Many frontline community organizations provide free tax preparation services to people living on low incomes across Canada using a variety of methods. However, when COVID-19 struck, a large majority of agencies offering free tax-filing supports were forced to close their doors and halt in-person services. Non-profit organizations, EBO (Ottawa) and WoodGreen Community Services (Toronto) with a long-standing history of delivering tax-filing supports, needed to explore alternative models that catered to the different needs of their clientele.

Prosper Canada and Intuit, a leading commercial tax preparation software company, partnered with WoodGreen and EBO, in order to answer this design question.

These journey maps describe the process of this service flow, from intake to client sessions and post-session activities.