Back home
Jackson Hewitt — Jun '18-Feb '19
32% increase in appointments across 6,000 stores
Jackson Hewitt help people in the U.S.A file their tax returns on a yearly basis.
Highlights
·
I created a new look and feel for Jackson Hewitt online and redesigned key acquisition features such as the homepage, the branch finder and book an appointment.
·
I worked closely with the CMO, CX and engineering team in New York to ensure solutions were scalable across their 6,000 store footprint.
·
Jackson Hewitt saw a 32% increase in appointments booked online nationwide...
·
... and a 53% decrease in bounce rate across jacksonhewitt.com.
·
Jackson Hewitt have used the improved experience every tax season since 2019 (as of 2023 at least).
Final Designs
Jump to Workings
My final designs in a new look and feel rejuvenated the Jackson Hewitt brand and website. It delivered great results for the business in the 2019 tax season and has been used every year since.
My art direction was based on experience principles agreed with the CMO (bright, approachable, strong and earnest).
New find an office and book an appointment touch-points  which saw a 32% increase in appointments booked online across 6,000 stores.
Analytics showed a 53.3% bounce rate improvement YoY.
Analytics showed a 32.4% improvement in appointments booked YoY.
New find an office and book an appointment touch-points which saw a 32% increase in appointments booked online across 6,000 stores.
Workings
Jump to Final Designs
Early stage flow diagram for find an office and book an appointment which increased footfall across 6,000 branches.
UI audit of current website with engineering team to create component list for new Design System.