Belastingdienst (Dutch Tax Authorities)
Belastingdienst (The tax authorities) handles millions of payments. together with Wilma van Oel, whom I coached, I optimized the user experience at the Payments department for employees who are working with the many systems to do this without errors. Making things more enjoyable. - Belastingdienst, leuker kunnen we het wèl maken.
We started the process by making a UX plan:
From User research we gained insights in Persona's and Employee Journeys and the mental model of the main task of the employees.
Co-creating with employees and stakeholders we added fidelity to the first workshop rapid prototypes.
This resulted in digital early prototypes in Axure
After that we validated the digital prototypes and underlying design hypotheses to the reality by doing a reality checks on Viability, Desirability and Feasability with all stakeholders.