Overview
TurboTax is renowned as a DIY tax filing software, yet there are many tax filers who need assistance due to complex tax situations or a lack of confidence in a fully DIY approach. TurboTax Live was created to address this gap and support users seeking professional help with their tax filing.
With TurboTax Live, tax filers can upload their information and documents in one place and connect with an accountant to complete their taxes. This new SKU significantly increased customer numbers, achieving a fivefold growth in the assisted SKU in Canada during the 2021 tax year compared to the previous year.
My contribution
User research
UI/UX, product design
The team
1 × product manager
2 × product designer
1 × design manager
A team of engineer
Year
2019
Overview
TurboTax is renowned as a DIY tax filing software, yet there are many tax filers who need assistance due to complex tax situations or a lack of confidence in a fully DIY approach. TurboTax Live was created to address this gap and support users seeking professional help with their tax filing.
With TurboTax Live, tax filers can upload their information and documents in one place and connect with an accountant to complete their taxes. This new SKU significantly increased customer numbers, achieving a fivefold growth in the assisted SKU in Canada during the 2021 tax year compared to the previous year.
My contribution
User research
UI/UX, product design
The team
1 × product manager
2 × product designer
1 × design manager
A team of engineer
Year
2019
Overview
TurboTax is renowned as a DIY tax filing software, yet there are many tax filers who need assistance due to complex tax situations or a lack of confidence in a fully DIY approach. TurboTax Live was created to address this gap and support users seeking professional help with their tax filing.
With TurboTax Live, tax filers can upload their information and documents in one place and connect with an accountant to complete their taxes. This new SKU significantly increased customer numbers, achieving a fivefold growth in the assisted SKU in Canada during the 2021 tax year compared to the previous year.
My contribution
User research
UI/UX, product design
The team
1 × product manager
2 × product designer
1 × design manager
A team of engineer
Year
2019
Process
Problem
Many tax filers lack the confidence to file their taxes independently, especially when faced with complex tax situations due to changing life circumstances. While TurboTax users appreciate the convenience of having their previous tax returns saved within the application, they lack the ability to consult with professionals about their tax situations when needed.
Hypothesis
To address the needs of users seeking assistance with tax filing, TurboTax Live will offer on-demand communication and file sharing with tax experts. This will help users complete their taxes confidently by providing professional support.
Research
We interviewed small business owners and professional consultants to understand their tax filing processes. The steps identified include preparing documents, sharing them with an accountant, and consulting with the accountant. The primary pain points are organizing relevant documents and finding a reliable accountant to ensure accurate tax filing.
Design & Testing
Based on our findings, we incorporated these insights into our design and tested several iterations. The homepage design that achieved a 50% higher retention rate was selected as the MVP option. Considering limitations, timeline, and scalability, we developed a web app experience that guides users through the major steps of the tax filing journey and connects them with an expert within the app.
Process
Problem
Many tax filers lack the confidence to file their taxes independently, especially when faced with complex tax situations due to changing life circumstances. While TurboTax users appreciate the convenience of having their previous tax returns saved within the application, they lack the ability to consult with professionals about their tax situations when needed.
Hypothesis
To address the needs of users seeking assistance with tax filing, TurboTax Live will offer on-demand communication and file sharing with tax experts. This will help users complete their taxes confidently by providing professional support.
Research
We interviewed small business owners and professional consultants to understand their tax filing processes. The steps identified include preparing documents, sharing them with an accountant, and consulting with the accountant. The primary pain points are organizing relevant documents and finding a reliable accountant to ensure accurate tax filing.
Design & Testing
Based on our findings, we incorporated these insights into our design and tested several iterations. The homepage design that achieved a 50% higher retention rate was selected as the MVP option. Considering limitations, timeline, and scalability, we developed a web app experience that guides users through the major steps of the tax filing journey and connects them with an expert within the app.
Process
Problem
Many tax filers lack the confidence to file their taxes independently, especially when faced with complex tax situations due to changing life circumstances. While TurboTax users appreciate the convenience of having their previous tax returns saved within the application, they lack the ability to consult with professionals about their tax situations when needed.
Hypothesis
To address the needs of users seeking assistance with tax filing, TurboTax Live will offer on-demand communication and file sharing with tax experts. This will help users complete their taxes confidently by providing professional support.
Research
We interviewed small business owners and professional consultants to understand their tax filing processes. The steps identified include preparing documents, sharing them with an accountant, and consulting with the accountant. The primary pain points are organizing relevant documents and finding a reliable accountant to ensure accurate tax filing.
Design & Testing
Based on our findings, we incorporated these insights into our design and tested several iterations. The homepage design that achieved a 50% higher retention rate was selected as the MVP option. Considering limitations, timeline, and scalability, we developed a web app experience that guides users through the major steps of the tax filing journey and connects them with an expert within the app.
Outcome
5x customer amounts in tax year 2021 comparing to the previous tax year in the assisted SKU in Canada; 60+ NPS score.
Outcome
5x customer amounts in tax year 2021 comparing to the previous tax year in the assisted SKU in Canada; 60+ NPS score.
Outcome
5x customer amounts in tax year 2021 comparing to the previous tax year in the assisted SKU in Canada; 60+ NPS score.