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Ergonomic redesign of business solutions dedicated to personal income tax and debt collection
Context
The Service Cantonal des Contributions de l'Etat de Fribourg, in collaboration with CROSS teams, has embarked on an ergonomic overhaul of business solutions dedicated to personal taxation and debt collection. This initiative, focused on improving the UX (User Experience), was part of a continuous improvement approach, emphasizing performance and reliability while optimizing ergonomics for users.
Issues
Technological obsolescence demanded a significant evolution of the application. Major objectives included optimizing team productivity, simplifying usage, adopting modern standards, and ensuring accessibility for both expert and novice users. Faced with these challenges, CROSS supported its client-partner in an AGILE transformation and a KAISEN approach, aimed at aligning strategic objectives with operational requirements.
Methods
For this UX-centric redesign, the CROSS team embarked on a year-long project adopting a methodical four-phase approach. Initial research involved UX surveys, interviews, focus groups and an ergonomic audit of business applications.Analysis synthesized the results and prioritized user needs. Design generated mock-ups in collaboration with developers. Finally,evaluation enabled us to test solutions with end-users to guarantee an optimal experience before moving on to implementation.
Benefits
Involving users throughout the project enabled us to identify all the needs and irritants specific to the application, and to gather concrete feedback. This enabled us to offer them a user experience adapted to all levels of expertise, so that they could work more efficiently and comfortably on a daily basis.
The technological shift is mastered to guarantee continuity of service. The rest of the project involves ongoing support for the implementation of the new application, with a progressive roadmap spread over several years.
Change management is smooth, thanks to a user-centered approach and the preparation for change already underway. Involving users in the redesign enables SCC to facilitate change management. Having taken part in the project, users feel involved and become spokespersons for the change among their colleagues.