TaxCut Welcome Sequence

Problem

  • Users were overwriting returns because they didn’t know how to start a new return.
  • Users were creating multiple copies of a return and checking e-file status from a copy that wasn’t sent.
  • Getting started took more steps than necessary.
  • The process for new and returning users was the same.
  • Importing a prior year return took more steps than necessary.
  • Update availability information was not readily available before beginning a return.

Process

Welcome_Process

Solution

  • Single Welcome screen that isn’t tied to a return and lists out available returns and other important information, such as update availability.
  • Shortened import process that displays available returns to import, since 60% of users import.
  • Update functionality available outside of return preparation task.

Welcome & Update Prompt

Before

WelcomeScreen_Before.png
WelcomeUpdate_Before.png

After

WelcomeScreen_After.png

Import Screens

Before

WelcomeImport1_Before.png
WelcomeImport2_Before.png
WelcomeImport3_Before.png
WelcomeImport4_Before.png

After

WelcomeImport1_After.png
WelcomeImport2_After.png

Results

  • Online prototyping and a summative usability study confirmed an improved experience.
  • Reduced contacts about issues with checking return status and overwritten returns.