EZguide · the store, end to end

E2E Walkthrough · TurboTax · EZguide

EZguide gives TurboTax staff what Intuit already knows about the customer.

This walkthrough shows how EZguide would work inside a TurboTax store. It follows two customers, one with an appointment and one without, from the front door to the follow-up, and shows what the concierge and the expert see at each step.

A calm, plant-filled TurboTax store interior in warm daylight

Scroll to follow the journey

01

Let's start with two customers

One store

Priya

A woman in a rust sweater steps through the glass door of the store
  • First-time walk-in
  • No appointment, no history with us
  • Bought her first condo in March

Marcus

A man in a navy vest stands in the store holding a slim folder
  • Appointment at 3:15, arrived eight minutes early
  • Has filed with us for three seasons
  • New contract work on top of his regular job

02

What the concierge learns at check-in

Same greeting for both, but very different amounts of data.

Priya

The concierge greets Priya at a walnut podium with a tablet
  • The concierge asks what brought her in, rather than searching for a record
  • Her answer becomes the starting point for the brief

PriyaI bought my first place in March. I want to get this year right.

The self-serve station with the TurboTax Assistant answering Priya's question about her new property
Screenshot slot shots/SHOT-10_priya-assistant.png Self-serve station Kiosk › Assistant

Marcus

The concierge checks Marcus in at the podium
  • His appointment is already in the list, so the concierge finds him rather than searching
  • The concierge asks to use his filing history before opening it
The Concierge screen with Marcus selected from the guest list and the consent prompt to use his filing history
Screenshot slot shots/SHOT-11_concierge-marcus-consent.png Concierge · Marcus Reyes Concierge › Look up a guest › Personalize this visit

What the concierge now knows

  • Priya. Needs an expert who handles first-year itemizing. Reads anxious, because free tools are all she has used.
  • Marcus. Deluxe DIY, new self-employment income, permission granted. Reads cautious, because he stopped at the payment screen on Tuesday.
  • Both are routed to the right expert rather than the next available one.
  • Neither has been asked to explain themselves twice.
  • Both arrive at the desk with a file and a suggested opening posture.

Shared moment

03

Three ways to file

The concierge presents the service options on a screen in the store
  • The concierge covers Do It Yourself, Expert Assist and Expert Full Service
  • The concierge marks which ones were already covered in the conversation
  • Tapping Match to an expert sends the customer's brief straight to that expert's screen
The Concierge screen with the three ways to file checked off and Priya matched to an expert

04

What happens while they wait

Priya sits with a coffee on low seating in the lounge

Priya waits eleven minutes in the lounge. The screen there explains how AI and human experts work together, so she arrives at the desk knowing the terms.

PriyaMarcus

05

What the expert sees before the meeting

Sarah sits at the walnut expert desk before her next appointment

One brief, built before the meeting.

It is read-only. It combines what was collected at check-in, the customer's filing history with TurboTax, and data from other Intuit products, and it shows whether they can file today.

Priya

Priya's pre-meeting brief

Marcus

Marcus's pre-meeting brief

Where the data comes from

  • Across Intuit reads Credit Karma and QuickBooks, not just TurboTax systems.
  • Marcus's deposits since June corroborate the income he mentioned at check-in.
  • His missing QuickBooks account is why Expert 365 Business comes up later.
  • Priya's brief has no filing history to show. Marcus's has three seasons of returns and a document checklist that already knows what's missing.

06

The conversation, with no data entry

Sarah and Marcus sit together in a relaxed conversation

Marcus mentions a spare room, and four things change.

Once the customer agrees out loud, EZguide listens to the conversation. The transcript, typed notes and tapped answers all feed the same brief in the background.

  • The question is marked as answered
  • A follow-up question appears
  • Expert Assist becomes Expert Full Service
  • The customer screen updates while he is looking at it
The live transcript adding an answer to the brief as the conversation happens
Sarah and Marcus look at the shared screen together
The guest screen: Sharing with Marcus, TurboTax Premium and Expert Full Service explained in plain terms

What the expert never had to do

  • Type a note while a customer was talking to them.
  • Remember which questions had already been asked.
  • Work out whether a service was worth raising, or whether the customer would qualify.
  • Write the summary afterwards. It was already written.

Both paths, same ending

07

After the customer leaves

Both customers leave and the expert moves to the next appointment. The follow-up continues without either of them doing anything.

TodaySession summary written from the transcript and notes.
Within 24 hoursChecklist and setup link sent.
Before the deadlineCheck that nothing is outstanding.
OctoberQuarterly estimates, same expert.
Sarah and Marcus finish the appointment at the desk
After the sessionautomatic
Summary
Outcome, what was shared, what was agreed
Send
Checklist and setup link · within 24 hours
Schedule
Quarterly check-in · October · same expertBuilt, see below
Log
Recommendation moved to Full ServiceReason: no books, contracting continues

That last row matters. The reason is logged with the change, not just the outcome.

Same expert, year-roundMarcus’s profile is linked to James. He can message James directly, in season and out, without explaining himself again.
The next best touch, booked on the expert's calendar for October 15
  • EZguide proposes when the next conversation should happen, here October for quarterly estimates
  • The expert can change the date, then taps once to book it
  • It lands on the calendar and in the session summary, and Marcus gets a reminder the day before

08

How it works for assisted sales

Built for how customers actually buy

1
Triggered by the moment
Appointments, inbound calls, chats and walk-ins, not just calendar events. The brief is ready when the conversation starts. Chapters 01 and 02.
2
Knows the person
Persona-level briefs from day one, individual-level as data and consent allow, drawing on filing history, product signals and Intuit's models. Chapters 02 and 05.
3
Assists in the conversation
Talk tracks, objection handling and the next thing to say, inside the tools experts already use: virtual, phone or in store. Chapters 03, 04 and 06.
4
Finishes the follow-through
Interaction summary and the next best touch, captured automatically, feeding the contact strategy across the three to five touch journey. Chapter 07.
5
Learns what converts
Which talk track, content and offer moves each segment, by channel. Feeds scorecards and coaching with evidence. Not shown in this walkthrough.

Works with what Intuit already has: the data platform, content library, next-best-action models and expert consoles. No migration, consent-aware by design, and aligned to the sales motion Intuit is building.