Intuit’s Virtual Expert Platform

Team: Virtual Expert Platform
When: 2024-2025
Role: Staff Product designer

I joined the Virtual Expert Platform at Intuit to transform how Expert Network operates. My focus was on delivering the right information at precisely the right moment. Through AI-driven guidance and recommendations, the platform predicts customer needs and equips agents with essential tools including verification information, relevant articles, business insights, and workflow automation.

Let’s identify our current root cause

To fully understand the challenge, we looked horizontally across the platform to identify whether other business units and solution teams were experiencing similar issues. Bringing in partners allowed us to truly empathize with our users and deeply understand the problem before jumping into solutions. This process included exploring the customer journey, crafting 'How Might We' statements, and facilitating brainstorming and ideation sessions.

How Might We

Through our workshop and sitting with our amazing Expert Network, one thing become clear. We need to unify the resources we give to our Experts and it needs to be fully contextual in real time to the customer’s needs.

What’s next?

How do we build a Guidance and Recommendation model that can give the expert a real time workspace that evolves with the conversation?