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 yield significant cost savings for HMRC.
My role
As the interaction designer, I worked closely with content designers. Content was the key driver of this implementation’s success, as the tool was now targeted at users without 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 key to this implementation’s success, as the tool was now targeted at users without accountants.
Outcome
The satisfaction rate went up from approximately 12% to 80%.