Background and Context
I started at Intuit in June 2016 as a Product Designer and Researcher. I was brought in to work on Care, The Customer Service Representative experience. I spent the 6 months on building the foundation and design strategy for the agents by doing contextual inquiries in 4 different agent locations, interviewing 70+ agents, creating design principles, journey maps, identifying core opportunity areas, creating 1 and 3 year plan vision, designing incremental experiences, and introducing design thinking into the Care organization.
And then there was good news, our business strategized to focus on Care and TurboTax Live was born. Since then I have had a chance to work on both customer facing, TurboTax Live and the expert (CPAs) facing side of experience with a common goal to deliver awesome for our customers.