Intuit Collaboration Platform
BACKGROUND
In 2020 Intuit started to transition from being a software company to becoming a mobile-first, AI-driven platform company. With this change came the formation of the Virtual Expert Platform team. The team’s objective is to unify all technologies across Intuit’s ecosystem of products (Quickbooks, TurboTax, Mint, Payroll) and consolidate them under the same technology stack.
CUSTOMER PROBLEM
Customers lack confidence and need access to experts for high stakes financial tasks. Experts want to grow their practice and find new customers.
WHY IT MATTERS
3M TurboTax filers deflect to assistend solutions
84M filers still use tax stores/pros paying $20B
$16B additional market opportunity in bookkeeping
REVENUE OPPORTUNITY
2025 Revenue $4-8B
$100M = 420K customers or 65K small businesses.
MY ROLE
As the head of design of the Intuit Collaboration Platform my role is to bring together all collaboration capabilities under the same umbrella and make them work together seamlessly. These are two-sided capabilities that support end-to-end experiences for Intuit customer and experts. The capabilities I lead are:
Document and Information Exchange (available upon request)
Proactive Interventions (available upon request)
Matchmaking (available upon request)
Appointments (available upon request)
Notifications (available upon request)
STRUCTURE OF THE TEAM
I lead a global team of product designer across seniority levels, from Product Designer 1 (IC1) all the way up to Product Design Strategist (IC4) and Sr. Manager (Manager 2).
Part of my role as the leader of the platform team is to design frameworks that allow the team to work faster and more efficiently. The following are two examples of frameworks I designed. Anatomy of a capability which outlines the fixed, flexible and free components of each capability. And the Capability City Map which visualizes where each capability fits in the context of the service design platform experience.
Capability City Map
Below are a few examples of the capabilities I lead
Video capability
This video capability is the technology that enable customers and experts to connect and work together in real-time. In the case TurboTax it’s used for experts to work on customer’s taxes. In the case of QuickBooks it’s use for live bookkeeping.
Chat capability
Chat is a critical component to the service delivery of all if our products. This chat capability not only enables asynchronous communication, but it also enables customers and experts to collaborate by sharing documents, appointments, and more.
Contact Us capability
The Contact Us capability is one of the cornerstones of the Intuit collaboration platform. This is the primary point of connection between Intuit customers and expert help. This technology is what enables the collaboration journey and points the customer in the right direction to solve their business needs.
The main challenge this experience solves is the predictive contact channel presentation and routing to the appropriate expert or self serve experience.
As the head of design for the Intuit Collaboration Platform, my role was to lead the design team in charge of the Contact Us capability and work horizontally across other collaboration capabilities to ensure this experience seamlessly connects with the next
