H&R Block: Creating a New Appointment Flow
CHALLENGE:
When clients schedule their tax appointment online, they’re not being given a tax pro that can handle their complicated taxes.
SOLUTION:
Create a new appointment flow that collects more information from users in order to match them with a tax pro fit for their needs.
Background:
H&R Block is an American tax prep company. When users want to schedule an appointment to get their taxes done, they can do so by calling the office or using the appointment flow on the H&R Block website.
However, when clients used the online appointment flow, they weren’t getting scheduled with a pro who could properly handle the complexity of their taxes.
So, I worked with my design partner (Jose Arellano) to create a new appointment flow that asks more questions about the user’s tax situation in order to intentionally match them with a tax pro who can meet their needs.