Case Study: Quaderno | Care Remote

Case Study: Quaderno


Care Remote

Description of Research

Quaderno’s website and other sources of information that related to taxes were used in this research. 


The software calculates sales tax, VAT and GST for businesses of all sizes. The platform consists of checkout, billing history and reporting features which provide the user with a traceable, streamlined and compliant way to manage and track taxes.

Technical Limitations

Competition: Major players include TaxJar, Taxamo, Baremetrics, Avalara

What Quarderno in working on?

Quaderno takes the process of doing taxes easier for businesses. It picks up the slack where a traditional service like bookkeeping or accounting dropped the ball. Compliance is a major part of taxes and documentation needs to be accessible. 

The knowledge base along with the ability to connect with a human via chat or email is available. A representative knows the details of your business and they have records of past issues that you may have had. 

It is critical that documentation is organized and demonstrated in a way that Quaderno can pass on a high level of business value to its customers. Business automation reduces steps in a process- it makes things faster. 

Clients can use customer facing features of the software to personalize an email for example. 

Automation lowers the occurrence of errors which is another benefit of the service. 

Documentation is needed so that all stakeholders can use the system effectively. 

How I would approach this problem

Clear documentation. Documentation is a part of your sales funnel which can consist of blog posts, technical documentation, manuals, guides and more. The value add for Quaderno is that this will position the company at top of mind~ the go to source for taxe software across the world.

Create and maintain content that lets people do things with Quaderno

Content creation approaches. Finding the right angle or big idea and level of expertise. Here are a few examples of the most useful and effective post types. Quaderno has a domain rank of 66 which is very good. Backlinks = ~7K with organic traffic of 12K per month. 

Here are it’s top 10 competitors from the standpoint of search engine rankings:


Some suggestion on content are:

  1. Interviewing and Elicitation 
  2. How to and Guide Posts
  3. Case Studies
  4. Comparison Posts
  5. Funnel specific posts to achieve business results

I would focus on the bottom of funnel content and thought leadership content. 

An ROI can be determined for content using Google Analytics. 

Quaderno’s Knowledge Base 

The knowledge base can be used for documenting requirements. Requirement elicitation is the activity of obtaining information from stakeholders and other sources as well. The cause of the business problem or the reason for moving forward with an activity. This enables development of a solution. Stakeholders may have a need or a want but they may not be able to pinpoint the problem. The problem can be defined through elicitation or discovery.

Elicitation techniques can be used and they include the following:

  • Brainstorming
  • Document Analysis
  • Facilitated Workshops
  • Focus Groups 
  • Interviews 
  • Observation 
  • Prototyping 
  • Questionnaires 

  • These techniques are adapted to save time. In my experience, a lot of time is wasted in meetings. A hybrid approach works well in these situations where these techniques are chosen based on the best use for a specific technique. Interviews work very well in most cases. Brainstorming allows creativity and it allows people to contribute. 


    Automation is a major part of the software. Errors in software projects can be reduced by using Outcome Analysis. This will save Quaderno time and money. Outcome Analysis is a method of writing statements that eliminate waste and result in greater efficiency. 


    Segment 1: Management

    Segment 2:  Employees

    Segment 3: Payroll Manager

    Minimize time required to track tax collection across the org.

    Minimize the errors in reporting 

    Minimize misunderstandings of tax records

    Minimize tax compliance issues

    Minimize time to enter tax data

    Minimize time resolving tax discrepancies

    Minimize employee dissatisfaction 

    Minimize incorrect tax data in a new system during migration

    Minimize tax compliance issues

    Interviewing stakeholders to determine required technical and user information

    Customer interview approach. From the standpoint of product development. Interviews are effective and they may uncover areas that need to be documented.

    Create deliverables

    Approaches to requirements

    Translate concepts into comprehensive instruction 

    Manuals, guides

    Create graphics and diagrams that help novice and expert users understand complete technical concepts

    Diagrams and models allow us to visualize concepts in different ways. 

    Categories of models include:

    1. Scope models - models that structure and organize features, functions, and boundaries of the business domain. A few examples would include, feature models, use case diagrams, fishbone diagrams and SWOT diagrams
    2. Process models - describe the business processes. Examples are process flows and user story or use cases
    3. Rule models - set limits on a business so that the business can enforce business policies. 
    4. Data models - models document data used in a process. They include state tables, data flow diagrams and entity relationship diagrams to name a few
    5. Interface models - models that assist in understanding specific systems. These include wireframes, report tables or system interface tables. 

    These models can be used based on the application. 

    Review and edit document of other staff

    Reviews and supervision. Documentation is something that is iterative. It should be reviewed to make sure that it is clear across the organization. 

    Work with support and implementation teams to identify areas of improvement in product training and documentation 

    Needs assessment

    Making customer requested changes/edits to existing documentation 

    Changes process. Projects change and because we are dealing with the topic of taxes there may be new regulations, laws or other important changes that must be implemented. It’s imperative that Quaderno stay on top of current changes to the industry. And this will position Quaderno as an authority in the industry. 

    Create product stylesheet and style guides to ensure consistency between authors and products

    Stylesheets. Style guides become part of a process for the business. It can be referenced and updated when new people come on board. What’s included in the style guide should be concise. The guide should outline how to approach documentation.