Isn't it frustrating to feel close to finishing a task, only to find you're not halfway there?

The State return is after their federal return, and uses most of the same information…so why was it 50+ screens long?

This problem caused users to stop completing their federal and state returns, leading them to leave TaxAct. If we can find a way to reduce this drop-off, we can improve our completion rate and increase revenue.

Our solution is a new Information Architecture for the State Return process that uses our technology to ask conditional questions, cut down on repetitive questions, and boost the chances of users completing the task.

Design thinking paved the way, alongside collaboration from Product, Tech and TaxDevelopers to create a repeatable template we could use for most of the states. We cut the number of mandatory screens by 90%.

Key takeaways:

• Documented solution functioning as a template for most states, not just the 3 we set out to improve

• Meeting our target launch date, despite limited resources

• Increased Completion Rate 8.7% for Fed+State, and 1.9% for State Only users for our five most used states - the most signifiant jump in years for our product.

Sometimes less is more. And the more can be users completing.