Morgen Kimbrell

Morgen Kimbrell

Content Systems Architect at Intuit

Morgen Kimbrell is a content strategist and content systems architect at Intuit. With a background in library and information sciences, Morgen is an experienced Fortune 500 site information architect, web content manager, technical trainer, and taxonomy and metadata expert. Her focus currently is the common and uncommon ground between taxonomy and ontology.

Tax and Taxonomy: Managing Language about Financial Products and Services

Auditorium

In products like TurboTax and QuickBooks, Intuit content designers and technical writers frequently encounter challenges with the complexity of financial terms and concepts. As the organization continues to create conversational interfaces for users and as machines start to play an increasing role in the conversation, mastering taxonomy across Intuit is critical.

This case study shows how Intuit is identifying linguistic challenges across product and marketing experiences, how the organization is addressing the issues with tools and teams, and how the translation of core product experiences makes the work even more complex.

Takeaways:

  • Struggles with terminology and concepts cost consumers and businesses money and lead to wasted time and effort on help and support calls and content.
  • Developing a rich, multifaceted taxonomy with deep subject matter expertise is a critical step in starting to deal with the struggles.
  • A number of tools and strategies exist to build a taxonomy and plug it into existing design and development efforts. We’ll talk about some of them.
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