User-Generated Content Systems at Intuit (A) Harvard Case Solution & Analysis

User-Generated Content Systems at Intuit (A) Case Solution

Paul Coletta, a senior consumer experience supervisor, and Floyd Morgan, a primary software application engineer, had actually dealt with the TurboTax tax preparation item at Intuit for numerous years. They had actually constantly gravitated toward the brand-new item frame of mind and with Web 2.0 and were captivated by the possibilities of introducing a brand-new services or product.

Coletta and Morgan thought that they might utilize Web 2.0 and social innovations, particularly a user contribution system, to enhance the TurboTax user knowledge and offer a service that might respond to most, if not all, user concerns.

After investing a number of years on TurboTax, one Coletta and Morgan were acutely knowledgeable about the use concerns or "discomfort points" that Intuit had actually determined after dealing with consumers. "Intuit," Coletta described, "would gather these discomfort points and after that return and aim to repair them however, while doing so, make anything less clear or break something else." Intuit had actually tried to reword the interview screens and started different customer support uses, however none of these efforts fixed the bigger problem: the best ways to provide users more understanding about the tax domain.

This is just an excerpt. This case is about Business

Share This

SALE SALE

Save Up To

30%

IN ONLINE CASE STUDY

FOR FREE CASES AND PROJECTS INCLUDING EXCITING DEALS PLEASE REGISTER YOURSELF !!

Register now and save up to 30%.