Simplifying the relationship between citizens and the Tax Authority

From Technical Complexity to Visual Clarity

Dealing with fiscal services means managing extreme functional complexity. The primary challenge was the highly technical nature of fiscal documentation. If designed "as is," the app would be heavy and discouraging for the average user.

Our design intervention focused on breaking down functional barriers through a structured and scalable approach:

• From technical to human
  We performed a systematic translation of "fiscal-speak" into clear, action-oriented microcopy, reducing the cognitive load on the user.
  

• Modular information architecture
  We moved away from the internal structure of the Tax Authority to group services by the user’s mental model, separating essential data from complementary information.
  

• Precision in state management
  With multiple variables—from unique vs. multiple NIFs to negotiable vs. non-negotiable debts—we mapped all possible states before designing a single screen, ensuring a consistent visual language for "active," "pending," or "expired" statuses.
  

Mobile leaves no room for poor organization; if the structure is missing, the user gets lost. Our focus was on systemic thinking: creating patterns that allow complex fiscal data to be read as easily as a simple notification.

Key challenges & Solutions

Our mission was to simplify intimidating flows and manage high data density for a profoundly heterogeneous audience, ensuring a seamless experience for every profile.

• Bridging the Literacy Gap
  Challenge: The project served a highly heterogeneous audience, from large corporations to micro entrepreneurs with varied digital skills.
  Solution: We avoided abstract icons and hidden gestures, opting for buttons with clear verbs and redundant feedback to ensure every financial action felt secure and unambiguous.

• Density in Small Screens
  Challenge: Transforming heavy tabular structures (current accounts and tax documents) into a mobile-first format was a significant hurdle.
  Solution: We developed a "Card-Based" UI that prioritizes visual hierarchy, allowing users to identify status, value, and required actions at a glance without being overwhelmed by data.

• Simplifying High-Stakes Flows
  Challenge: Critical processes, such as issuing electronic invoices, can lead to high abandonment rates if they feel too long.
  Solution: We fragmented complex flows into logical, bite-sized steps with clear progress indicators and specific error messaging, turning an intimidating task into a guided journey.

Core features

The app centralizes centralizes the most critical interactions between the state and the taxpayer:

• Tax situation & Debt declaration
  real-time consultation of fiscal status and outstanding debts.
  

• Electronic Fiscal Documents (DFE)
  seamless issuance and management of electronic invoices and documents
  

• Tracking & Simulation
  tracking of dispatches and small parcels, along with dispatch cost simulation.
  

• Integrated payments:
  direct payment of taxes and fees through the mobile device.
  

• Direct communication
  a streamlined channel for interaction with the Tax Authority.