Challenge

While Taxfix's core experience simplifies taxes for millions, there are users with more intricate cases seeking even more certainty in their filings. We realized that through the DIY service we weren't helping as many users as we could, so we explored options for providing guided tax filing experiences. Starting with an Expert Review pilot, we found users desired more support. This led us to investigate how best to address their biggest pains.

Role

As Principal Designer, I analyzed the current experience insights and crafted a Product Vision to drive long-term ambition. This involved setting short-term milestones and collaborating with stakeholders to align product strategy and business goals with user needs. Together, we mapped out each milestone on the roadmap, tested rigorously, and delivered the initial execution of the vision.

Solution

We've created an experience where users are paired with the perfect tax expert to handle their case, fostering a more personal relationship throughout the journey. Because ultimately, users want their tax experts to understand them and their situation. We've placed tax experts at the forefront of the experience, guiding users every step of the way. By streamlining the process and requiring less input from users, we've made it easier for them to sit back and let the experts handle everything.