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Tax preparation can be a stressful experience, especially when customers are unsure about which documents they need to bring to their in-person appointment. With frequent changes in tax laws and the increasing complexity of financial situations, customers often find it challenging to gather the correct documents. This case study explores a UX solution aimed at streamlining the process of managing tax documents at the desk, making it easier for customers to complete their taxes accurately and efficiently.

Problem statement

  1. Identifying which tax documents are necessary for their appointment.

  2. Finding and retrieving the required documents from various sources.

  3. Ensuring that all relevant documents are brought to their appointment to avoid delays or mistakes in tax preparation.

These problems are compounded by frequent changes in tax laws, the diversity of document types and sources, and the difficulty of tracking down digital documents stored in various apps and websites.

Objectives

  1. Simplify Document Identification: Help customers understand which documents they need for their appointment.

  2. Facilitate Document Retrieval: Provide an easy way to locate and access necessary documents.

  3. Streamline Document Sharing: Enable customers to share documents directly with their tax professional during the appointment.

  4. Ensure Secure Verification: Implement a secure verification process for document sharing and retrieval.

Solution Overview

• Direct Document Sharing with Secure Verification - Customers would need to access their financial documents through their own apps or websites but this feature would allow customers to share documents directly with their tax professional through a secure text message link, with verification handled by a trusted third party.

• Secure Text Message Links: Tax professionals can send a secure text message link to customers, allowing them to upload documents directly to the preparation platform.

• Third-Party Verification: A trusted third-party service handles the secure verification process, ensuring that documents are correctly authenticated and safely transmitted.

• Real-Time Sharing: Customers can share documents instantly during their appointment, minimizing the risk of missing documents or errors.