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Reimagined Property Tax Enterprise SaaS
A scalable property tax software that caters to different counties in North Carolina. Curated to improve user satisfaction for billing and collections personnel behind the desk, a seamless workflow and a foundational UI guide.
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Research planning and execution
Led the whole design project and review
Worked closely with cross-functional teams
My Role
Senior UX Designer
Facilitated user surveys with different counties
Visual direction and UI library
Prototyping
Duration: 8 months
The product team was often flooded with numerous query tickets on the usability of software from different counties
Business Challenge
How do we make the software more user-friendly and intuitive?
60%
Users felt confused and often found themselves going back to the manual
75%
Billing users said that their workflow could be better
Counties agreed on a consensus that the design was old and needed an upgrade
4
Understanding Ecosystem
North Carolina Property Tax Software (NCPTS) comprises of following sectors and is very complex to maintain
We chose billing team to begin the redesign process
Billing is the most integral part of NCPTS as it is the first checkpoint between the taxpayers and managers of each county.
We spoke to Billing teams from 4 counties to understand their perspective
User Survey
We used exploratory questions and usability tests to dive into their day-to-day workflow and gathered insights
This was done using a mixture of online interviews and surveys
We gathered several pain points and uncovered the most common ones
Main Nav is confusing and content is repeated in different dropdowns
Defining The Problem
Along with an outdated design, many fields from advanced search are often not used but are on the landing page
It is tedious to switch to a different NCPTS app and data is lost
How do we simplify the software, ease the workflow and modernize the user experience?
UX Challenge
1. The design needs to be scalable to cater to different counties.
2. Design needs to be intuitive and simple as most users are 35-50.
3. Design needs to be delightful and should improve the user experience.
Brainstorming
Understanding workflow
I held meetings with product managers to understand the functionality of other apps (here, Appeals) that are associated with Billing workflow
The most common workflow associated with the billing platform
Wireframing and User Testing
Making the invisible visible and delightful while at it
35 user stories tested remotely
20+ prototypes
15 users from 2 counties
Final Design
New and Improved NCPTS
Search Page
Landing Page
Bill Details
Search Results
Modernized UI
Simple Search vs Advanced Search
Seamless tabular view
Selecting multiple bills to "Get Bills"
New Search without going back
Redefining Quick Links
A thorough summary of all the attached bills, along with added quick buttons to "Flag" or "Appeals"
Design System
Bringing consistency across all platforms by building a robust design system
One thing lacking from NCPTS was a toolkit for developers to refer from. I led the strategy of a foundational UI toolkit and eventually a design system.
Key Takeaways
As I spearheaded this project, I initially intended to overhaul NCPTS. However, during the discovery phase, I realized that users were accustomed to the familiar format of government forms within the software. Therefore, I ensured the final deliverable maintained a similar structure to ensure both users and the development team felt a sense of familiarity and ease.
Design is more than just a handoff
“Asking users to adopt new behaviors or even modify their existing behaviors is very, very hard.”
Khoi Vinh, Principal Design at Adobe
Importance of budget + time constraints
When a project is long (8 months) with a limited budget from only 2 counties to revamp their own NCPTS, we had to set hard deadlines. With time, teams changed but I made sure innovation shone through our deliverables. Deadlines are necessary for every company, but it was also an opportunity to test my leadership and initiative as I took on multiple responsibilities firsthand.
Impact
Positive Outcomes
120%
Increase in budget for NCPTS revamp due to widely accepted success
80%
Task success rate and xx% increase in user satisfaction
upto 8
Clicks reduced per user workflow
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