1-800-Accountant
Designing Clear Tax Workflows for a High-Pressure Domain
Financial Services
Context
1-800-Accountant helps individuals and small businesses navigate tax and accounting processes that are often time-sensitive and stressful, especially during tax season. The platform serves both first-time clients who are unfamiliar with these workflows and returning customers who expect speed and continuity. Prior to this work, experiences like onboarding, tax processing, and the customer dashboard felt disconnected. Different user types were pushed through similar paths, and key steps in the process lacked clear guidance—making it harder for users to understand what was required and what would happen next.
OUTCOME
Tech9 redesigned several core customer experiences ahead of tax season, including a new customer dashboard, improved tax flows for returning customers, and a clearer onboarding experience for first-time users. Each flow was designed around user context, removing unnecessary steps and making progress and next actions easier to understand. This resulted in a more focused and reliable experience that helps users move through tax workflows with greater clarity, while also establishing a stronger design system foundation to support future growth.
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