The LavaCon Content Strategy Conference | 23-28 October 2020 | UX: Virtual
James West

James leads content strategy and execution of digital content initiatives for help content for QuickBooks. His career spans a decade at Apple in help content design, conversational UI design at Microsoft AI, and now global content transformation and standardization efforts for QuickBooks help.

Building a Unified Platform that Helps Customers and Content Creators Succeed

In this case study, content design and strategy professionals from TurboTax and QuickBooks come together to present how they’re creating a unified platform to deliver more findable and effective customer support content.

TurboTax and QuickBooks have different goals (taxes and accounting), are separated by geography (southern and northern CA), and have different organizational structures (OK, we can call them silos). Despite these differences, Intuit is reinventing how they create and deliver help content by bringing technology, teams, and processes together.