Security and data

Customers trust Intuit when they enter data into our products, and we want them to know that we take security seriously. 

Security includes our tools, technologies, and practices that protect customers from unauthorized access. Some examples include encryption, fraud detection, and two-factor authentication. 

When do we talk about security? It might come up when:

Build and maintain trust

It’s important to communicate our dedication to protecting customer data. You can do this by explaining how we approach security and security partnerships. You’ll find more info about our security strategy on Intuit’s security site.

We don’t use fear of fraud and security breaches to sell our products or get customers to do something. Instead, we confidently reassure customers that we’re actively protecting their data. 

Beware of bad actors

Hackers want to get our customers’ data, so we need to be careful about what we reveal about our security practices. Fraudsters may use that information to get around our security measures.

Be direct and clear about actions and consequences

When you’re writing about security issues that could have real consequences, customers expect all facts and no fluff. If their account could be at risk, they want to know exactly what’s happening ‌and what to do next.

Focus on the benefits

Sometimes we’re required to use security protocols that customers don’t love, like requiring a phone number to create an account. When talking about a requirement, highlight the benefits and avoid the blame game. Keep it positive, so they know we’re protecting their data and not just enforcing a requirement.

Use security jargon with caution

Security terminology and acronyms can add confusion to an already complex topic. Make sure you use terms you’re confident customers are familiar with. Not 100% sure? Try user testing or a language audit.

Don’t confuse privacy and security

They’re different things. Privacy refers to the information we have about our customers and how we use it. Security is about the data that’s stored in our products and how we keep it out of the hands of bad actors.

Work with legal partners

Make sure you have the right framing and disclaimers to go with any representations we make about security. Security shouldn’t be the predominant focus of the message or main reason someone should use our products.

Also, work with your legal partners to confirm that your security-related content is accurate and aligns with our policies.

Do discuss security when it’s something we can prove, and it’s not a promise or a guarantee. For example, ”We take protecting your data seriously.”

Don’t discuss security when it’s not critical to the product experience, or a core value prop of the product. For example, “Get secure tax advice all year long.”

Link to supporting resources when you can

Security concepts can be confusing and overwhelming. Start with a clear overview without overwhelming customers with the details. Then provide links to resources for extra info.

Our research shows that customers appreciate the option to dive deeper into security topics, especially when they’re skeptical or not sure how something works.