Transforming
a legal management platform
About:
The TEM tool (Tax Exemption Management) manages the exemption certificate + customer details for tax audit purpose.
When Internal Customer in Dell need to apply for tax exemption for the purchase of Dell products.
The customer finance service user (CFS) user submits the tax exemption on behalf of the customer on the portal.
The Global Tax automation User (GTA) investigates or fixes any glitch in the system, more like an Admin role in TEM.
Role
Sr Product Designer
Team Structure
1 Sr Principle Lead Designer
1 Sr Product Designer
1 Product Manager
2 Developers
Tools
Design: Figma
Documentation: Miro
Collaborations: Teams
My Responsibilities
Design
Ideations
Prototyping
Focus group reviews
Design Hand off
Cross-Collaborations
Stakeholder presentations
Dev Sync ups
Metrics Achieved
Reduction in steps by 40%
Outcome
As TEM is an internal tax management tool we have couple of accomplishments here
Redesigned the whole platform to new Dell design system which brings in visually balanced components and workflow improvements with added functionality which helps in the management of exemption certificate and customer details.
Workflow improvements which goes a long way for a legacy product transformation:
GTA users:
Reduction in steps by 30%
Decision points by 10%
CFS users:
Reduction in steps by 10%
Decision points by 30%
Transform & create better UX for the management of exemption certificates & customer details.
Business goal
Design Process
The double diamond design process helped me as a product designer to deep drive into understanding a complex system as TEM.
Current Scenario
There is a lot of back and forth with communicating any changes required or to notify of any expirations of Tax certificates of customers.
Design Direction
In order to establish a standard experience for our users, the following stages of UX improvements for the platform was communicated to the engineering team
Workflow improvements such as:
1. Reduction of tools in the system/steps.
2. Personalised role summary.
3. Avoid malpractices.
4. Avoid delay & escalations.
5. Avoid service unavailability.
6. Seamless ticket reporting.
Example: Make the platform more smart for error and alert handlings,
Redesign with more design additional features such as:
1. Bridge communication gaps between system users.
2. Reduce excessive delays.
3. Chatbot for communications.
Example: A comment section for each certificates, filter & sort, real time alerts/feedback notifications.
A redesign to latest design system only .
Example: new forms, buttons, filters etc.
Design Deliverables
