“Bulldog Drummond helps us uncover and design transformational concepts that deliver results. Their energy and passion helps our team think and act differently”
H&R Block was looking for new ideas—they were hunting for transformational innovation. In the face of online competitors like TurboTax, and a new wave of DIYers, H&R Block came to us with a simple mandate—develop innovative ideas that improved the customer experience that can deliver new revenue.
We started by mapping the entire tax ecosystem from the consumer point of view. We reviewed all existing research, spent time in-store, talked to Tax Pros and consumers. We identified fourteen unique opportunity areas to improve the guest experience—each informed by our research and representing a significant financial opportunity. In a working summit with the core H&R Block team, we identified that serving Latino families with their unique tax situation was a significant opportunity. From there, we developed the “Taxes y Multiservicios” concept and built it from the ground up. The first five pilot stores opened successfully in Houston within 6 months of concept approval. Additional stores are slated to open this year to complete the second year of the pilot before rolling the concept across the entire business chain.