Tax Recap
Reducing fear, uncertanty, and doubt by breaking down customer's tax outcomes and showcasing the role taxes play in their finances.
Company:
Intuit - TurboTax
Year:
2021
Timeframe:
2 weeks
Senior Product Designer
Overview
As a Senior Product Designer, I partnered closely with engineers and our motion design team to create a dynamic ending to the DIY tax filing experience that would boost customer confidence.
Problem
In 2021, our team identified a significant decline in returning first-time TurboTax customers. Research revealed that many customers were left unsure if they filed their taxes correctly and showed signs of confusion, misunderstood their tax outcomes, and felt TurboTax might not suit their needs for the next year. Many customers were prematurely dropping out of the product and missing important information.
Solution
I created a post-file experience that broke down a customer's real tax data into easy-to-understand chunks and celebrated all of the hard work they just put into filing their taxes, and offered a clear path to a tax calculator that helped them plan for next year.
Results
This effort drastically reduced fear, uncertainty, and doubt and led to an 87% completion rate and a 3% increase in our Product Recommendation Score (PRS).
