In 2006 I worked closely with the Intuit product team that was developing a new tax product and experience called Personal Pro. To better understand the customer's journey with this new product, I designed a poster that the product team used extensively in brainstorms and other key conversations. This poster utilized customer insights and quotes to accurately display the emotions, reactions, and overall experience that customers were having with the product across a visual timeline.  The product team also wanted to better understand the journey that the tax professionals were having with the customers. Using the same model, I also created a poster to communicate the pro's journey through the new tax experience. This design has been re-used throughout Intuit as a template for customer journey maps.