As the Design-Lead for the Live Community program, I was tasked with building out a custom Social Q&A Platform including high-traffic public portals and in-product widgets.
Our program was so effective that in 2016, Intuit made us the official Self Help & Search Platform, powering TurboTax, QuickBooks and more.
Intuit's self-help portals are accessed by over 150 million people. Google a tax question, and this site often delivers the top result. But this doesn't mean you got the answer you needed.
Our opportunity was to improve upon Google by providing personalized, authoritative answers from experts, agents and people like you. This led to the development of features including widgets, topics, region-selection, agent-tools, plus enhancements of contributor-experiences, personalization, search, answer pages, question-posting, and contact-us.
I began by implementing an annual Summative Study program with support from the User Research team to measure changes to the system, and to learn about how our customers sought answers to their questions. For realism, we used virtual intercepts, and brought our teams into the usability lab viewing areas as observers.
As a trained Intuit Innovation Catalyst, I applied Intuit's Design Thinking methods to solve problems in a customer-backed way. Workshops and the use of customer-driven frameworks and experiments were part of our regular process.
I created custom design tools like this Success Paths model that helped us better understand the end-to-end experience through the perspective of each of our target Personas. This shed visibility on previously undiscovered problem areas, such as how to help customers actually apply answers to their problems.
Research insights inspired us to develop innovative Personalized self-help solutions that blur the lines between self-help and product use.
Rapid experiments and mid-fi prototypes helped express concepts like this first-time-use for novice contributors, that smartly matches demand with supply.
In 2016 we achieved significant contributor growth by implementing a get an answer, give an answer call to action within TurboTax.
Our microservices and embedded widgets power the in-product help experiences of products like TurboTax and QuickBooks. And enable innovation in areas like Chatbots.
Design provocations helped us have conversations with our business partners about opportunities like social-innovation and federated search.
During my tenure as Design Lead, the program posted strong year-over-year metrics in answer-rate, helpfulness-rate, and growth. Perhaps most importantly, Intuit made us the official platform to power self-help for all of its brands.
Intuit continues to accelerate growth in the platform. Customer Success is a key differentiator for Intuit, and the Self Help and Search Platform plays a strategic role.
The future will see further consolidation and standardization of these tools, plus growth in community integration, as well as a more seamless experience between product-usage, and product-support.