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Beyond the Usability Lab by Donna Tedesco, Thomas Tullis, William Albert

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9.5. Online usability testing of tax preparation software

Melanie Baran, Kavita Appachu, and Alex Genov, Intuit

The goal of this study was to understand how participants shop for online tax software and evaluate the tax preparation experience. Key research questions include the following: How long did customers take, on average, to complete their tax returns? What areas took the longest to complete? Was the tax preparation experience perceived as easy or difficult? To answer these questions, an online study was conducted.

An online study is a useful methodology to use when evaluating tax preparation because tax preparation can take hours and can occur across days, weeks, or months. Furthermore, tax preparation is most often a seasonal process ...

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