error messages, clarified file size limits, refined confirmation screens.

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Content design impact

• Reduced accountant drop-off rates mid-migration.

• Higher confidence and satisfaction with the migration experience.

 

Overall impact

• 1.1K files were migrated within 6 months of the tool's launch. 

• 2.5% of overall migration is happenning via this tool.