HMRC wanted to replace its legacy business tax account service with a new accessible service based on the needs of business users.
Given the complexity of the service, different teams in different locations were given responsibility for specific areas. My responsibility was the Pay As You Earn for Employers (PAYE) area. I started by interviewing subject matters experts to understand the policies that define PAYE. In collaboration with a user researcher we run a research study to understand a ‘day in the life’ of business users to uncover their day-to-day tasks and goals. Our aim was to gain a broad understanding of how they manage their payroll and use the existing business account service.
From the findings of the research we identified user requirements and created initial design concepts based on Gov.uk design and accessibility guidelines. I then created a HTML prototype of the service using Gov.uk front-end toolkit. Designs were further refined with feedback from users and the business.
Throughout the process I was collaborating with other design teams to make sure the experience was consistent across the business tax account as a whole. As a key member of the AGILE team, I was also working closely the product owner, developers, QA and scrum master to bring the service to life.
User experience project lead, service concept design, user research, interaction design, and visual design.
After the release of the newly redesigned service customers’ satisfaction score went up to 80% from 63%. Users praised the service for its simplicity, ease of use, richness of information and accuracy of data.