Organising Clarity
Intuit
Design System & Knowledge Base Development
As a key member of Intuit’s Content Design Council, I was responsible for shaping the content design knowledge bases across multiple brands. In this role, I was tasked with creating a clear and user-friendly information architecture (IA) for Intuit’s content design site. The goal was to improve navigation, accessibility, and content discovery, ensuring that both internal teams and external users could seamlessly access relevant resources. This project not only involved optimising the IA but also building a scalable content design system that established consistency across all of Intuit’s content.
Context and Challenges
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Tasked with creating a clear and user-friendly information architecture (IA) for a content design site used by a global audience with varying needs, aimed at improving navigation, accessibility, and content discovery.
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The existing IA was fragmented and inconsistent, with users often struggling to locate relevant content quickly.
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Needed to standardise content across multiple teams and regions, ensuring the IA supported both large-scale scalability and the flexibility for future updates.
Process
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Conducted thorough user research through surveys, interviews, and usability tests to understand pain points and content needs from both internal stakeholders and external customers.
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Partnered with design, engineering, and product teams to ensure the IA aligned with technical feasibility and long-term scalability.
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Developed and tested various IA structures through iterative prototyping and A/B testing, refining based on user feedback.
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Created a robust content design system that included content templates, tone and voice guidelines, and modular content components, ensuring consistent quality and simplicity across all aspects of the design process.
Results
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The new IA significantly improved user engagement and content discoverability metrics indicated by a reduction in time spent searching for key resources.
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Customer feedback showed improvement in satisfaction with the site’s navigation and overall content experience.
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The system became a cornerstone of Intuit’s content design process, adopted across multiple teams and international regions, ensuring consistent and scalable content delivery.
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The content design system was recognised by Nielsen Norman Group in their article “Content Standards in Design Systems,” where Intuit’s work was highlighted for its high quality, simplicity, and scope, serving as the primary example of best practices in the industry.