Raiffeisen Bank
Jul 2020 – Oct 2022
Tax payments made easy for businesses
User-friendly tax payments for businesses are crucial, considering the numerous legal requirements involved.
As a member of the CX team, my goal was to improve the user experience of tax payments and build customer confidence by helping them accurately complete payment documents to prevent issues with the tax department.
A/B test showed that conversion rate to successful payment was increased after update: 2,9% → 3,4%.
Additionally, I designed a payment flow with account details for businesses, maintaining the same screen structure with conversion: 29%→36%.
Customer portrait
Owners of private limited companies and accountants that work for small and mid-sized businesses.
Challenges
Many entrepreneurs preferred making payments via the web version rather than the app because it felt easier and safer for them to fill out payment documents.
Furthermore, they expressed dissatisfaction with the limited payment features in the app and requested additions such as the ability to scan payment orders using a photo.
Hypothesis
Our goal was to streamline entrepreneurs' payments to the tax department and increase app adoption. So, our hypothesis was:
Reducing errors in tax payment orders will boost the conversion rate for successful payments
Solutions
Scan of the payment order previously completed in other accounting platforms
Payment orders are frequently filled out in other accounting platforms by business owners or accountants. With this feature, they can scan a printed payment order or upload a file or photo for scanning.
Pre-filling payment details from the database
We integrated an organization database into the flow to streamline company searches.
Tips with 'chips' to expedite entering crucial payment information
We implemented pre-filling of essential payment details to eliminate the need for entrepreneurs to manually input them.
Number masks
I applied masks to all numerical fields to simplify data entry and reduce errors.
Result
A/B test showed that conversion rate to successful payment was increased after update:
2,9%→3,4%
Additionally, I designed a payment flow with account details for businesses, maintaining the same screen structure. An A/B test showed an increase in the conversion rate to successful payments after the update:
29%→36%