B2B | ADP | TAX NOTICES | SUMMARY
Bringing a manual to digital first shift in tax compliance
The Challenge
Tax practitioners were burdened by a time-consuming, manual process for handling employment tax notices. The workflow required excessive paperwork, redundant communication, and reliance on multiple tools, leading to inefficiencies and frustration.The challenge was to design a digital solution that would reduce the practitioner’s effort, enhance process transparency, and streamline the entire lifecycle of tax notices.
Practitioners in larger enterprises use web app
Understanding the Users
User research identified two primary personas:1. Large-scale enterprise persona – A dedicated tax practitioner (35-44 years, female) who manages tax notices full-time.
2. Small-scale enterprise persona – A multi-tasking practitioner (25-34 years, female) handling tax, wage payments, and garnishments.Their key concerns included the cognitive load of prioritizing notices, tracking statuses, and frequent follow-ups with ADP account managers. Many practitioners had devised makeshift systems such as spreadsheets, email tracking, or internal databases to manage notices.
Design Directions
The Solution
A streamlined, digital-first Compliance Solution was developed, replacing traditional paper-based workflows with a modern, intuitive interface. The solution’s key features included:
Smart Notifications & Action CardsThe system provided timely updates and required attention by suggesting actions only when necessary, reducing anxiety and unnecessary interactions.
Process TransparencyA timeline view allowed users to track notices, approvals, and actions in real-time, closing the communication loop.
Multi-Document UploadUsers could upload multiple documents at once via the mobile or web app, eliminating the need for faxing or emailing.
OCR & Machine Learning IntegrationOptical Character Recognition (OCR) prefilled data fields, while machine learning suggested next steps, reducing user effort.
Automated Notice ManagementStatus is assigned & actions are shown using Machine Learning (pulled from backend tool NRS) instantly on notice upload, making it searchable and filterable - reducing the need for practitioners to manually track and categorize them.
Design Execution
Calming color palettes, clear iconography, and a structured information hierarchy work together to reduce cognitive load and foster trust.The web and mobile solutions were tailored to user needs:• Enterprise tax practitioners primarily used the web interface, handling high-volume tax notices daily.
• Small-scale practitioners relied on the mobile app for quick notice uploads and tracking.The final design emphasized minimal effort from users, with collapsible action menus, intuitive search filters, and easy access to historical data. Interactive prototypes underwent multiple iterations based on practitioner feedback, ensuring usability and efficiency.
Practitioners in small enterprises use mobile app
Design Refinement
Users had difficulty differentiating and understanding the cards and suggested actions on one look. Despite the title on the card, each line had to be read through to know what the card was about. Hence, the practitioner (user) actions and key information were highlighted. Each card was given a distinct yet consistent look to improve recognition.
Impact & Success Metrics
The Compliance Solution delivered measurable improvements:• Employment Tax NPS increased from 15 to 22 from July 2017 to December 2017, reflecting higher user satisfaction.
• Client Effort Score reached 83, while the Satisfaction Score improved to 91.
• Notice Uploads surged from 600 per week to nearly 3000 following the introduction of multi-document upload.
• Payment Approvals – Over 63% of approvals now occur within Compliance Solutions, reducing dependency on emails & calls.
• Call Volume Reduction – Calls dropped by 11%, from ~10,000 to 8,700 per month, minimizing practitioner reliance on ADP support.
Reducing operational complexities and enhancing productivity in regulatory compliance
The Compliance Solution project transformed a cumbersome, manual process into a seamless digital experience. By focusing on user needs, eliminating redundant steps, and leveraging automation, the solution significantly improved efficiency and user satisfaction.