Tatis were a development house in South Africa, building an eTax portal for the UAE who were going to charge VAT for the first time.
They ran into a few challenges due to changing demands and needed support to fix the information architecture, user journeys and content. With my support I gave them the necessary knowledge to push back on demands and focus on building a portal which would facilitate the tax experience of three user profiles. I focused on keeping the interface experience consistent between the three profiles (personal, agent and agency), which meant understanding of the interface only had to happen once, and provided contextual support (it doesn't matter where the user were on the site, support would always start with what is on the particular screen, before providing more general topics as you would experience in standard FAQs).
In order to accomplish this task, the following skills were applied:
- Information Architecture
- User Journey Mapping
- Simplification
