Guiding AI Experiences
Intuit AI
AI Content Guides | Knowledge Base Development
Tasked with developing content design principles and guidelines for Intuit Assist, the AI solution supporting brands like QuickBooks and TurboTax.
The challenge was to create consistent, customer-centred guidelines applicable across multiple products, markets, and AI interactions.
Process
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Led a global content team initiative to conduct extensive customer testing across multiple markets and products, ensuring the guidelines were tailored for diverse user needs.
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Collaborated on the overall approach for the Intuit Assist guidelines while focusing primarily on crafting clear and actionable content principles.
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The guidelines were overseen by the Content Design Style Council, of which I am a member, ensuring alignment with Intuit’s broader content strategy and standards.
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Developed guidelines that prioritised clarity, accessibility, and user-centric language across all AI interactions.
Strategy in Action
Results
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Successfully launched a comprehensive set of content principles and guidelines that align Intuit Assist’s AI communication with customer needs globally.
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Enhanced the consistency and effectiveness of AI-driven interactions across multiple Intuit products, improving customer experience and trust across different regions.