Est-il possible de simplifier l'interface utilisateur de Tax-on-web ? Analyse et audit ergonomique.

Abstract

Continue to send tax return statement through paper while it’s easier to do online statement (prefilled datas already known by the administration, automatic verifications to avoid mistakes, online tax calculation,…) is the choice that was made by 800 000 of the Belgium’s taxpayers in 2017. Add to this taxpayers who comes to taxation offices and queue to be helped by administrative officers and you’ll understand that there certainly is an opportunity for interface improvement so that it can be more often used by all the taxpayers’ categories. The most common invoked reasons are the difficulty of the tax matters and accessibility problems to “Tax-on-web”. Is it possible to further simplify the application is the question we’ll try to answer in this study. We are gonna use different techniques and investigation methods like ergonomic auditing, handing over of survey and observation of real users in their ecologic situations. We’ll note positive points and amelioration points of “Tax-on-web” and formulate a series of proposals for concrete improvements to increase application ergonomics and hope to increase the number of citizens who will choose to declare their taxes online. We’ll see that ergonomics criteria like the personnalization and commitment towards the application can be further advanced.