These Intuit voice principles help content designers us as we guide and communicate with customers in all our products and experiences.
Reveal tomorrow’s opportunities
Elevate the conversation when we talk about customer success. Make them aware of opportunities to achieve even greater prosperity, rooted in the financial freedom they already possess. It’s all about shining a light on their future self.
Let them know we’re listening and learning
Listening is key to any meaningful relationship. But we don’t just listen, we internalize what they’ve told us. And we use our comprehension to acknowledge their needs and desires before offering a solution or a path forward.
Turn self-doubt into determination
Handling the spectrum of financial decisions is hard work. It can make many feel inadequate or ashamed. Help them get unstuck and push through without judgment. Earn their trust with patience and know-how.
Use data to make meaningful connections
Good financial health is a mystery to many. It can make people feel defeated and completely alone.
Talk about how others have handled similar situations using data as a benchmark to guide them through moments of uncertainty. Reassure them with insights that paint a picture of their potential.
Help them navigate highs and lows
It’s important to notice smaller moments that lead them to larger goals. Celebrate milestones that aren’t obvious to them in meaningful, tasteful ways. Empathize when they can’t see past a roadblock, but don’t make it worse than it is.