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The challenge
We push ourselves to innovate, and knew this tax season was time to create a unique help experience for our users. One of the biggest challenges with software tax prep is the lack of face to face communication to calm users' fears and doubts. We lose business to competitors to this fear, so we decided to create an analogous experience on mobile.
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My approach
I handled all the interaction design on TurboTax's native app help experience for tax year 2015. We created a way to push a button and have a help agent appear on your screen.
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Working closely with the customer care org and the app team PM, I wanted at first to include all customer care features in the app, but it became clear that taking a technology which allowed one way video and screen share would provide the best customer benefit for a person to person experience: shorter calls with better answers.
I created the flow the customer would experience, handling success and error cases, varying needs of customer care backend systems, and designing for the company's focus on this being a big moment of delight for our users.
I worked closely with a prototyper and visual designer to bring my wireframes to life, communicating to them the nuances of each use case and helping them execute great work.
(wireframes and full animations available upon request)
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The impact
The pilot and beta test of this technology shows 50%-75% shorter customer phone calls, with a vastly improved Net Promoter Score (something like up from an NPS of 3 to 7 out of 10).
As we head into season, we are watching closely to see how this additional confidence affects users' experience and conversion.
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