What metrics would you use to evaluate Intuit's TurboTax Live tax expert consultation service?

Introduction

Evaluating Intuit's TurboTax Live tax expert consultation service requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

TurboTax Live is a premium offering from Intuit that provides real-time, on-demand access to tax experts during the tax preparation process. This service aims to combine the convenience of DIY tax software with the expertise of professional tax preparers.

Key stakeholders include:

1. End-users (taxpayers)
2. Tax experts
3. Intuit (company)
4. IRS and regulatory bodies

User flow:

1. Users start their tax return in TurboTax
2. They can request expert help at any point
3. A live video call connects them with a tax professional
4. The expert provides guidance and can review the completed return

This service fits into Intuit's broader strategy of expanding its tax preparation ecosystem and capturing a higher-value market segment. It competes with traditional tax preparation services like H&R Block and independent CPAs, offering a hybrid model that blends technology with human expertise.

TurboTax Live is in the growth stage of its product lifecycle, having been introduced a few years ago and now focusing on expanding market share and refining the offering.

Software-specific context:

• Platform: Web-based and mobile applications
• Integration points: Video calling technology, knowledge base systems, tax calculation engine
• Deployment model: Cloud-based SaaS with regular updates throughout the tax season