Intuit’s peaceful SoHo flagship tries to solve a problem of its own creation

TurboTax has a new flagship—its first foray into physical retail—in SoHo. The warm, welcoming Japandi-styled space on the corner of Broadway and Grand is adorned with plants, plush sofas, and a 30-foot-long screen on a curved slatted oak wall that displays color fields. Up front, there’s a sensory dome with chromatherapy-inspired lights and a soothing soundscape piped into the area and in the back there’s a coffee bar. It reads more like the lobby of a wellness hotel than a tax store. 

The entire space, designed by Gensler, is meant to be an antidote to the negative sentiments associated with doing your taxes—the cocktail of fear, uncertainty, and doubt millions of Americans experience when April 15th rolls around. “We created a space of agency and calm,” says Greg Gallimore, the principal who led the project. 

Intuit, the software company behind TurboTax, wants its customers to feel better about filing their income taxes and is betting that in-person experiences will accomplish that. Paradoxically, TurboTax is opening a space to solve a problem it has had a significant hand in creating. 

Tax stress is good for tax software

April 15 is months away, but no matter how far on the horizon the annual tax deadline looms dreadfully large. All the receipts, invoices, and records to compile, all the spreadsheets to organize, all the deductions to (hopefully) maximize. And that’s before going through all the forms and instruction booklets. The more frustrating it is to file taxes, the better it is for the tax software business. 

It’s a uniquely American situation. The average person in the U.S. spends $270 and 13 hours to file their taxes. In comparison, countries like Japan, New Zealand, and the Netherlands pre-fill forms or simply send a bill so returns take mere minutes for each person.

Filing taxes could be fast and free, but for-profit tax prep companies have successfully lobbied against reform, arguing that it would be too expensive of a project for the government to take on. In 2002, a coalition of those companies inked a deal with the IRS to develop free e-file services in exchange for the government agreeing not to develop its own. In the years that followed, Intuit hid its free file pages from search engines and tricked some customers eligible for filing for free into paying for services they didn’t need. The FTC eventually sued Intuit for misleading advertising.

Meanwhile, Intuit collected millions in tax credits—a sum higher than some estimates of the cost for the government to develop its own free e-file service. In 2021, Intuit left the free file program altogether. In 2024, as part of the Inflation Reduction Act, the IRS and Department of Treasury launched Direct File, a free service. After that, TurboTax lost one million customers. Late last year, the Trump administration ended the program. 

To make TurboTax more user-friendly, Intuit has invested in live chats with accountants and AI tools (it just inked a $100 million deal with OpenAI) to improve its online experiences. But it turns out there really isn’t a replacement for in-person help—or what Intuit calls “human intelligence” in its AI+HI strategy—in some cases. So nervous customers, or the tech-averse set, will be able to come in for expert assistance with their online returns, to hire someone to file their taxes for them, or to attend workshops to improve their financial wellness. (And exhausted SoHo shoppers now have another place to rest for a few minutes.) Intuit plans to open 20 more full-service stores across the country as well as 600 expert-office locations.

“We are fundamentally redefining what it means to get taxes done by delivering a first-of-its-kind, seamless integration of our digital and physical experience,” said Mark Notarainni, executive vice president and general manager, Consumer Group, Intuit, in a statement. “This isn’t just another tax store; it is the physical manifestation of our AI+HI strategy, a modern space where our AI and local human expertise converge to provide trusted, personalized guidance.”

Scaling TurboTax’s first store design

Like all flagships, TurboTax’s SoHo storefront is a brand statement, but the space is also designed to be functional. Customers can bring in their laptops and work on their returns from the sofas or communal tables in the public spaces, or meet with experts in private offices. While each person will be different, there’s a baseline assumption that most people will have some anxiety. Because of this, Gensler took integrated research-backed design elements that help put people at ease: furniture with gently curved silhouettes, tactile surfaces, a mixture of protected and open seating, pleasing light, biophilic elements like natural materials and greenery, and high ceilings. 

“We created a gradient of experiences throughout the space,” says Gallimore, who often designs for autistic and neurodiverse users. “There are sensory cues that allow the space to be really comfortable for individuals.”

The elements Gensler designed for the SoHo flagship are part of broader design guidelines that will be rolled out to other locations, although they will each be tailored to local context. The retail spaces will be open year-round, unlike most tax prep outposts, which are seasonal.

Tax preparation in the U.S. is a $14 billion industry and companies are competing for more. With a 60% market share, TurboTax dominates the landscape. Will feel-good flagships help them attract more dollars? Until broader policy change happens, we’re stuck with a broken system and the coping mechanisms from companies who are invested in keeping it that way—attractive, pacifying retail spaces included.