Cognitive overload at TurboTax
Simplifying the complex for consumers during a stressful time
Tl;dr
Scope
Reduced cognitive overload based on research insights that customers experience fear, uncertainty, and doubt while using the product
Process
Conducted an audit of content dense screens
Influenced PM and Eng to prioritize content changes
Worked with product designers and visual designers to redesign screens
Iterated based on user feedback from qualitative research
Iterated based on feedback from UX, PM, and legal
Impact
Launched new screens that improved user comprehension and click-through rates
