At Intuit, multiple teams had created redundant "Contact Us" widgets across dozens of products. To unify this experience, we developed the One Intuit Contact Us widget, streamlining support for products like QuickBooks, TurboTax, and Mint.

The content's goal was to clarify how and when users would connect with an expert. As the content designer, I helped elevate it by collaborating with Product Managers and Designers across Intuit to ensure the content worked across all touch-points.

Team

Platform team (my team)
4 Interaction Designers
1 Lead Product Manager
3 Product Managers

Product teams (main stakeholders)4 Content Designers
5 Interaction Designers
4 Product Managers

A flow chart of the One Intuit Contact Us widget.

Design principles

Solve for all use cases

This experience supported multiple products and contexts, so the messaging needed to work across all scenarios.

Be even-keeled

Users reaching out were often experiencing a range of emotions, from frustration to elation. The tone had to convey confidence, while remaining neutral to their emotional state.

Don’t make them think

Clearly explain when users will be connected to someone at Intuit and what they need to do to prepare.

Channel selection cards

Original draft

The screen lists all ways a user can connect with Intuit. While clear and direct, it lacked conversational tone and the sense of payoff.

Solve all use cases

Using "Talk with an expert" limited the widget's flexibility. The updated headline allows it to work across all product teams.

Be more direct

Changing the CTA from "Get the number" to "Call us" provides the user with a clear, actionable step—calling support and getting the phone number.

Remove "to get"

By eliminating "to get" verbs, we ensured each CTA remains distinct and clear.

Wait time messages

Be concise

"Estimated wait time: 5 min" was used as a placeholder. It was concise, non-intrusive, and fit well within the card’s limited space.

Explore options

I collaborated with the designer to explore alternative messaging and placements.

Tell it like it is

After discussions with operations and product management, we crafted a message that clearly explained what users could expect.

Set clear expectations

The final message introduced a conversational tone, creating distinct messages for each card and setting clear expectations for when users would connect with support.

A TurboTax Live experience

TurboTax screen

This screen, owned by the TurboTax Live team, directs users to the "Contact Us" widget when they select “Schedule a review and extend.”

Contact us screen

An early headline, “We can schedule an appointment,” worked for TurboTax but didn’t align with QuickBooks Live use cases, where appointment scheduling was already implied.

Confirmation screen

Previous headlines like “All set, Jessica!” implied the process was complete, which led to confusion. In this case, users needed to be reminded to continue filing their extension.

TurboTax screen (Final Flow)

After confirming on the appointment screen, users are returned to the TurboTax Live flow and prompted to complete their extension filing.

Learnings

Collaborate with Content Designers
The new "Contact Us" experience will be rolled out to additional product lines. I’ll work closely with XD teams to ensure the widget functions seamlessly across the ecosystem.

Contribute to Intuit’s Style Guide
As over 40 teams adopt this widget, they’ll gain the ability to modify content and design elements. Before this flexibility is introduced, I’ll collaborate with the content design system team to ensure a consistent look and feel for customer interactions with our experts.