Łukasz Roth

Refining Personal Income Tax Forms

Lead User Experience Designer

I led a team in close collaboration with the Ministry of Finance to iteratively design and test online PIT forms, expanding the e-Tax Office to include business taxpayers. From July to December 2023, we employed the RITE (Rapid Iterative Testing and Evaluation) method to gather real-time feedback, refining both desktop and mobile versions. We delivered scalable design systems, high-fidelity wireframes, and prototypes that significantly enhanced the user experience.

  • UX Design
  • UX Research
  • In-depth Interviews
  • Usability Testing

Background

Prior to this project, online tax filing in Poland through the governmental platform was limited to individual taxpayers using the e-PIT-37 form. The Ministry of Finance aimed to expand this capability to include business taxpayers and individuals with revenues from special branches of agricultural production. However, users of the existing platform encountered several challenges that led to significant stress and frustration. Key issues included high stress in finding applicable tax reliefs, difficulties with joint filing for spouses, and the risk of losing incomplete documents due to the lack of autosave. These barriers severely hindered users from utilizing the platform smoothly and comfortably, underscoring the need for improvements in the expanded tax filing capabilities.

A stressed person holding their head over tax papers and a laptop

Image generated using Midjourney AI tool - used for illustration purposes.

The process

As the lead UX designer and the only UX specialist on this project, I took on key responsibilities across all stages of user experience design. This included defining the information architecture, designing both low- and high-fidelity prototypes, developing components for the design system in Figma, and actively contributing to user research and debriefing sessions. I worked closely with a UX writer, UI designer, and UX researcher to create a user-centered platform that aligned with regulatory requirements. Additionally, I organized strategic workshops with Ministry representatives to establish user flows, summarize desk research and benchmarking, and identify core user challenges and design assumptions.

Main project phases

  1. Desk Research & Benchmarking

    Led synthesis of research to identify user pain points and shape initial design direction.

  2. Strategic Workshop with Ministry Representatives

    Facilitated discussions to establish user flows, project requirements, and mapping user pain points.

  3. User Flow & Design Principles

    Mapped user journeys and set foundational design principles.

  4. Prototypes for Initial User Testing

    Developed low- and high-fidelity prototypes and user test scenarios.

  5. 1st RITE User Testing Round with Iterative Improvements

    During our first Rapid Iterative Testing and Evaluation (RITE) round, we gathered and applied insights to refine the prototype.

  6. Refinement of Prototypes for Further Testing

    Enhanced prototypes based on feedback for the next testing round.

  7. 2nd RITE User Testing Round with Ongoing Iteration

    Led analysis and iterative refinement, aligning prototypes with user needs.

  8. Final Refinement & Feature Prioritization

    Collaborated on final refinements and feature prioritization with development team.

  9. Handoff of Design System Components and Documentation

    Delivered design documentation and core components for consistent implementation.

Early Research and Workflow Mapping

We began the project with desk research and benchmarking to gather insights and identify best practices. The findings were then presented in a workshop with the client—representatives from the Ministry of Finance. During this workshop, we collaborated to draft the task flow, considering both legal requirements and system constraints. This process enabled us to map out the entire workflow, identify problematic steps, and generate ideas for simplification. Following the workshop, we conducted a prioritization session to address the user pain points, determining which were the most crucial to resolve and which forms needed to be designed as part of the project.

Workshop board mapping the task flow, legal requirements and system constraints

Target Audience and Key Pain Points

  • Individual Taxpayers who file their personal income tax returns, including those who might be self-employed or have multiple sources of income.

    An individual taxpayer reviewing tax documentsImage generated using Midjourney AI tool - used for illustration purposes.

  • Small Business Owners who need to file taxes for their businesses, often with less familiarity with complex tax regulations.

    A small business ownerImage generated using Midjourney AI tool - used for illustration purposes.

  • Accountants and Tax Professionals who handle tax filings for multiple clients, including both individuals and businesses.

    An accountantImage generated using Midjourney AI tool - used for illustration purposes.

Pain Points Identified and Prioritized

The user pain points for this project were identified and prioritized through a collaborative workshop with the client’s content team, supported by a comprehensive analysis of research reports, including calls and emails to the E-tax office. This evidence-based approach provided a clear foundation for addressing the most pressing issues.

  • Stress Related to Settlements: Users experience anxiety about filling out declarations, making mistakes, and the potential consequences.
  • Difficulty Finding Applicable Deductions: Users struggle to identify which deductions and reliefs they are eligible for.
  • Risk of Losing Partially Completed Documents: The absence of autosave functionality increases the risk of data loss.
  • Inadequate Communication, Service, and Information Architecture: The current system does not meet user needs and industry standards.
  • Problematic Login Process: Users find the login process confusing or cumbersome.
  • Inconsistency Between Messages and Button Labels: Discrepancies between on-screen messages and button labels create confusion.
  • Inconvenient Display of Hints: Hints, especially on mobile devices, are not presented in a user-friendly manner.

