A sign-off screen that brings customers back

turbotax_messageIt’s supremely frustrating to see customers walk away without knowing why. Because if you don’t know why, you can’t fix it.

After signing out of TurboTax last night, I received the message shown. It’s friendly and smartly user-centric, no doubt the result of research into why people abandon the software. They want to make sure I return, because they don’t get paid until I finish and submit my tax forms through their service.

Displaying empathy and helpfulness, the sign-off screen prompts me to set a reminder to return so I don’t procrastinate too long or find help if I’m quitting out of frustration. Above all, it turns my walking away into an opportunity to improve the customer journey and close the sales loop. It’s a nice example of insights, UX, and messaging coming together simply and effectively. Nice job, Intuit!

 

 

 

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