UX Case Study: Research to Design
To improve the online tax center, Jamie led a UX research discovery process, then created designs informed by the research.
Tax Center—Final Outcome
In time for tax season, Jamie worked with the business unit improve the online experience for finding critical tax data and statements.
Jamie led a “model-based inquiry” to inform the design, conducting research exercises with subject matter experts to gather internal knowledge about user needs.
data collected from the research effort was analyzed and organized into a model for designing the new tax center.
Tax Center—Model Validation
A new site map for the section was created and simultaneously the results were cross-checked with web metrics and user data from the customer service center.