Monitoring Inquiries
Public Inquiries System
Project Overview
The Israeli Tax Authority has an outdated public inquiries system that is causing frustration and inefficiency for both employees and citizens. The system is difficult to use, often causing delays and errors in the processing of requests. The Tax Authority recognized the need for a redesign and partnered with a team of designers and developers to create a new system.
My Role In This Project
In my work on the Public Inquiries System, I based my decisions on competitive analysis, leading principles for language, and users need, I designed all the different features and flows for the system.
Discovery Phase
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The old system was difficult for employees to navigate and was not user-friendly. It lacked modern features such as search capabilities, an intuitive user interface, and mobile compatibility.
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The lack of modern features in the old system led to long wait times and errors, resulting in a poor user experience for citizens.
problems statement
Goals
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The goal of the redesign was to create an efficient and user-friendly public inquiries system.
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The new system aimed to reduce wait times and errors while providing citizens with an improved user experience.
Research
Competitive analysis
To create a system that met user needs, I based my conclusions on competitive analysis on identifying best practices in public inquiries systems. The comparative review to examine strategic directions identified the need for a system that was easy to navigate provided accurate and timely responses, and had a modern user interface.
From left to right: Australia tax authority, Bank Leumi, Insurence company
what I have discovered?
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The digital revolution in the banking sector represents a leap that is taking place in the financial world, to which the Tax Authority belongs.
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Implementing a digital system in tax services leads to improved taxpayers' experience through simpler, faster, and more accurate processes.
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Digitization helps to shorten processes for taxpayers and authorities, contributes to information accessibility and transparency, and enables a better service experience for taxpayers.
User needs
Who are our users?
The users of the Public Inquiries System in the Israeli Tax Authority are both citizens and employees of the tax authority. Citizens use the system to inquire about tax-related issues such as payments, refunds, and assessments. Employees use the system to process inquiries and provide responses to citizens.
What are they doing?
Citizens use the Public Inquiries System in the Israeli Tax Authority to inquire about their tax-related issues, such as payments, refunds, and assessments. They use the system to get information, updates, and resolutions to their queries.
When will they use the product?
The system is available 24/7, so citizens can access it at their convenience. However, there may be specific business hours during which employees of the Tax Authority can process and respond to inquiries. Therefore, citizens may receive responses during the business hours of the Tax Authority.
Leading principles for language
Which values should we promote to our users?
Professionalism, Services, Reliability, Fairness, Israeliness.
What are the leading principles of language?
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Trust is crucial as ambiguity and lack of control can lead to a lack of trust in the authority.
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Serviceability is important to show users that we care and that there is someone to talk to behind the system.
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Usability is the degree of simplicity, efficiency and speed with which users can perform tasks, and it is the basis for our communication with users.
Setting the right language is crucial in redesigning a system because it impacts the user's perception of the authority, their level of trust, and their ability to understand and use the system effectively. By prioritizing principles such as trust, serviceability, and usability, i redesigned and create a more user-friendly and efficient system that meets the needs of its users.
The Solution
Based on the research, I created a new system that addressed the issues of the old system. The new system had several key features, including:
1. A modern user interface that was easy to navigate.
2. Search capabilities to quickly find information.
3. Mobile accessibility for on-the-go access.
4. Automated processes to reduce wait times and errors.
5. Communicating with users in language that reflects the authority's values.
Result of the design
New inquiries page
The new inquiries page is designed with a user-centric and intuitive approach in mind, taking into account the needs of citizens seeking information or assistance.
1. The header provides a clear visual hierarchy, indicating where we are and the menu makes it easy to navigate.
2. A personalized announcement welcomes the user and establishes a friendly tone.
3. The form is designed to be simple and straightforward, allowing users to submit their inquiries easily.
4. A link to old inquiries enables citizens to track the status of previous requests.
The design decisions aim to provide a seamless and satisfying user experience, improving accessibility, efficiency, and effectiveness.
Old system Design
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The inquiry form
When the subject is selected, the UX design of the inquiry form becomes more streamlined. By presenting questions that are specific to the citizen's inquiry, the form reduces irrelevant information and improves efficiency. The form is simple to use, with clear instructions on how to complete it. As well as auto-populating information and error messages, the form ensures accurate submissions. After selecting a subject, citizens are provided with an intuitive and straightforward experience that allows them to submit their inquiries efficiently and accurately.
Page Header
To enhance user experience and facilitate users' understanding of their current status and location within the system, I incorporated the following elements at the top of each page:
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Logo and page title for context and position indication.
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User's full name in the personal area for personalized communication.
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Exit button from the personal area.
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Menu for additional navigation options.
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The approval message page
the inquiry form's final step is crucial for providing users with feedback on their actions and expectations for what happens next.
1. The approval message serves as a confirmation that the inquiry has been received, and the estimated response timeframe sets clear expectations for when citizens can expect a response.
2. The CTA button to access previous inquiries is important for creating a seamless experience and providing a sense of continuity for citizens. By sorting old inquiries, users can easily find previous responses and inquiries, which can save time and prevent frustration.
Overall, the approval message page is designed to provide citizens with clear and actionable feedback, while the CTA button ensures easy access to important information.
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My inquiries
My inquiries page is designed with a focus on ease of use and intuitive navigation.
1. The search function allows citizens to quickly find previous inquiries by using keywords related to their query. 2. The displayed table format allows for easy sorting and filtering of inquiries, enabling citizens to locate the exact information they need in a timely and efficient manner.
These UX design decisions were made with the goal of improving the user experience and ensuring that citizens can easily access and utilize previous inquiries to inform their current needs.
The mobile-first approach was adopted to design this page. I began by creating cards to display the table information on the mobile platform and then moved on to designing the data information for the desktop platform.
Our decision to go with the conventional data table design was made after exploring different options, including the other option below. Right now we feel the traditional data table design will offer a better user experience.
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Final thoughts
The research and development process provided valuable insights into user needs and best practices, highlighting the importance of user-centric design in creating effective systems.
This project taught me the importance of conducting thorough research and involving users in the design process. Overall, I am proud to have been part of a project that will have a positive impact on the user experience and efficiency of the Israeli Tax Authority.
What did I learn?
Reflection