Background

Entrepreneurs often work on a project basis, they employ or lend staff. Because they must therefore continuously enter into contracts with other companies, it may be that their client would like a bit more certainty. The client can ask the entrepreneur for a 'declaration of payment behaviour'. This can be used to determine that the person has met his tax obligations. It isonly possible to submit this request on paper. This causes a long processing time, which results in entrepreneurs missing out on important assignments.

Problem Statement

The main goal of this project is to enable Dutch entepreneurs request a 'declaration of payment behaviour' online. We are talking about 3 pdf forms, that now need to be send via mail.

Process

Within the Belastingdienst, using the SCRUM method and working agile environment is key to a fast process. During this project, the following steps were taken by my team:

Research

We always start a new online form with an intake, here we meet all of the stakeholders. We introduce ourselves briefly and we get to ask some informative questions. Before the intake, desk research was done so we already get a good idea about the topic and the end-user. After the intake a first concept design is set-up. During the Kick-off we have a physical brainstorming session with al of the stakeholders, in which we discuss the first concept design and all the the needed features for the digital product. A second concept can than be made, which will be used for usability testing. A total of 6 persons will fill in the newly designed form in an interview in order to see whether there are still difficulties. Regular reviews with the stakeholders will keep them up to date. The final concept is published on the Belastingdienst website.

Result

During the process the UX-team decided to generate 1 online form for the 3 different statements. As there are 3 different statements of payments, it was really difficult for the end-user to understand which statement had to be requested. By combining these into one online form, the digital application can guide the user with its decision. Users were able to navigate through the online form easily. Entrepreneurs are now able to close contract with companies much faster, due this digital product!