Ernst & Young: Tax IQ
Roles: UX Writer, Content Strategist, Usability Engineer
Click an image for a more legible view.
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Don't make me think
Our goal was to make filing taxes as easy and pain-free as possible: Don't make people read convoluted instructions, or connect the dots to cryptic forms. On this screen, users could just copy data into a visual replica of their W-2—no line numbers needed.
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Tested with real people
We prototyped the tax interview process, and I tested it with average folks to ensure they could complete it without knowing tax law, or even what to do with the various forms they had received. Just check off what you've got!
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Tax-speak brought down to earth
One of my key roles was content editor. I took the Ernst experts' original text and massaged it into more conversational, more helpful questions. Then I managed a 12-step (yes!) review process culminating in certification by the IRS. Good times.
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Friendly, accessible...not scary
Conversational language was key to making people feel less intimidated by the process. I wrote all the screen prompts, even injecting a smidge of humor (at least what would pass the IRS).
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As "WYSIWYG" as possible
We took great pains to make the process highly visual and obvious. The end of the tax interview netted a filled-out 1040 that looked exactly like the familiar printed form.
