Intuit Digital Help

Digital Help is the Intuit team behind AI-powered customer support, four teams and three products working under one operating model. Product Support Done for You is the design strategy I led to unify them — the frameworks for when an agent answers and when it hands off to a human. Supercharged Search proved it, taking contact rate to 1.72% against a 2.2% goal.

TurboTax, Credit Karma and QuickBooks side by side — TurboTax's 2024 return with Search answering a W-2 question, the Credit Karma mobile assistant greeting a customer with starter options, and the QuickBooks dashboard with its Help panel suggesting a bank connection.
TurboTax on a MacBook with the Intuit Assist help side panel open on the right, answering "What is the Earned Income Tax Credit (EITC)?" with a generated, sourced explanation while the customer stays in their 2024 tax return.
Figma board mapping CSM and Expert Assist flows — Entry Point, Expert Panel 1, Expert Panel 2, CSM Chat — alongside card explorations for contextual messages, intent tiles and chips, and no-intent variants.
TurboTax on iPhone with Supercharged Search open on "How do I import my W-2 or other…" — an AI Summary answers in three expandable steps: contact your employer, check with HR or payroll, or use the IRS W-2 Lookup tool, with Live help reachable from the tab bar.
QuickBooks dashboard on a MacBook with the Welcome Experience help panel open on the right — a personalized greeting noting that, given how the customer is using QuickBooks, connecting a bank account could make their work easier, with a "How do I connect my bank account?" suggestion and a chat input.
Figma board of the Digital Help pattern library — attention-system anatomy and states for QuickBooks and TurboTax, suggestion-chip do/don't guidance, source-card anatomy and states across desktop and mobile, and feedback patterns.