Case Study: H&R Block finds $100 million in new revenue with Bulldog Drummond

H&R Block finds $100 million in new revenue with Bulldog Drummond

The customer H&R Block was facing significant online competition from services like TurboTax and a growing number of DIY tax filers. Their challenge was to find transformational innovation to improve the customer experience and generate new revenue. They engaged the vendor Bulldog Drummond for its strategy and design services to develop these innovative ideas around taxes.

Bulldog Drummond began by mapping the tax ecosystem from the consumer's point of view, which involved reviewing research and talking to both tax professionals and consumers. This process identified 14 areas of opportunity, leading to the development of the "Taxes y Multiservicios" concept specifically for Latino families. As a result, H&R Block opened five pilot stores in Houston within six months of concept approval, with more stores rolling out nationwide in the following years, uncovering a significant financial opportunity estimated at $100 million in new revenue.

H&R Block