FCT-IRS embarked on a digital transformation initiative to modernize how taxpayers, businesses, government agencies, and internal revenue teams interact with tax services.
Working from project inception through launch, I helped design an end-to-end ecosystem that simplified tax administration, improved operational efficiency, and increased digital adoption across multiple stakeholder groups.
Responsibilities
User Research • UX Strategy • Information Architecture • UI Design • Prototyping • Design System • Testing • Developer Handoff
Duration
Jan 2024-Dec 2025
Role:
Product Designer → Lead Product Designer
PLATFORM:
Responsive Web Application
OUTCOMES
5,000,000+ successful onboardings
95% increase in online payments
Reduced support dependency
Improved data accuracy
Taxpayers
Individuals and business owners registering, filing taxes, making payments, and managing tax records.
Businesses
Organizations responsible for managing employee tax obligations, uploading employee data, and filing returns either independently or through tax officers.
MDAs
Government agencies onboarding into the platform, filing returns, and managing compliance requirements.
Tax Officers
Internal revenue teams responsible for reviewing submissions, managing taxpayers, validating information, and processing tax-related activities.
Super Admins
Platform administrators managing users, permissions, governance, and system-wide operations.
Tax Systems Were Designed for Experts
Through research and stakeholder engagement, we identified a common problem:
Tax processes were difficult to understand, difficult to manage, and difficult to scale.
Complex processes and tax language confused users
Incorrect or incomplete submissions caused delays
Tax officers spent too much time on manual tasks
Businesses lacked efficient ways to manage employees' tax data
MDA's had no dedicated digital experience for compliance
Limited Visibility and control for administrators
We conducted interviews, workshops, workflow mapping and user feedback sessions
Users didn't understand the process
Many users didn't know where to start or what steps applied to them.
Large forms created anxiety
Users often perceived tax filing as difficult before even attempting the process.
Errors caused operational burdena
Most issues came from poor guidance, not user negligence
Businesses required scalable workflows
They require bulk operations and centralized control
These principles informed every design decision throughout the project.
Guide, Don't Assume
Users should not need tax expertise to complete tasks.
Simplify Complexity
Break complicated workflows into manageable steps.
Build Trust
Provide transparency and clarity throughout the process.
Enable Self-Service
Reduce dependency on support channels wherever possible.
Rather than exposing users to large forms and complex processes, we redesigned the platform around guided workflows and role-based experiences.
Different stakeholders received experiences tailored to their needs while maintaining a unified platform architecture.
Key Flows And Screens
These principles informed every design decision throughout the project.
Guide, Don't Assume
Users should not need tax expertise to complete tasks.
Simplify Complexity
Break complicated workflows into manageable steps.
Build Trust
Provide transparency and clarity throughout the process.
Enable Self-Service
Reduce dependency on support channels wherever possible.
Taxpayer Experience
Simple onboarding, guided filling, payments, TCC applications and tracking status.
Business Experience
Upload employee data, manage records and file returns for employee (self-service).
Tax Officer Experience
Review submissions, validate data, communicate and take-action efficiently.
MDA Experience
Dedicated onboarding and filing experience tailored to government agencies.
Impact
Increase in Online Payments
onboarding completion
Satisfied Clients
REFLECTION
What I Learned
FCT-IRS reinforced an important lesson:
Tax systems are fundamentally trust systems.
People are more willing to comply when they understand what they need to do, why they need to do it, and what happens next.
Good design doesn't remove complexity.
It helps people navigate complexity with confidence.
What I'd Improve Next
Given another phase, I would focus on the following:
Personalized tax guidance
AI-assisted support experiences
Improved accessibility for first-time taxpayers
Better support for policy changes and regulatory updates
Proactive reminders and compliance assistance