Design Assumptions

Based on the identified pain points, the following design assumptions were made:

  • Address user fear of mistakes and consequences.
  • Simplify the login process.
  • Clearly indicate required documents and applicable PIT forms.
  • Provide clear information on eligible deductions and reliefs.
  • Improve navigation and ease of use.
  • Minimize user effort and ensure first-attempt submission.
  • Align communication and information architecture with user needs.
  • Implement autosave to prevent data loss.
  • Use intuitive language for complex tax regulations.
  • Emphasize the official status of the service.
  • Ensure robust data security.

Information architecture

The website’s information architecture is designed to enhance user experience and ensure a seamless journey through the service. The layout is based on a 12-column grid, dividing the page into three main sections:

  1. Interactive Progress Sidebar: Positioned on the left side, this interactive element keeps users informed of their progress through the form, providing a clear visual representation of their current status and allowing to navigate to different steps.
  2. Main Content Area: Centered on the screen, this section contains the primary PIT form where users input their information. The form is designed to be straightforward and user-friendly, with a focus on clarity and ease of use.
  3. Help Section: Located on the right side, this area offers additional support and guidance. It includes tooltips for on-the-spot assistance and a “Want to know more” section with links to relevant articles from gov.pl.

Navigation improvements

A fixed top menu provides access to user data and a logout option, while a top bar displays the current save status, and allows for manual saving.
A sidebar menu directs users to other pages of the service and hides during form completion to minimise distractions.

Overall, the communication and information architecture have been meticulously refined to align with user needs and industry standards, ensuring a streamlined, intuitive, and user-friendly experience across the platform.

Wireframe of the form page layout: progress sidebar, content area and help section
The Revenue step of the PIT-28 form

Key Design Principle: Error prevention

Where possible, the system automatically calculates the correct amounts to simplify the process for users. When system-calculated amounts are editable, we actively monitor any changes made by the user in real time. If a user enters an amount exceeding the allowed maximum, the system will:

  • Automatically adjust the value to the maximum permitted.
  • Notify the user of this adjustment directly in the interface.

Examples of applying this mechanism:

Health insurance contribution amount: Automatic calculation and adjustment of the health insurance contribution amount based on the entered data.

Health insurance field showing the restored maximum amount and a messageDecision flow for the health insurance contribution amount

Donation deduction amount: Calculation and possible adjustment of the donation deduction amount if the entered data exceeds the maximum limit.

Donation deduction field restored to the maximum amountDecision flow for the donation deduction amount

1.5% tax calculation for public benefit organizations: Automatic calculation of the tax amount and adjustment according to limits, as well as verification of the accuracy of the user-entered data.

The 1.5% for public benefit organisations form sectionDecision flow for the 1.5% tax amount

Wireframes of the simplified process

We focused on optimizing the PIT-36L and PIT-28 forms based on strategic prioritization. Our approach involved extensive stakeholder workshops, creative ideation, and rigorous user testing. Using interactive prototypes in Figma allowed for rapid prototyping and iteration, enhancing project efficiency. The prototypes for the PIT-36L and PIT-28 wizards were developed based on the design assumptions established in Phase 1 of the project.

PIT-28 Revenue step, desktopPIT-28 Revenue step, mobile
PIT-28 Deductions and reliefs step, desktopPIT-28 Deductions and reliefs step, mobile
PIT-28 1.5% for non-profit organisation step, desktopPIT-28 1.5% for non-profit organisation step, mobile
PIT-28 submission confirmation, desktopPIT-28 submission confirmation, mobile

RITE USER Tests

Objectives of the Study

The primary goal of the tests was to assess how well the designed solutions met these assumptions and to identify and correct any elements that did not align with them. Additionally, we evaluated the usability of the prototypes across several areas:

  • UX Writing
  • Information Architecture
  • UX (User Experience)
  • UI (User Interface)

In the first round of research, specifically during the testing of the PIT-36L form, our objectives were also exploratory. We aimed to gain a deep understanding of how entrepreneurs approach PIT settlement, identify their pain points, and determine where they obtain the information they need. This insight allowed us to further refine the solution to better meet their needs.

This involved:

  • Conducting real-time user testing with the target group using an advanced, fully interactive Figma prototype with conditional logic.
  • Employing the Lookback platform for remote observation, enabling Ministry representatives to attend all testing sessions.
  • Documenting observations in a Figjam board to facilitate effective debrief sessions.

After each session, debrief meetings with representatives allowed us to discuss key findings and collaboratively decide on necessary changes before subsequent sessions.

In this project, we utilized the RITE (Rapid Iterative Testing and Evaluation) methodology to enhance the PIT-36L and PIT-28 forms, introducing a pioneering approach in government projects.

