Examples of UI Direction, Testing and Influencing Teams
Mockup of proposed E-file Dashboard to help customers easily determine the status (and other information) of the returns they have e-filed for their clients.
Assess the Registration Experience and Drive Significant Improvement
Upon joining the the ITO team, one of the first areas I was asked to improve was the cumbersome registration experience that negatively impacted conversion. I recorded the current experience, and in collaboration with Product Management and Engineering teams, proposed a simplified experience that leveraged existing best practices and a principle of only having to give the minimum amount of data in order to get a delightful feature (in this case, a PDF of a tax return or the ability to e-file a tax return). Below are a couple of pages from this assessment.
Collaborate with My Partners and Deliver the Proposed Experience
After laying out the vision, I drove the customer testing, interaction and visual design of the improved experience. This is an example of "light" specification document delivered to to the Engineering team highlighting the proposed changes I mocked up.
Other Examples of UI I Delivered and influenced, in Various Levels of Fidelity
A Delightful E-File Status and Proactive Alert Experience
Based on customer feedback, the team wanted to enable customers to know the status of any and all returns they e-filed (this is an expected feature for a product like this one but wasn't yet created). In addition, we sought to inform our customers by introducing a way to proactively alert them of rejected e-filed returns. This would be a first for any of Intuit's or competitor's tax preparation products. We learned from our customers that the current e-file status methods in the product caused some customers to miss a chance to resubmit a corrected return before the tax deadline. In addition, the product already had a "Critical Alerts" notification system, and I wanted to make sure whatever I proposed didn't compete with it in style or behavior.
Here are select pages from what I proposed. For this experience, I proactively combined 3 agile user stories into one cohesive experience. Additionally, collaborating with the cross-functional team, we agreed upon certain changes for the current implementation, but wanted to capture the ideal vision (and recommendations) of the experience so we can further improve the experience at a later time. This is a critical aspect of making sure we don't lose sight of the ideal experience, even if we can't deliver it all at once.
