The Department of Revenue for the New South Wales state government initiated an ambitious digital transformation journey. This encompassed the comprehensive adoption of a new design system that would extend across the core tax products.

Brief.

The main objectives were to consolidate multiple websites into a unified platform, offering a comprehensive view to the customer. The intention was also to enhance the ease of the sign-in process, enabling customers to invite others for account management, and streamline the payment of multiple liabilities through a single, convenient interface. UI designs were created for three distinct services: Land Tax, Payroll Tax, and Property Tax.

Design.

The project covered a wide range of design aspects. This included the establishment of various UI design patterns to ensure consistency and coherence throughout the platform. An integral part involved the evolution of the design system, which introduced innovative components to enhance the design ecosystem. Concurrently, while refining visual aesthetics and establishing interaction patterns, complete page designs were crafted using this evolved Global Experience Language (GEL).

To ensure a structured approach, clear design definitions of done were established, serving as a benchmark for completion. Accessibility criteria were integrated to guarantee inclusivity and compliance with accessibility standards.

A new UI review system was developed to enhance the overall product quality, while also contributing to the refinement of user experience and interaction patterns.

Results.

The introduction of the new digital platform streamlined tax and liability management for state citizens. Residents can now pay their taxes via the platform, lodge returns, request exemptions, view notices of assessment, and manage payment plans.

The enhanced design system additionally facilitated seamless and rapid iterations for both existing and upcoming products. This enabled the swift testing of designs with citizens, ensuring compliance with frequently demanding legislative deadlines.