The government introduced 2% tax on search engines, social media platforms and online marketplaces operating in the UK from 1 April 2020.

Action

• Liaised with stakeholders via interviews and workshops
• Designed map Illustrating different parts of HMRC estate involved in collection and administration of tax
• Produced customer journey map
• Designed registration and return user flows
• Built registration and return prototypes
• Demonstrated prototypes to stakeholders
• Participated in user research
  • Face-to-face
  • Semi-structured interviews
  • Calls
• Contributed to production of the service map

Result

• Passed Discovery and Alpha assessments
• Service projected to raise £440m per year for government

Discovery maps

HMRC estate

Illustrating different parts of HMRC estate involved in collection and administration of tax

Customer journey