Cas client State of Freiburg: UX/UI review of the tax application

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Ergonomic redesign of business solutions for personal taxation and debt collection
Context
The Cantonal State Tax Service of Fribourg, in collaboration with CROSS teams, has undertaken 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, with an emphasis on performance and reliability, while optimizing ergonomics for users.
Challenges
Technological obsolescence required a significant upgrade of the application. The main objectives were to optimize equipment productivity, simplify usage, adopt modern standards and ensure accessibility for both expert and novice users. Faced with these challenges, CROSS supported its client-partner in an AGILE transformation and KAISEN approach, aimed at aligning strategic objectives with operational requirements.
Method
For this user experience-focused redesign, the CROSS team embarked on a year-long project with a methodical four-phase approach. Initial research included UX surveys, interviews, focus groups and a usability audit of enterprise applications. Analysis allowed summarizing the results and prioritizing user needs. Design generated mockups in collaboration with developers. Finally, evaluation allowed us to test solutions with end users to ensure an optimal experience even before moving on to implementation.
Benefits
Involving users throughout the project allowed us to identify all the needs and irritants specific to the application and gather concrete feedback. This allowed us to offer them a user experience adapted to all levels of experience, so that they could work more efficiently and comfortably in their daily lives.
Technological change has been mastered to ensure continuity of service. The remainder of the project consists of ongoing support for the implementation of the new application, with a progressive roadmap extending over several years.
Change management is seamless through a user-centric approach and preparation for change that is already underway. Involving users in the review will enable SCC to facilitate the change management process. By participating in this project, users feel involved and become spokespersons for change among their peers.