Redesigning the user experience in a public organisation : The case of the Swedish Tax Agency’s e-service ”Skattekonto”

Sammanfattning

Public e-services are often synonymous with being frustrating to use. The reason for this is that state-run electronic services (e-services), such as the ones run by the Swedish Tax Agency (Skatteverket), are expected to be intuitive, innovative, and easy to use. Simultaneously, they are expected to be available to the general public, and provide crucial services that facilitate the public’s access to do their taxes. This expectation to stay current in a rapidly developing environment, while providing essential societal e-services make for a challenge that many administrative agencies face. In this thesis, the e-service Skattekonto (the Tax Account) is studied in order to determine if areas of improvement can be identified from auser experience perspective. If so, it is explored how the user experience on the e-service can be improved. This was done from a case study approach by conducting five user interviews and usability tests of thee-service. Based on the results, a prototype was developed that was evaluated through a heuristic usability evaluation.The results of the study shows that 20 areas of improvement could be identified on the current e-service and the improvements were implemented by developing a prototype with the help of a design system. When applying the identified areas of improvement on an analytical framework it indicates that more than one aspect of user experience should be considered when selecting improvement strategies.