Windfall Gains Tax
Owner: State Revenue Office Victoria
Role: Lead Experience Architect for discovery and design of the new digital service for tax calculations and payments.
Overview
The introduction of the Victorian Government’s Windfall Gains Tax required the creation of new digital experiences and service processes for property owners and industry stakeholders. As Experience Architect, I led research, discovery and UX design activities that supported the implementation of the new legislation.
The Challenge
The project involved translating complex legislative requirements into a service that could be understood and used by diverse customer groups. Many users would have little familiarity with taxation legislation, creating a need for experiences that reduced confusion and supported compliance.
Research and Discovery
Research activities included stakeholder interviews, co-design workshops and journey mapping across multiple delivery teams. Customer pain points, informational needs and service opportunities were identified and validated through collaborative discovery sessions. Findings helped inform service priorities and delivery planning.
Defining the Experience
Customer journeys, workflows and interface concepts were developed and refined through iterative design and testing cycles. The focus was on simplifying complex processes while ensuring legislative requirements were accurately represented within the service experience.
Accessibility by Design
Accessibility requirements were considered throughout design and testing activities. The experience was developed with a focus on readability, navigation, content clarity and compliance with government accessibility standards to ensure information was accessible to a broad audience.
Outcomes
The project contributed to the successful digital implementation of a significant legislative reform. The resulting experiences provided customers with greater clarity, improved self-service capabilities and supported more efficient administration of the new tax framework.