Strategy for Enhancing the Usability of Digital Tax Services | EBP

The Swiss Federal Tax Administration (FTA) is digitizing its services. We are helping the agency by establishing a user-centered design approach aimed at orienting FTA services to the needs of their users right from the start.

Therefore we worked a strategy on how this incorporation can succeed involvingall stakeholders. We developed measures and are supporting their implementation.

Our services

Conducting interviews with FTA employees
Analyzing the current situation: To what extent are user-centered design approaches already established at the FTA?
Developing clear UX (user-experience) goals in strategy workshops with tax specialists and IT development teams
Defining strategic goals and fields of action
Developing personas
Designing and launching measures to implement the strategy
Undertaking communication measures for UX knowledge transfer
Defining the UX design process and integrating it into the product development process
Developing a UX governance and implementing UX in all relevant IT processes