Over the course of our tenure, we designed mobile apps, designed aspects of the core product, produced explainer videos, reimagined the marketing website experience, and led the TurboTax team into an evidence-based design paradigm.
But the core of our partnership was built around the customer support experience. The TurboTax Support team asked us for help to go from being an obligatory loss leader to a powerful revenue center. We conducted customer research sessions, a series of design thinking exercises and rapid experiments that revealed a clear opportunity for TurboTax to become the preferred source of truth for tax-related questions.
Based on these ﬁndings, we designed a completely new CX and content strategy for the TurboTax Help system. It was a total re-think of both what was being served to the customer, as well as how it was being delivered on the back end.