Tax Buddy by
Cloudtax
A personal tax assistant
Overview
Taxbuddy is a personal assistant for Cloudtax. I collaborated directly with another Voice Designer to launch a voice experience onto Google Assistant and Amazon Alexa. I was in charge of the full process: researching, brainstorming, script writing, and prototyping.
Tools
Voiceflow
Google Excel
Alexa Dev Console
Miro Board
Draw.io
Role
Design Lead
Research Lead
Product Lead
Duration
Jan 2021
(3 weeks total)
Opportunity
Cloudtax wants to encourage individuals to use their software to file taxes. I sought to answer the following question:
"How can a voice experience encourage people to want to use Cloudtax to file their taxes?"
Hypothesis
By providing simple answers to frequently asked tax questions, this will make the world of tax less intimidating. Therefore, this will encourage users to use Cloudtax as their main software to file taxes.
Research
I researched competitors within the financial landscape to discover companies integrate voice technology. Then, I cross-referenced the positives and negatives based on user reviews and determined how that could be integrated with our voice assistant.
Define
Based on the research, I put myself in the user's perspective and defined my audience using 2 methods:
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User Persona: System and User Persona
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User Stories
I discovered John's frustrations by mapping out different needs and lifestyle.
Ideate
I created the logic flows with another designer for our voice application. Here are 3 flows mapped out:
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General Questions Flow
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Specific Questions Flow
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Disambiguation Help Flow
Then, I wrote sample dialogues based on the most frequently asked questions on taxes.
User Flows
Sample Dialogues
Testing
I did a first draft in Voiceflow and tested the findings on users. After discovering that users do not feel safe giving information to the assistant, we decided to design the assistant to be asked only general questions.
Conversational Prototype
After the first draft prototype and testing, I created the full conversational prototype.
Voice Sample
Welcome Back Repeated User
Final FAQ Questions
Oh No... Users Fell off Happy Path
Conclusion
It's crazy that the tax questions people search online are complicated to understand. I learned that the way someone speaks has a huge impact on the success or failure of a conversation! Constant reiteration is key to uncover frustrations that can be solved.
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