I worked alongside the award-winning XD team at Intuit, becoming an Innovation Catalyst and studying the Design for Delight methodology.
ROLE: VISUAL DESIGN, WIREFRAMES, PROTOTYPING, USER TESTING
Project “SOS - Video chat with a live expert”
Overview
We created a support solution via live one-way video chat with tax support agents which could be utilized in areas of high abandonment across the TurboTax product.
Challenges
Privacy
Security
Uncomfortable with “video” if user thinks they can be seen
Need an active/strong WiFI connection
Benefits
Since don’t have retail locations, this gives a personal experience
High customer satisfaction with response times (Amazon less than 15 seconds)
Agent can draw on user’s screen
365 Days a year, 24/7 help
TurboTax Customer Care and Support Team
- Revamping Point of Need system in TurboTax
- Video chat with a tax professional
- It’s more than a search bar
customer care Goal: Zero unanswered questions
We studied the existing “Point of need” experiences to get insights on what was working and what wasn’t.
Personas
We created personas based upon our research to represent the different user types that used TurboTax and defined them based on needs, experiences, behaviors and goals.
We highlighted Care on the TurboTax marketing page as utility vs marketing — giving potential customers the confidence they need to get started.
Project “Early access” Overview
Native Mobile - Early access
User Testing for usability and validation at key steps in the design process.
After several iterations of design and flow, we performed usability and validation testing in the Intuit Research lab onsite to gather insights.
Key takeaways
Each consumer is an individual. Ultra personalized experiences are key to feeling good about our unique selves.
People expect to know what they want to know in an instant.
Consumers demand brands provide value in exchange for personal data
Project “One Intuit Initiative” Overview
Organizations with multiple product suites often face the challenge of keeping all branches of the products on brand with the overarching design guidelines. The One Intuit Initiative’s focus was to align TurboTax, Quickbooks, and Mint with the same UI patterns/functionality, and keep individual product style through font and color change.
Project #thewordshop
Working with Intuit’s talented content team, I created a short animation using kinetic typography to share on social media. The goal was raising awareness about the importance of proper user messaging in products.