role
Team
Timeline
Overhaul strategic vision: Inclusive productivity tool
When I joined the team, the entire client management and reporting experience was in bad shape. It was hard to use as the information architecture was a mess and the interactions were confusing, users struggled to manage client data and reports.
The goal was to make AccuTax inclusive and accessible for every tax operations specialists to stay productive. We aimed to set a new standard for how users could search for clients.
As the legacy product were crippled with one-off design decisions, I took the opportunity to kickstart a discovery and delivered UX and UI strategic concepts for AccuTax 2.0.
Explore the full discovery and strategy case study here.
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Today, our team is overwhelmed by providing technical support
Searching for a client is the first step tax operations specialists do. However, we get many relevant technical support tickets.
There is an opportunity to optimise the experience to reduce daily unresolved support tickets, allowing our internal support team focus on more complex customer queries.
Tax ops specialists are having a difficult time finding the right client
The search experience frustrated many users, especially those with little experience with AccuTax. Through user research we found out that users search for clients every day, often more than 25 times per day, and the following key insights:
1. Users fail to find a client the first few times as they did not choose the right identification parameter, and it was not what they expected.
2. When start searching, they expected to see their search history right away but they did not have this ability.
3. When searching, they fail because they did not expect to input exact keywords to successfully find a client.
Designing for feasibility
Through multiple rounds of iteration and design reviews, I have explored different potential search designs.
To optimise the development effort in the first iteration, we agreed that we allow users to narrow down the content by filtering identification type only, and we will dive deeper into more specific filtering needs through user testing.
Deepen our insights:
98% average completion rate
To ensure we deliver the solutions that address the real user needs, I conducted a usability test and received feedback from our customers to incorporated with my final designs.
I really like the filters! I can search for a client quicker without having to be forced selecting something in order to proceed.
I would like to see the tax type a client belongs to, so that I can make sure I click on the right profile.
Showing search history upfront
By working with the product owners and developers, we reached an agreement to run an experiment by showing searches in the last 30 active days, users can see their recently searched clients upfront when they start searching, which helps them quickly land on their profiles.
AccuTax understands the user's context and help them save time searching.
Adding identification types as Filters, not Prerequisites
A profile can belong to a client, a client account or a participant. With the identification type filters, we help them narrow down the search and quickly find the right profile.
AccuTax shows a clear path to speed up the search process.
Providing predictive search for better UX
As our customers usually have a large client database, there will be many clients with similar names. To help them search for the right client, we show them suggestions based on their initial input in real time.
AccuTax predicts the user's context and gives them options to speed up searching.
The first successful BETA launch for the scalable product
After weeks of work, a group of early adopters from our customers were excited about the BETA and they got access to it. The performance with the new client search experience was real — helping the customer support and development teams smoothed things out in the first week.
I worked closely with my POs and developers to debug and take the BETA user feedback for our future iterations. As searches are required on multiple parts on AccuTax, including Assets, Reports and Data. The feedback was also taken into consideration to ensure that the Search UX framework scales to the wider product.
45% faster resolving customer queries
98% average completion rate
Boosted team morale