Even when taxes are paid incorrectly, many organizations do not know if they have eligible credit, the estimated value, or how long the process may take.
Before the project, the flow showed:
The challenge was to turn a complex tax legal service into a comprehensible digital experience, without compromising technical rigor, tax compliance, or legal certainty.
User interviews and process analysis revealed a central issue:
“The concern was not the service cost, but entering a process that could not be understood or followed.”
Companies accepted the complexity of the subject, but needed:
Without these elements, abandonment happened before the analysis was completed.
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The product started to:
The experience was designed to reduce anxiety and support decisions, not just optimize execution.
Execution organized a regulated and technical process into a progressive digital journey, focused on predictability and reduced cognitive effort.
The work included:
Design acted as a layer to organize complexity, preparing the product for growth without exposing sensitive business logic.
Solutions were validated iteratively, assessing:
Validation showed that understanding the process carried the same weight as the final value in decision making.
The project reinforced a core insight:
In regulated tax services, process predictability sustains trust and adoption.
By organizing stages, clarifying responsibilities, and communicating outcomes objectively, the product reduced uncertainty and enabled the scale of a technical service without compromising legal credibility.
This experience strengthened my work in B2B fintechs, using design as direct support for business decision making.
