| ADD A FEATURE
TAXACT
Implementing features on an existing tax platform to make the filing process easier for users.
Overview
TaxAct is a tax preparation software that helps individuals and businesses prepare and file their federal and state income tax returns. It is designed to simplify the process of tax filing by providing a user-friendly interface, step-by-step guidance, and various tools to ensure accuracy and maximize refunds.
However, users still continue to struggle with understanding tax terminology and remain confused about how to file their taxes. My goal is to design additional features that will help simplify the tax filing process for users, reducing their stress and making the user experience seamless.
ROLE
UX/UI Designer
TOOLS
Figma, Google Forms
TIMELINE
1 Month
Design Process
Research
Analyze what common problems artists are facing, explore existing resources, and listen to their experiences.
Design
Developing a visual design that targets artists creativity.
Iterations
Update wireframes based on insights received during user testing.
Define
Strategizing what features are most important, while prioritizing user needs.
Test
Testing prototypes with users to evaluate how well the app meets user needs and identify patterns and pain points.
Methodologies
Competitive Analysis
Understanding what already exists and what features competitors have.
User Interviews
Interview artists and listening to their experiences, pain points, and stressors.
Research Findings
Below are a few samples of strengths and weaknesses I discovered during my competitive analysis research.
TaxAct
TurboTax
H&R Block
TaxSlayer
Variety of Filing Options
Offers multiple filing methods, whether it’s for yourself, a business, or a complex return.
Easy to Follow
Guides users in the same order as the tax form they're filing and auto-fills info for returning filers.
No Mobile App
Unlike competitors, it does not offer a mobile app for easy access to returns.
Limited Support
Support offered is limited, and only offers phone call assistance within business hours, or online forums.
Clear Instructions
Offers clear prompts and explanations, making it user-friendly for beginners.
Tax Tips
Regularly updated blog and articles with tax tips and guidance to help users make informed decisions.
High Costs
Costlier than many competitors, especially for complex returns or premium features.
Paywall
Requires a fee for users who seek professional tax advise and assistance from experts.
Physical Offices
Offers face-to-face meetings with tax experts at physical offices worldwide.
Broad Service Coverage
Capable of handling various tax situations, including self-employment, investments, and small businesses.
Additional Costs
The free filing option may not include state returns, which can add unexpected fees.
Paywall
Requires a fee for users who seek professional tax advise and assistance from experts.
Import Features
Allows import of past returns from other providers and W-2 uploads, saving time and reducing errors.
Simple UI
UI is very straight-forward, no paywall, ads, or distractions.
Limited Informational Resources
While they provide basic FAQs, their resource library is not as extensive or detailed as some competitors.
Limited Guidance
Offers fewer resources and tutorials, making it harder for new users or those with complex taxes.
What are the main issues users face?
I conducted a survey with 12 participants to gain a broader understanding about their tax filing experiences, the resources they rely on, and what features they use to file their taxes.
50%
participants don’t know how to file their taxes
Other 50% knew how to file their taxes, but still needed additional help by in-depth research.
65%
participants unsure what documents to use for filing
Most participants were unsure what required paperwork was needed to file, and often scrambled to gather everything last minute.
75%
participants prefer filing their taxes on a computer
While many tax companies offer mobile apps, most participants preferred using a computer to avoid errors.
User Interviews
User interviews were conducted with 8 participants to gain an in-depth understanding about their tax filing experiences, pain points, and stress-management strategies.
“Not sure what to fill out where; the documents all seem so confusing.”
— User Interview
“The hardest part of filing taxes is keeping track of all the necessary paperwork.”
— User Interview
Affinity Mapping
I created an affinity map to highlight common patterns and pain points from each of the individuals I interviewed. Each color corresponds to a different person I interviewed.
Key Findings
Tracking Documents
Users often had to research and look up what they needed, and often have to track documents from different areas (electronic or paper)
Lack of Resources
Tax sites make it hard for users to receive support without being forced to make a purchase before receiving help.
Terminology and Paperwork
Difficulty understanding what forms are necessary to file, and how to complete them correctly. Instructions are sometimes unclear.
Time Consuming & Deadlines
Stress about meeting filing deadlines, especially when unprepared, adds to the length and tediousness of the tax process.
How might we design a feature that eases the stress and negative emotions users face when filing their taxes?
Personas
Personas were created using insights collected from user interviews. I created two types of personas: the detail-oriented tax filer and the filer eager to finish quickly.
User & Task Flows
Before beginning the wireframing process, I created user flow and task flows to map out how users would navigate the features. My goal is to outline each feature, and identify any potential roadblocks.
User Flow
Task Flows
Wireframes
Low-Fidelity
I sketched out low fidelity wireframes for desktop prototypes using the user flow and task flows as a reference, and translated those sketches into draft screens in Figma.
Mid-Fidelity
After brainstorming, I then moved onto mid-fidelity wireframes, and tested this prototype early on with participants from user interviews to ensure the flow to access the features was clear and intuitive.
Branding
The most challenging part of the design phase was how to implement features that fit TaxAct’s UI. I referenced the actual site under my own tax account, and screenshots provided from the official site to assist me with the design process.
UI Kit
High-Fidelity Wireframes
After making a few adjustments, I integrated the site's branding and visual design into the hi-fi wireframes. This process focused on refining the user flow and referencing TaxAct’s UI.
User Testing
I conducted user testing with 8 participants from user interviews during the research phase. They were instructed to complete 3 tasks:
Create a personalized tax checklist
Upload tax forms into your account
Receive assistance from chat support
Test Objectives
Time Duration
The amount of time it took to complete tasks in a timely manner. Task completion would ideally take less than a minute.
Navigation
Navigating the entire app beyond instructed tasks without anything confusing along the way.
Completion of Tasks
Completing tasks without any problems. Were there any confusing parts?
Usability
Are the features easy to access and understand? Are the participants familiar with each action?
Test Results
Time Duration
8/8 participants were able to complete the tasks under one minute.
Navigation
Participants found TaxAct’s UI confusing, making it challenging for users to navigate the additional features due to their unfamiliarity with the site.
Completion of Tasks
8/8 participants were able to complete each instructed task.
Uploading Forms
This feature was the most favored, as participants valued uploading forms to stay organized for tax season.
Iterations
Due to most of the participants unfamiliarity with TaxAct, there was a bit of a learning curve to access the added features. Below are prioritized iterations based on feedback from user testing.
Access to Support
Pain Point
Participants were confused on how to access chat support outside of their tax return, and often overlooked the support button. This confusion highlighted the need for improved visibility and accessibility of the chat support feature.
Personalized Checklist
Pain Point
When choosing the option to choose a full checklist made by TaxAct, users were confused on how to access the personalized checklist on this page.
Pain Point
Participants were confused what types of forms the checklist mentioned under each description.
Extra Addition
Participants wanted to access their personalized checklist alongside their saved uploaded forms. A sidebar was added to provide quick and easy access to the checklist.
Solution
Added the chat support button to be accessible throughout the entire prototype so that it is no longer limited within their return. Adjusted the button color to match TaxAct’s UI button color to make it more noticeable for users to access.
Solution
Added a personalized checklist button if users changed their mind, and added the support chat button for ease of access throughout site.
Solution
Added an info icon to provide detailed descriptions and where to find the forms depending on their situation.
The Final Product
