“The new customer support portal design borrows heavily from the look and feel (ie. color palette, background, layout) of Turbo Tax Online. Clearly Turbo Tax Online has professional XD resources and is a well designed site, so we borrowed and repurposed any elements that we could; making the portal unique for our target audience (agents), but without trying to reinvent the wheel. Its familiar, yet new at the same time.” –Pat Lang, XD resource

Modular Design: Overall the site has a modular layout so that it can be built efficiently, grow as new modules are created, and elements can be repurposed creating a consistent design.

Later in the design process, and after iterations with user testing, wireframes became more detailed.

Maga Menu wireframe created in Sketch

Wireframes were created with Sketch (early stage of the design process)

Early paper sketch based off of user interviews

User feedback report to support design decisions

Sample results from user research conducted by Pat Lang

User Research Report

Sample results from user research conducted by Pat Lang

Intuit - Experience Design: Customer Support Portal

This experience project visually represent the insights and outcomes of working on the customer support team to create a new product that provides a repository of resources and training for support staff.

Xperinece Designer (XD), Pat Lang, conducted user research by interviewing Support Team Agents in San Diego, CA. The support team provided insights, feedback and painpoints about the current Support Portal and Dashboard experience; including what they desire or would like to see in a new portal dashboard experience.