Unifying a Fragmented Tax Compliance Workflow
Delivered a connected, all-in-one experience that aligned with user workflows and improved efficiency.
Produced implementation-ready designs for the full Mexico rollout, with engineering nearing completion.
Applied domain knowledge from this work to partner with two PMs on a separate concept to upgrade the end-to-end data experience.
Introduction
Early in my involvement, the PM and I ran contextual inquiry sessions to capture user requirements and understand how compliance managers work in this space.
User Insight
We learned that users moved between up to four systems to complete a single investigation, and because no product capability connected them, they copied and pasted every compliance issue and report into a spreadsheet by hand, the only way to build a complete, annotated trail they could share with their team.
The Work
To build that capability, we assessed the existing features against our future vision for the product, one aligned with users' tasks and jobs to be done. The PM and I began closing the gaps by bringing functionality from the other tools into a single, end-to-end experience. This direction also made practical sense, because the unifying data connections were unavailable in the legacy tools. The unified workflow gave users the connected, annotated trail they’d been assembling by hand, now shareable in one place.
Image: Native annotation replaced the manual spreadsheet trail, users could now build and share the record inside the tool.
Developing and Validating Designs
As I developed the mockups for a streamlined experience, I reviewed them with stakeholders and tested them with pilot users to confirm we were solving for what they needed to accomplish.
Image: Interaction annotations documenting automated behaviors, a shared reference for engineers and for stakeholders reviewing on their own time.
Testing surfaced a challenge: the workflows involved heavy interaction and user-performed actions. I built Figma prototypes on the fly, but they could not reliably simulate every interaction, so I guided users through key moments and asked them to imagine how each flow would behave. This framing produced valuable feedback on users' mental models and their expectations of the workflow.
Connecting Back to the Dashboard
With the core workflow complete, we turned to integrating it into the dashboard. I added automated enhancements including AI insights that alert compliance managers to significant events, which they can then connect to the relevant work plans or data in their investigations instead of creating that analysis manually.