Intuit · TurboTax · 2018–2020

TurboTax help entry

One help button for DIY and expert-assisted filers, built within the Intuit Design System.

Help entry explorations around the W-2 screen

Role: Visual product designer
Timeline: Oct 2018 – Jul 2019, Jan – Mar 2020
Partners: TurboTax, Intuit Design System, writers, researchers, engineers
Platform: Web and mobile

1: help pattern for every filer
2: products: TurboTax and TurboTax Live
IDS: built from Intuit Design System parts

The problem

In tax season, a confusing moment is costly.

Help had to be easy to reach on any device, for both DIY filers and TurboTax Live customers working with experts.

Exploration

Explore widely, then build within the system.

I explored floating buttons, static and animated icons, and expert photos, then refined them with writers, researchers, engineers and the design system team.

Exploration grid comparing a floating action button, static icons, animated icons and an expert photo — Floating button, static icons, animated icons and expert photo

Rows of help button variations using expert photos, badges and Live Help labels — Help button variations

Five versions of the How can we help you panel with different expert imagery — Help panel explorations

The decision

Visible enough to find. Quiet enough to ignore.

A prominent button helps first-timers and distracts everyone else.

I chose: A floating button anchored at the bottom
I gave up: A prominent banner or inline help
Why: Always in reach, never in the middle of the task

Final TurboTax W-2 screen on desktop and mobile with the floating help button anchored at the bottom — Final design · the floating help button on desktop and mobile

Reflection

Craft is a systems skill.

A help button touches every screen and service level, so it had to be designed as a system, not a one-off.