Elevating customer experience with better tax expert communication.
My role - As the sole product designer, I:
- Led end-to-end design
- Ran stakeholder alignment sessions
- Led user testing and iterated on designs based on insights
- Partnered with tax experts and product teams to map the collaboration journey
Results
- 📈 Increased NPS by 75 points
- 🧩 Created modular messaging components, enabling teams to scale design efficiently across LZ's advisory services
Background
LZ Tax is an online service that helps small business owners file taxes with expert advice available throughout the process.
Tax experts will guide customers through the process, from answering questions to final review and filing.
Problem
However, the current communication experience is frustrating.
Customers can't get consistent and continuous support from experts, leading them to consider working with a CPA instead.
