Review Reimagined

Review,
Finish & File

About

Company

TurboTax, Intuit Canada

~6-7 months

Duration

Role

Product Designer

The Problem

One of the biggest areas of drop off in product today is within the review section (~5 pts lower than other sections), suggesting that customers have spent considerable time to fill all of their critical information and then abandon the product.

My Role & Responsabilities

I led the redesign of the self-employment income on mobile web and desktop —one of three key parts of the overall experience.

user research

My dedication to enhancing cross-functional collaboration and delivering high-quality design solutions contributed significantly to the success of our initiative.

concept ideation

aligning key stakeholders on product goals

incorporating stakeholder feedback

visual design & prototyping

I also had the opportunity to support my team in various ways

Active participation in daily standups

I offered insights and assistance to ensure seamless collaboration between design and development teams.

Office hours support

I provided hands-on design support to developers, adapting swiftly to evolving requirements. Whether navigating technical constraints or ensuring tax compliance, I remained agile in my approach, prioritizing user-centric outcomes.

Retrospective sessions and sprint planning

Fostering an environment of continuous improvement, actively engaging in planning, I facilitated the alignment of design objectives with project timelines and goals.

Design quality analyses

Through close collaboration with developers and tax analysts, I conducted thorough quality assurance to refine our product before final delivery. This ensured that our design solutions were not only impactful but also seamlessly integrated into the broader project framework.

Design process

Audited our current experience to understand user journey, possible pain points, highlight opportunity areas, discover edge cases, and compile questions for specific stakeholders (ex. Tax analysts).

Gathered findings from user interviews conducted during tax season to prioritize areas that resulted more challenging.

Research

Conducted competitive analysis on other tax software companies.

Prepared problem statements to clarify the scope of the redesign

Compiled a list of use cases, such as: income on a T4A slip, income not reported on a slip, multiple sources of income, types of income (commission, business, professional).

Analysis

Designed mid-fidelity prototypes and went through multiple rounds of iteration after receiving feedback from senior designers, content designers and tax analysts, reducing the amount of information that was provided to the user, while ensuring tax compliance and better comprehension of intricate tax jargon.

Led the design handoff for the simplified self-employment income experience, highlighting main changes in the experience and walking stakeholders through the architecture flow of the new experience.
Presented this to product managers, product developers, tax analysts and other stakeholders.

Attended standup to support development and continue iterations if any technical constraints came up.

Ideation & Design

Handoff & QA

Solution

As a final design, I was able to break down our rigid and linear approach into easily digestible pieces, crafting a seamless journey for users. Working closely with tax content analysts, I ensured that intricate concepts were presented in a user-friendly manner, empowering users to navigate their income with confidence.

Furthermore, recognizing the growing trend of multiple income sources, I conceptualized an ideal state solution that would address the issue of either over or under reporting income. By addressing the complexities of managing diverse income streams, I could provide users with a cohesive and intuitive experience.