Benefits of the RITE Methodology:

  1. Rapid Iteration for Quick Adjustments: Enabled immediate design refinements after each user testing session, addressing usability issues promptly and efficiently.
  2. Stakeholder Involvement: The Lookback platform enabled Ministry of Finance representatives to observe testing in real time, allowing for immediate feedback and collaborative decision-making after each session.
  3. Cost and Time Efficiency: Incremental changes reduced the need for large-scale redesigns, saving both time and resources.
  4. User-Centered Design Focus: Ensured forms were intuitive and user-friendly, significantly enhancing the taxpayer experience.
  5. Innovative Approach: Demonstrated the effectiveness of a user-driven methodology in crafting responsive digital solutions for government projects.
FigJam board with observations from the first RITE round
FigJam board with observations from the second RITE round

Respondents from the target group

The usability tests, conducted through in-depth interviews, involved 2 distinct rounds, each comprising 10 participants from the target group.

  • In the 1st round, focusing on PIT-36L, the group included 5 male entrepreneurs, 4 female entrepreneurs, and 1 accountant. Additionally, 2 participants held shares in limited liability companies. The respondents’ ages ranged from 27 to 61 years.
  • The 2nd round, centered on PIT-28, also had 10 participants: 5 male entrepreneurs, 4 female entrepreneurs, and 1 individual responsible for private rental income. Among them, 1 was an accountant and a partner in a civil partnership, while 2 others had shares in limited liability companies. The respondents’ ages in this group ranged from 31 to 65 years.

The test results and the changes made between sessions were summarized in a comprehensive report.

Cover of the final report on usability tests of the PIT-36L and PIT-28 wizards
Report slide with a participant quote and screenshot
Report slide with key observations
Report slide comparing two versions of the social and health insurance section

Main Research Findings

In our redesign of the PIT-36L and PIT-28 forms, several key insights emerged, shaping our approach and refinements:

1. Terminology and Navigation

  • Users generally use informal terms like “lump sum” rather than formal PIT names. We adapted the interface to highlight these user-friendly terms, making it easier for users to identify the correct forms based on their taxation method.
  • The inclusion of tooltips and a structured hierarchy for forms improved users’ understanding and ease of navigation. This approach helped users quickly find relevant information and reduce confusion.

2. Usability Enhancements

  • The auto-save feature was crucial in alleviating user stress about losing their progress. Users appreciated the security it provided, with suggestions to increase the frequency of auto-saves and provide manual save options to enhance their confidence.
  • We optimized the introduction sections by bolding key information and segmenting content into easily digestible parts. This layout allowed users who skim for key points to quickly extract essential details, while those who read thoroughly found the information well-organised and accessible.

3. Information Access and Interaction

  • Automatic form completion for common fields and clear presentation of deductions and exemptions were highly valued. Users responded positively to the system’s ability to streamline these aspects which aligned well with their expectations and needs.
  • Users showed a strong preference for a “Preview” function to review their data before final submission. This feature was identified as crucial for ensuring accuracy and giving users a chance to verify their entries.

4. User Preferences and Confusion

  • The donation option for charity (1.5% of the tax) was generally well-understood, though some users were uncertain about how it worked. We noted that users preferred a searchable interface for selecting charitable organisations and desired clear, straightforward information on donation options.
  • Users also experienced confusion about how to navigate back to previous steps in the form-filling process. This feedback led us to improve navigation controls and clarify the process flow to ensure a seamless experience.

These findings were instrumental in refining our design, leading to a more intuitive and user-friendly experience for completing PIT forms.

RITE Testing Insights: Balancing Speed and Iterative Improvement

The RITE formula turned out to be fantastic for the team, but the tests accumulated in one week didn’t leave too much time to apply corrections between tests. Conclusion: to better realize the potential of RITE testing, there must be space to work with mock-ups between studies.

Project Impact and Deliverables

Over a span of six months, our team delivered two fully optimized online forms, PIT-36L and PIT-28, greatly enhancing usability and user satisfaction. These forms represent a significant milestone in the digital transformation of Poland’s tax system, improving the tax filing experience for both individual and business taxpayers. This project showcases the effectiveness of innovative design methodologies in advancing public sector services.

The handoff process involved comprehensive meetings with the development team, including Q&A and prioritization sessions. Deliverables included Figma files with new components for the e-tax office style guide, UI designs for both desktop and mobile platforms, covering all states and error codes. Additionally, we provided interactive prototypes, design principles, and a detailed user flow to ensure a seamless transition from design to development.

Handoff File Excerpt Documenting All Essential Error States
Handoff file excerpt documenting error states
Fragment of the User Flow for PIT-36L
Fragment of the user flow for PIT-36L
Image of the advanced desktop prototype
The advanced desktop prototype
Image of the advanced mobile prototype
The advanced mobile prototype