Finance Agency

The finance agency, in collaboration with the central IT department, embarked on a project to enhance its online services. This initiative was in response to directives from the mayor to simplify the public’s interaction with government services. The goal was to create a unified finance portal that would streamline access to various government services, such as tax payments, property ownership records, and parking ticket management, by integrating them into a single user-friendly platform. The existing websites were fragmented and difficult for users to navigate, leading to frustration and inefficiency in accessing services. The agency sought to redesign its digital offerings around a customer-centric approach, focusing on ease of use, integration with the planned Single-Sign-On customer account, and alignment with new design standards.

The primary objectives of the project were:

• Understand User Experience: To conduct in-depth user research to identify pain points and areas of friction in the current system.
• Map User Journeys: To document and analyze the entire user journey across various agency services, highlighting key challenges.
• Provide Design Recommendations: To develop actionable recommendations for improving the user experience based on research findings.