TurboTax: Measuring Emotional Impact and Attribution in an Interactive Retail Activation
An interactive in-store experience where Emotion Intelligence captured emotional response and preferences, then re-engaged customers digitally with personalized gameplay to drive subscription intent ahead of tax season.
Awards & Recognition
Client Overview
| Industry | Financial Services & Fintech |
| Company Size | Enterprise (10,000+ employees) |
| Location | United States |
| Agency Partner | Wasserman |
Challenge
TurboTax wanted to engage customers in-store in a way that felt playful and relevant, while also understanding who those customers were and what actually motivated them to subscribe.
Traditional experiential metrics like interaction counts or dwell time could show participation, but they could not explain:
- Which moments created emotional connection
- What customers cared about most
- Whether the experience influenced future subscription behavior
The additional challenge was timing. The activation needed to drive measurable impact ahead of tax season, not just awareness in the moment.
Measurement Approach
Ether applied Emotion Intelligence across a hybrid physical-digital experience.
Customers engaged with an interactive touchscreen game in-store, where gameplay behavior and interaction choices generated signals tied to:
- Emotional preference
- Attention and motivation
- Decision-making style
Those signals were then used to inform a second digital experience, delivered later and tailored to each customer's emotional profile and preferences.
This approach allowed emotional response to be measured in real time and then activated through personalized re-engagement, without disrupting the experience.
Core Findings
- Emotional preferences identified during the in-store experience strongly influenced how customers engaged with follow-up digital gameplay.
- Personalized re-engagement created clearer intent signals than the initial activation alone.
- Emotion Intelligence revealed meaningful differences in customer motivation that would not have been visible through interaction counts or form data.
Rather than treating the activation as a single moment, Emotion Intelligence connected experience, insight, and follow-up action.
Measured Signals and Attribution
- Emotional response and preference data captured during the activation informed personalized digital re-engagement.
- Follow-up gameplay interactions were directly attributable to the initial experience.
- Subscription intent signals increased when re-engagement aligned with emotionally relevant motivations.
Because the full journey was connected, TurboTax gained clear attribution between experiential engagement and downstream subscription behavior.
Business Impact
Emotion Intelligence enabled TurboTax to move beyond one-off experiential engagement and create a measurable, connected journey from in-store interaction to digital re-engagement and subscription intent.
The result was:
- Clear attribution between experience and outcome
- Stronger confidence in experiential ROI ahead of tax season
- Insight into which emotional motivations drive subscription behavior
This transformed the activation from a moment of engagement into a measurable acquisition signal.
Key Takeaways
Emotion Intelligence connected an interactive retail activation to digital re-engagement through emotional preference data
Attribution between experiential engagement and subscription intent was clearly measurable
Personalized follow-up driven by emotional signals outperformed generic re-engagement
The hybrid physical-digital approach turned a single activation into a full measurable journey
Reaching students through gamified experience created an emotional entry point into a category they typically avoid or delay
Embedding tax education within gameplay turned financial literacy into a measurable engagement signal rather than a passive awareness moment
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