TurboTax Windows

  • Intuit, 2009
  • Lead Visual Design
  • Lead Interaction Design

Refresh of our Windows desktop tax preparation software. This included an overall visual and experience refresh, redesign of global navigation elements, and designing the Windows debut of a new 'Flags' feature.

Project Highlights

Refined interactions, refreshed look & feel

Our Windows customers have been with us for 10 years on average. They're fiercely loyal, demanding, and emphatically don't want 'change'.

We respect that. So, we just untangled clumsy task flows, added long-requested refinements, and polished the look and feel to a high sheen.

We also leveraged the new capabilities of WPF and Windows 7 to add context and impact to important events in the tax preparation experience.

Re-envisioned global side bar

The side bar collects together several forms of user assistance in a persistent area. We tore it apart and rebuilt it from the ground up. Even though we more than doubled the feature set, the whole is more accessible, usable, and effective than before.

  • New Flags feature exceeded projections for adoption rate and net promoter score
  • 'Ask a Tax Expert' upsell saw a 280% increase in year-over-year revenue

Final Results for 2009

  • 3% increase in net promoter - largest in five years
  • Double-digit drop in detractor ratings
  • Major reduction in support call volume
  • Increased productivity for internal Tax specialists, quality assurance and support staff

The Windows UI team can't take full credit – we worked in concert with an initiative focusing on defect reduction – but we'll comfortably share half.