Challenge and Execution
Complexity and poor communication channels → Conducted in-depth user research to identify pain points and improve communication between Deloitte admins and Subject Matter Experts (SMEs).
Cumbersome user experience, with incomplete information and confusing navigation → Simplified the user interface, making navigation more intuitive and addressing gaps in information flow.
Clunky login process and data presentation issues → Streamlined the login process and improved data presentation, ensuring headers and content were properly aligned.
CLIENT
Deloitte
TYPE OF CLIENT
Fintech, Tax Consulting
MY ROLE
Product Strategy, UI & UX Design
BRIEF
Deloitte’s Incentives Hub tool is designed to offer clients focused visibility into and coordination of tax credits and incentives throughout their life cycle. However, the tool faced significant user experience challenges that impeded its effectiveness.
WHAT WE DID
We undertook a comprehensive redesign of the app to simplify its user interface, enhance communication, and improve overall usability. This included improving dashboard visibility, streamlining document uploads, and providing proactive guidance throughout the user journey.
RESULT
The redesign led to a significant reduction in time spent on completing tasks, improved survey completion rates, and higher user satisfaction. The enhanced user interface and intuitive navigation made the tool easier to use, addressing key pain points and improving overall client engagement.
IncentivesHub Web App
Design Solutions
User Support
We developed video training materials and consolidated survey options into a guided tour with annotations, making the tool more accessible for new users. Each survey section now includes FAQs, enabling users to easily find answers to common questions. Additionally, users can contact SMEs directly, add comments, and ask specific questions in the help area for tailored support.
Simplified User Interface
We streamlined the navigation and added a progress tracker to help users see where they are in the process, with clear indicators of incomplete fields and optional sections.
Improved Dashboard
The dashboard was redesigned for better visibility of due dates, statuses, contributors, and progress. We introduced regular reminders for incomplete surveys and made key elements easily accessible.
Email Communication
We overhauled email communications with compelling subject lines, clear CTAs, and actionable guidance, transforming the email experience from a generic newsletter to an engaging and effective message.
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Email Communication
We overhauled email communications with compelling subject lines, clear CTAs, and actionable guidance, transforming the email experience from a generic newsletter to an engaging and effective message.
Improved Dashboard
The dashboard was redesigned for better visibility of due dates, statuses, contributors, and progress. We introduced regular reminders for incomplete surveys and made key elements easily accessible.
Simplified User Interface
We streamlined the navigation and added a progress tracker to help users see where they are in the process, with clear indicators of incomplete fields and optional sections.
User Support
We developed video training materials and consolidated survey options into a guided tour with annotations, making the tool more accessible for new users. Each survey section now includes FAQs, enabling users to easily find answers to common questions. Additionally, users can contact SMEs directly, add comments, and ask specific questions in the help area for tailored support.
Review Before Submission
We enabled a review step before submission, allowing users to verify their input and address any inconsistencies before finalizing the survey.
Success rate
The redesign of IncentivesHub led to significant improvements in user satisfaction, with faster task completion times, higher survey submission rates, and reduced communication barriers. The tool now offers a more intuitive and efficient user experience, helping Deloitte maintain its competitive edge in the marketplace.
