Company Accounts & Tax Online
The challenge
HMRC and Companies House collaborated to enable users to submit corporation tax online. Converting an existing PDF to an online presence was challenging as it had a low satisfaction rate. Reducing the need for paper transactions and communication will result in huge cost savings for HMRC.
My role
As the interaction designer, I worked closely with content designers. Content was the key driver to the success of this implementation, as this tool was now targeted to users who do not have accountants.
My tasks
I produced wireframes and HTML prototypes (GDS prototype kit) for approximately 180 user interfaces for A/B multivariant user testing, as this application was one of the most complex digital transformation projects undertaken by HMRC at the time. I observed user testing sessions, took notes, and worked with the user researchers to help inform their discussion guides. I iterated the wireframes and prototypes based on feedback until all user needs were met. User-led design and content were the key to the success of this implementation, as this tool was now targeted to users who do not have accountants. The satisfaction rate went from approximately 12% to 80%.