Overview
Project Background
Intuit tax experts, including associates and certified CPAs, assist customers in the assisted tax filing SKU to prepare and file their taxes. Previously, these experts relied on a mix of tools such as emails, spreadsheets, phone calls, and Slack to collaborate with customers. This fragmented approach led to scattered customer information and disjointed processes.
To streamline and consolidate all relevant information and processes, the Intuit Expert Portal was designed. This portal enables Intuit experts to have everything they need in one place, allowing them to focus on their core expertise—tax filing.
My contribution
Process mapping
User research
Product design
The team
1 × product manager
1 × product designer
1 x design manager
A team of engineer
Year
2019
Overview
Project Background
Intuit tax experts, including associates and certified CPAs, assist customers in the assisted tax filing SKU to prepare and file their taxes. Previously, these experts relied on a mix of tools such as emails, spreadsheets, phone calls, and Slack to collaborate with customers. This fragmented approach led to scattered customer information and disjointed processes.
To streamline and consolidate all relevant information and processes, the Intuit Expert Portal was designed. This portal enables Intuit experts to have everything they need in one place, allowing them to focus on their core expertise—tax filing.
My contribution
Process mapping
User research
Product design
The team
1 × product manager
1 × product designer
1 x design manager
A team of engineer
Year
2019
Overview
Project Background
Intuit tax experts, including associates and certified CPAs, assist customers in the assisted tax filing SKU to prepare and file their taxes. Previously, these experts relied on a mix of tools such as emails, spreadsheets, phone calls, and Slack to collaborate with customers. This fragmented approach led to scattered customer information and disjointed processes.
To streamline and consolidate all relevant information and processes, the Intuit Expert Portal was designed. This portal enables Intuit experts to have everything they need in one place, allowing them to focus on their core expertise—tax filing.
My contribution
Process mapping
User research
Product design
The team
1 × product manager
1 × product designer
1 x design manager
A team of engineer
Year
2019
Process
Problem
Previously, tax experts had to navigate multiple tools to collaborate with colleagues on Slack, track information in spreadsheets, receive documents via email, and communicate with clients through email and phone calls. This excessive context and tool switching resulted in increased average handling time and a higher risk of human error.
Research, Design, and Testing
Aiming to integrate and streamline experts' workflow and collaboration processes, we conducted extensive research to understand the pain points and needs of tax experts. Our design focused on consolidating all necessary tools and information into a single platform. Through iterative testing, we refined the solution to ensure it effectively reduces handling time and minimizes errors, ultimately enhancing the efficiency and accuracy of tax filing.
Process
Problem
Previously, tax experts had to navigate multiple tools to collaborate with colleagues on Slack, track information in spreadsheets, receive documents via email, and communicate with clients through email and phone calls. This excessive context and tool switching resulted in increased average handling time and a higher risk of human error.
Research, Design, and Testing
Aiming to integrate and streamline experts' workflow and collaboration processes, we conducted extensive research to understand the pain points and needs of tax experts. Our design focused on consolidating all necessary tools and information into a single platform. Through iterative testing, we refined the solution to ensure it effectively reduces handling time and minimizes errors, ultimately enhancing the efficiency and accuracy of tax filing.
Process
Problem
Previously, tax experts had to navigate multiple tools to collaborate with colleagues on Slack, track information in spreadsheets, receive documents via email, and communicate with clients through email and phone calls. This excessive context and tool switching resulted in increased average handling time and a higher risk of human error.
Research, Design, and Testing
Aiming to integrate and streamline experts' workflow and collaboration processes, we conducted extensive research to understand the pain points and needs of tax experts. Our design focused on consolidating all necessary tools and information into a single platform. Through iterative testing, we refined the solution to ensure it effectively reduces handling time and minimizes errors, ultimately enhancing the efficiency and accuracy of tax filing.
Outcome
TurboTax experts and accountants in Canada served over 80k full service and assisted SKU in the tax year 2019. This internal platform reduced the average handling time for the experts and accountants.
Outcome
TurboTax experts and accountants in Canada served over 80k full service and assisted SKU in the tax year 2019. This internal platform reduced the average handling time for the experts and accountants.
Outcome
TurboTax experts and accountants in Canada served over 80k full service and assisted SKU in the tax year 2019. This internal platform reduced the average handling time for the experts and accountants.