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
Related Case Solutions & Analyses:
Goldfinger: Charles W. Engelhard Jr. and Apartheid-era South Africa
National Casualty Insurance
A Note on Trust
First Mile Innovation (B): Social Capital Based Value Chain Aggregation Business Model Design
Phase Two: The Pharmaceutical Industry Responds to AIDS
Sand Hill Angels, To Fund or Not to Fund
Sociable Labs (B)
FullBloom Baking Company
d.light, Selling Solar to the Poor
BabyCenter Creating a Social Brand
