Simplifying COVID-19 relief for small businesses

Wrote 25 content articles that helped thousands of small business owners navigate and access COVID-19 relief programs, ensuring they could continue paying their employees during the pandemic.

Intuit, QuickBooks Payroll
Content Designer
March 2020 to June 2020

When the Federal Government launched the Paycheck Protection Program in April 2020, QuickBooks introduced its application and forgiveness portal, automating the approval process for business owners. As a cross-functional leader, I ensured teams had the necessary help articles for multiple launches.

Team

4 Digital Delivery Leaders
3 SEO
1 Product Content Designer
2 Marketing Content Designers
2 GTM Program Managers
2 Product Management Leads
5 Segment Product Management
6 Legal and Compliance Leads
1 Marketing Lead
6 Segment Marketers
1 Researcher

Here's a breakdown of the flowchart of the process of applying for a loan to filing taxes. (As of June 2020)

My approach to the project

Map the customer journey

At the onset of this project, the CARES Act and the Paycheck Protection Program (PPP) were evolving rapidly, creating confusion for small business owners. To address this, I developed a customer journey map outlining each phase: obtaining a loan, using the funds, applying for forgiveness, and understanding tax implications. This map ensured our content met users' needs at every step.

Use direct headlines and conversational copy

I leveraged tone as a strategic tool. Sub-headlines were crafted to convey key information clearly and quickly, allowing users to scan for insights. For detailed paragraphs, I adopted a conversational tone, making complex concepts accessible, and, more importantly for our legal partners, compliant.

Simplify and explain terms

The PPP introduced unfamiliar financial terminology to small business owners. I ensured terms like disbursement were clearly defined and contextualized, helping readers understand their implications for loan management and forgiveness eligibility.

Learnings

Over the span of a few weeks, QuickBooks learning support saw some of the highest traffic ever. One of our main Paycheck Protection Articles received over 100,000 views in the matter of two days. Some of our highest viewed articles don’t even get that in a year.

Kyle Stewart

Made with 💛 in my 🌁 living room with support from excellent friends.