VA Tax

Redesigned a guest tax payment flow to reduce friction and improve completion.

problem

The guest payment experience made it harder than it should have been for non-registered users to complete tax payments. Dense forms, unclear requirements, limited feedback, and a poor mobile experience created confusion at critical steps, increasing drop-off and making the process feel more difficult than necessary. The challenge was improving a high-stakes transactional flow without disrupting the broader ecosystem it lived within. The redesign needed to align with existing brand guidelines and fit naturally within the larger website, creating a more cohesive experience.

solution

The redesign simplified the guest payment flow by streamlining form structure, improving UX copy, and making error feedback easier to understand. A key focus was creating a more mobile-friendly experience so users could complete payment tasks more easily across devices. To support long-term consistency, I adapted the existing brand guidelines into a more cohesive design system for the experience, aligning the payment flow with the broader website. The result was a clearer, more intuitive transaction flow that reduced friction and better supported users on both desktop and mobile.

For many users, this flow was their primary interaction with the Virginia Tax platform, making clarity, trust, and ease of use especially important in a high-stakes transaction.

This project extended beyond the payment portal itself. Because many users entered the experience through printed tax communications, I approached it as a service design problem spanning both print and digital touchpoints. The challenge was not just making the form easier to use, but making the overall path to payment easier to understand.

I redesigned the guest payment flow to simplify form structure, improve UX copy, strengthen error feedback, and make the experience more mobile-friendly. The focus was on reducing ambiguity, improving recovery when errors occurred, and helping users complete critical payment tasks with more confidence.

I also redesigned print communications to improve information hierarchy, helping customers better understand their bill, locate payment options, and access the portal more easily through QR codes. Together, these changes created a clearer and more cohesive payment experience from first touchpoint through completion.

year

2023

timeframe

16 days

tools

Framer