Intuit Inc.
Method and system for crowdsourcing the detection of usability issues in a tax return preparation system

Abstract:

Disclosed methods and systems crowdsource the detection of usability issues in user experience pages of a tax return preparation system, according to one embodiment. Testing and debugging combinations and sequences of user experience pages can be time consuming and costly, and crowdsourcing the detection of usability issues can reduce the length of time typically consumed in detecting issues in a user experience flow, according to one embodiment. The methods and system include monitoring users' navigation behavior (e.g., system access data) within user experience pages, using predictive models to detect when users are experiencing a potential issue, and providing issue resolution content to both help the users and characterize the potential issue, according to one embodiment. If the potential issue is a usability issue, the methods and systems include requesting more information about the usability issue, to facilitate resolving the usability issue for current and subsequent users, according to one embodiment.