Role
User Research
Product Strategy
UI Design
Usability Testing
Tools
Figjam
Confluence
Figma
Notion (for notes)
The Problem
Tax professionals using EY's Information Request system lack visibility into historical client responses. This leads to repetitive questioning, inefficient review processes, and missed opportunities to leverage existing data for more targeted follow-ups.
The Solution
The team (PM's, devs) and I worked on a Prior Period Response feature that gives tax professionals instant access to historical client data while maintaining control over when and how it's displayed. We created an intuitive toggle system that allows users to quickly view previous year responses directly within a question editor. This allowed for more informed decision-making without cluttering the interface. The solution balances the need for historical context with user concerns about client data accuracy, providing configurable options that ensure prior period responses enhance, rather than replace current year submissions.
Usability Testing
To better understand the product, we conducted a usability review to identify pain points and wow moments in the existing experience. We determined that the colour palette was in resonance with the brand, as comfortable and welcoming, but some improvements on hierarchy and adding friends to groups were needed.
Results
The top two results of the usability testing were:
Users wanted to access the prior period responses from the card rather than on a flyout.
They also eventually wanted to see the audit log of the previous year in total.
We took the feedback and iterated on the design. Then, I worked with the development team to define the technical requirements for accessing historical data and created detailed interaction specifications for the card component. We collaborated on testing scenarios to ensure the implementation met the user needs identified in our research.
The feature has been successfully implemented and now has a 70% usage rate.