Verohallinto
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With customers,
for customers
The mission of the Finnish Tax Administration is to collect the right amount of tax at the right time to ensure funding for public services. Customers include both private taxpayers as well as companies and organisations.
I played a key role in a multidisciplinary team for a complex life situation based development project. Our team included me as a seasoned service designer, a skilled UX/UI designer, and a highly-experienced customer insight expert. Our goal was to enhance a particular digital tax payment process by redesigning the customer journey funnels to make them easier to use.
Verohallinto
To begin with, we conducted extensive interviews, workshops, and mapped the internal and external systems to gain a deeper understanding of the challenges of the customer journey. By analysing this data, we identified several challenging touchpoints and developed impactful concept solutions to address them.
Under our customer-centric development approach, we tested the solutions with customers to ensure their effectiveness in real-world scenarios. As a result, we were able to generate solutions that significantly improve the everyday lives of taxpayers. Overall, feedback and results we got exceeded expectations.
I cannot provide further details about the project due to confidentiality. If you’d like to know more about this project, contact me and I’m happy to connect you with the product owner of this project.
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Finance
Taxation
Customer centric services -
Problem analysis
Customer insight & journey mapping
Testing
Concept & solution creation -
My role: Service designer
Teammates: UX/UI-designer & Customer insight expert -
Internal and external interviews
IT & Process systems mapping
Workshops
A/B testing
*Please note: pictures above are for illustration purposes only and do not depict the actual project made.
SIMPLIFIED ILLUSTRATION OF THE PROJECT FLOW: