Taxport A/P Tax Software
Sovos is the leading provider of 1099 forms, akin to how SAP dominates W2 forms..Their second most important product, Taxport A/P, needed a significant update to enhance user experience and efficiency.
Service
UX Research, UX Design
Sector
Finance
Year
2013
Problem to Be Solved
Sovos had conducted user research revealing dissatisfaction among users. Despite users being able to complete their tasks, the time required for reporting and preparing taxes was longer than expected. Over 30% of companies had to contact support during the process.
Business Objectives
Reduce the annual surge in support requests during the tax season.
Increase the perceived ease of use among the user base.
Background of the Need
While there wasn't a specific market change or merger driving the update, Sovos aimed to modernize their product and expand its reach. They envisioned the AP taxport as an entry point to convert prospects into customers and later upsell them to the full Taxport system.
Client's Confidence in Your Skill Set
Sovos sought out my expertise due to my extensive background in web application design and online advertising, ensuring them a modern and efficient redesign.
Unique Value Proposition
I was uniquely positioned to address Sovos' challenges due to my experience in creating user-friendly web applications that cater to diverse user groups, ensuring that even infrequent users find the system easy to navigate.
The Process
To fully understand the situation and develop an effective approach, the following steps were taken:
Conducted dozens of user interviews with clients, including top officials from some of the largest banks in the country, to gather detailed feedback and identify specific pain points.
Comprehensive analysis of user research to identify specific pain points and areas for improvement.
Detailed evaluation of the current UI/UX to pinpoint inefficiencies.
Consultation with Sovos' support team to understand common issues reported by users.
Formulated Approach
User-Centric Design: Focused on creating a guided experience tailored to a wide range of users, including those who only use the system annually.
Intuitive Interface: Developed an interface that is easy to comprehend, reducing the learning curve and minimizing the need for support.
Streamlined Workflow: Redesigned the workflow to enhance efficiency, ensuring users can complete their tasks faster and with fewer obstacles.
Support Integration: Integrated self-help resources and contextual guidance to reduce the dependency on support during the tax season.
Support Site Redesign: Led the redesign of the support site, coordinating new content and UX approaches with multiple internal stakeholders and implementing an aggressive client feedback strategy.
Results and Achievements
MORE PROJECTS
