The UI Desktop Software for H&R Block needed to be updated. The controls used were outdated, and it was cumbersome to navigate through the application. Help Center was another issue. Finding answers to simple software or tax questions was a monotonous task taking multiple clicks to find an answer. A fair amount of users would phone the call center with these simple questions.
We set up a card sort test to figure out what help categories are important to the user.
User testing of the hi-fi prototype revealed that having multiple help links confused the user. We removed the number of clicks to help center, introduced a virtual assistant to assist the user with questions and answers, and created a data driven FAQ to present common questions first and make them easy to access.
With mapping the existing user flow, we discovered there's multiple help links that
end up on the same page, frustrating the user.
We hypothesized by removing all the links
and having one link will help the user navigate to a quick answer.
Also, enabling search functionality to the software will help in finding a solution.
USER INTERFACE REDESIGN
We've updated typography thoughtout the app to create a modern look and feel. This also sets a foundation for a design standard.
Changing the colors of the app will also modernize the look and feel. This distinguishes the software as a H&R Block product.
RESULTS AFTER USER-TESTING
We had multiple links to the Help Center presented throughout the application. Users found these link confusing as they thought they would open up different help views, not just the one. We found having a Help Center button on the main nav section enough help for the users to navigate to the Help Center. We’re hoping the addition of Virtual Assistant will assist users with questions before reaching for the phone. With common questions being data driven, we’ll be able to see in real time what issues are prominent and make appropriate updates if needed.