Elevating customer experience with better tax expert communication.

I'm the sole designer leading end-to-end product design for this new messaging tool that enables seamless communication between tax experts and customers.

+75

Customer NPS

Background

LZ Tax is an online service that helps small business owners file taxes with expert advice available throughout the process.

Tax experts will guide customers through the process, from answering questions to final review and filing.

Problem

However, the current communication experience is frustrating.

Customers can't get consistent and continuous support from experts, leading them to consider working with a CPA instead.

Learnings

What users look for in the new experience?

Based on previous research and learnings, I pulled together three key takeaways.

01

Build customer confidence that experts understand their situation and provide accurate answers.

02

Make it easy to access relevant context during conversations.

03

Enable seamless, ongoing interactions with experts.

Solution

From no-reply emails to back-and-forth conversations

With the new design, customers can have a back-and-forth thread to discuss questions with their dedicated expert throughout the journey.

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