I craft clear, user-centred multimedia content and develop the strategies that guide its delivery and impact.

Currently, I help customers navigate their complex tax situations by translating technical concepts into intuitive and accessible help articles and videos. My work involves leading cross-functional content projects from planning to execution, and structuring content for effective use by both human users and GenAI-powered chatbots.

As part of a comprehensive audit of our medical help content, I reviewed existing articles for clarity, accuracy, and alignment with customer needs. Through this audit and analysis of voice of the customer feedback, I identified key content gaps and recurring customer concerns.

One of these gaps related to dietary expense eligibility for tax purposes—an area that was generating confusion and support requests. In response, I created a new help article that clearly outlines the criteria for claiming dietary expenses, using plain language and a structured, user-friendly format.

This video was created to address one of our top contact drivers: customers needing help finding their prior year adjusted gross income to successfully file their tax return.

Many users didn’t know where to find this information, and the process of retrieving an IRS transcript to access it can be confusing. To reduce support volume and improve the customer experience, I developed a step-by-step help video that walks users through this critical point in the tax filing process. Once the content was finalized, I handed it off to our video production team to bring the visuals and narration to life.

While auditing our foreign income content, I uncovered a major gap: TurboTax customers had no clear way to report foreign rental income and claim the associated tax credits and deductions, leading to potential double taxation.

I collaborated with a tax expert to explore product behaviour and develop a workaround that ensured users could enter their income correctly and receive the appropriate tax benefits. Just before publishing, the Accuracy and Compliance team flagged an issue—our navigation impacted RRSP contribution limit calculations.

I worked with them to identify a new solution that met all compliance requirements while keeping the user experience straightforward. The final article provides guidance for a complex scenario, helping users avoid costly mistakes.

Root cause analysis for flagged “missing content”

Intuit TurboTax chatbot quality evaluation

I collaborated with partners in the digital help quality space to design and lead a manual evaluation of AI-generated chatbot responses, which rely on my team’s help content as a source. The evaluation assessed retrieval model quality, content coverage, and content specificity.

Through this work, I discovered that nearly half of all “missing content” errors were false negatives—the retrieval system flagged no content when relevant source material did exist. This proved that the issue stemmed from system performance rather than content gaps, uncovering a clear opportunity to improve retrieval accuracy and ensure customers receive more complete answers.