Giving Intuit’s 102 million users access to people that can help them get the job done.
Intuit, Virtual Expert Platform
Platform team (My team)
4 Interaction Designers
1 Lead Product Manager
3 Product Managers
4 Content Designers
5 Interaction Designers
4 Product Managers
May 2020 to Feb 2021
This experience supported multiple products and contexts. The messaging needed to work for all.
The mental state of folks getting in contact with us varies from frustration to elation. The tone needed to project a sense of confidence while being misaligned with a person’s emotional state.
Tell the user exactly when they'll be connected to someone at Intuit and what they need to do to prepare.
This screen shows all the ways a user can connect with Intuit. It’s clear and direct, but lacks the conversational spice and the element of the payoff.
Using “talk with an expert” limits the use cases this widget can work with. Sticking with the updated headline allows this to work across all product teams.
Changing the CTA from “Get the number” to “Call us” gives the user what they want: the ability to call support, the payoff of getting the phone number.
Looking at all these cards in context, we stay away from “to get” verbs and ensure each CTA remains distinct from each other.
“Estimated wait time: 5 min” is what the designer used as a placeholder. It was concise and didn’t distract from the rest of the card. The terse copy made sense in the small space.
I worked with the designer to explore other options and placements.
After working with operations and product management, we settled on a message that told users exactly what would happen.
The conversational element of the final message also creates a distinct message for each card and sets the proper expectations of how and when a user will connect with someone.
This screen is owned by the TurboTax Live team. If a user selects “Schedule a review and extend,” the user will enter the “Contact us” widget.
An early version of this headline read “We can schedule an appointment.” It worked for TurboTax, but it didn’t work for a few QuickBooks Live use cases. In their flow, they already set up the fact that we can “schedule an appointment.”
Previous headlines read as “All set, Jessica!” While that may give a moment of celebration, in this specific use case, it gave the false impression that the user is done and doesn’t need to continue to file their extension.
Once they select Continue on the confirmation screen, the user is taken back into the TurboTax Live flow and is prompted to continue to file their extension.
Collaborate with other content designers
This new contact us experience will be slowly rolling out to new product lines. I’ll work more closely with XD teams across the company to ensure the widget works for the whole ecosystem.
Contribute to Intuit’s style guide
Eventually, the 40-plus teams using this widget will be able to change the content and other elements—a departure from the current designs. Before the content becomes flexible, I’ll work with our in-house content design system team to ensure there’s a consistent look and feel with how customers connect with our experts.
Made with 💛 in my 🌁 living room with support from excellent friends.
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