Hello.
You are experiencing the work of Alap.
Iterations
Results
• 40% reduction in “how do I?” contacts
• 14% overall call reduction
• 8M self help visits (+42% YOY)
• 50% of all PCG search volume
• 90% rated helpful
• 14% overall call reduction
• 8M self help visits (+42% YOY)
• 50% of all PCG search volume
• 90% rated helpful
Lacerte is perfect for tax and accounting firms with individual and business clients, Intuit ProConnect Lacerte helps you complete more returns in less time.
Universal Search
• Lacerte does not have any one stop shop to search anything or everything. Search as a function is scattered all over the application.
• Features like “Search forms and inputs” & ”Client Search”, are often undiscovered.
• Even if a user is aware of few search features, the search itself is not effective in terms of showing accurate results.
• The user has to go to two different places to find help – “Ask Lacerte” & “Live community”. Both of them do not allow the user to refer articles right inside the application but instead take them out to a browser.
• It is almost impossible for user to get a holistic idea of the information available on a certain query.
• The user always ends up calling customer support and spend a lot of time to get help.
• New feature introductions always get ignored.
• Features like “Search forms and inputs” & ”Client Search”, are often undiscovered.
• Even if a user is aware of few search features, the search itself is not effective in terms of showing accurate results.
• The user has to go to two different places to find help – “Ask Lacerte” & “Live community”. Both of them do not allow the user to refer articles right inside the application but instead take them out to a browser.
• It is almost impossible for user to get a holistic idea of the information available on a certain query.
• The user always ends up calling customer support and spend a lot of time to get help.
• New feature introductions always get ignored.
• Universal search will effectively improve efficiency for users by saving time.
• Universal search will show results from all different places to give user a more holistic idea of information available
• It should allow user to compare results before choosing the right one to go with.
• The search should also let user preview the information/location before he decided to click it
• Introduce/Onboarding and market new feature so that user realizes the effectiveness of search
• It should be easy for user to filter his results
• Accurate and forgiving search
• Seamlessly search for forms, inputs and client information and allow user to jump to it.
• Make tools and menu items searchable and launch them right from results.
• Universal search will show results from all different places to give user a more holistic idea of information available
• It should allow user to compare results before choosing the right one to go with.
• The search should also let user preview the information/location before he decided to click it
• Introduce/Onboarding and market new feature so that user realizes the effectiveness of search
• It should be easy for user to filter his results
• Accurate and forgiving search
• Seamlessly search for forms, inputs and client information and allow user to jump to it.
• Make tools and menu items searchable and launch them right from results.
• PCG and SBG design teams worked together to share finding, learnings and design iterations to continuously improve the product.
• Bangalore, Plano, Mississauga, Mountain View
• Bangalore, Plano, Mississauga, Mountain View
Iterations
User Tests
- 10 iterations of onboarding
- 9 iterations of search results
- 4 iterations of filter options
- 3 iterations of icon positions
- 19 iterations of other features and information design
- 9 iterations of search results
- 4 iterations of filter options
- 3 iterations of icon positions
- 19 iterations of other features and information design
- 8 FMH/W user tests
- 14 remote tests over Blue Jeans
- 14 remote tests over Blue Jeans
49
22
What we’re hoping to achieve & learn this season (both KPIs and other hypotheses)
• What we’re hoping to achieve & learn this season (both KPIs and other hypotheses)
• We believe that an improved in-product search experience will influence Lacerte users to do self-service before reaching out to Assisted Channels. We will know we have succeeded when we see a 20% reduction in overall CARE contacts.**
• 10-15% reduction in Care hold time assuming all the other factors e.g. Call Volumes, Agent Staffing remain unaffected.
• 5 pts increase in NPS as self-service is better experience for customers to resolve their queries.
• Measure & Learn - search query patterns, usage of filters, preference between community question or expert chat, accuracy of results, preference between community or articles, success of onboarding, demographic usage of search.
• We believe that an improved in-product search experience will influence Lacerte users to do self-service before reaching out to Assisted Channels. We will know we have succeeded when we see a 20% reduction in overall CARE contacts.**
• 10-15% reduction in Care hold time assuming all the other factors e.g. Call Volumes, Agent Staffing remain unaffected.
• 5 pts increase in NPS as self-service is better experience for customers to resolve their queries.
• Measure & Learn - search query patterns, usage of filters, preference between community question or expert chat, accuracy of results, preference between community or articles, success of onboarding, demographic usage of search.
Customer problem statement
Hypothesis
Businesses and geographies
Achieve and Learn
Lacerte users are occasionally also a quickbooks or booking users. They also import book keeping data from various sources. Books to tax tool in supposed to analyse this data to go in right place and reassure user be the data is commited.
Books to Tax
This feature allows agents to help them understand the new collaboration tool we launched called Link. With a single click agent can guide is clients through the tool.
Smart Look
CPAs are always on the go looking out for new clients and collaborating with them using various mediums like email, phone, link, etc. We tested a concept where CPA could get a quick view of how they are doing as well as quickly collaborate with their clients.
CPA App
Quick Launch
Suggestions
Workflow Bots
Learn from user behaviour and actions about most frequently used features and at what time of the day, month or year.
Show: Quick launch icons for those frequently used features magically at that time when the user actually needs it
Learn from peer users and expert users who have a similar user profile. Usage pattern of what kind of features/functions they use.
Suggest user on what what kind of features he might not have discovered yet but could be useful for him and compliment that task at hand.
Study and learn about what kind of workflows user perform and what what time of the day/week/month/year. Look for repeat usage pattern of workflows and selections
Show workflow bots when user is expected to use it regularly. The workflow bot will auto-fill all the selections and entries for user to preview and ready to run it in single click.
Adaptive Interfaces
- Careful Hand-holding in the context of what user is trying to do, makes the tutorial much more effective
- Since the tutorials are only played specific to that context, they are short and easy to remember
- User is allowed to replay or close the tutorial if needed after the first loop is complete
- Gifs are played on top of the existing interface to point out important information at that specific stage
- New feature to be introduced during off season so your will have time to learn and try it
- Since the tutorials are only played specific to that context, they are short and easy to remember
- User is allowed to replay or close the tutorial if needed after the first loop is complete
- Gifs are played on top of the existing interface to point out important information at that specific stage
- New feature to be introduced during off season so your will have time to learn and try it
Onboarding