SHIR ELAZARI
IL Tax Authority
Mobile and Desktop | Web Service
My role: Research and UX Design.
Digitization of a manual process required by law upon leaving a workplace, in accordance with the Israeli Tax Authority. The service allows employers to digitally report the resignation data of their employees, while employees whose information has been updated in the system can make choices regarding their severance funds in the accounts.
Purpose of the Initiative
Creating a system that facilitates a new process for leaving a workplace:Streamlining and simplifying the reporting process. Synchronizing between market players. Documenting and preserving information. Assisting citizens in making the right decision for themselves. Educating citizens on long-term financial thinking.
Work Process
Learning the subject and reviewing data
Mapping the current situation: interviews and observations within the organization
Interviews with citizens at tax offices
Low Fidelity Sketches to Concept
Detailed UX specification and design
User testing
Revisions
A Few Words About the Research
The current situation:
In 2022, the number of employees in the workforce was 3.94 million, with approximately 800K job separations per year, meaning 20% of employees leave their jobs annually. About 80% of those leaving do not take any action, while around 20% of those who do take action choose a pension continuity option. Among those who take active measures, 60% opted for the "exempt grant," and 60% of these individuals are aged 25-45. Additionally, 75% of the exempt grants are up to 30,000 NIS.
The vast majority do not engage in active measures. Among the minority that does take action, the majority is young and digital-savvy, withdrawing small amounts.
Principal Journey for Withdrawing Funds:
Pain Points
Information and Knowledge
There is a significant lack of understanding among citizens, along with a shortage of accessible and reliable information to rely on.
Emotional
Citizens experience suppression regarding their pension funds and exhibit a lack of trust in state authorities, particularly tax authorities.
Decision-Making
The decision is driven by the reasons for withdrawing compensation funds.
Operational
There are gaps in information between entities, and inconsistencies can arise between data provided by the tax authority and that from the funds.
How will we Overcome the Pain Points?
Information and Knowledge
Language and Design at Eye Level
Providing information at key junctions.
Emotional
User Support "Hand in Hand" Throughout the Process. Building trust, transparency, and honesty.
Decision-Making
Utilizing Behavioral Economics Principles for Decision-Making in Uncertainty. A gentle nudge for users to make informed decisions.
Operational
Streamlining and Optimizing the Process Through Personalization
Comprehensive Response for Different Users
Providing a response for individuals who want to keep their funds for pensions by creating a quick and accurate process, along with a full transition for those who wish to change the default option.