Jury's verdict
The Norwegian Tax Administration started with a challenging ambition: in addition to fulfilling the formal requirements, they focused on making the content available to people who are cognitively challenged. Most people experience obstacles when dealing with the Norwegian tax system, for example, in connection with tax returns, so this rethink of the website will be welcomed by everyone.
Their methods were innovative, as they took into account the needs of users to receive serious and complex information in a comprehensible way. They worked explicitly on language to make it clear and concise. Users are also guided through easy-to-use calculators and guides that eliminate unnecessary steps in the process.
The way that Tax Norway listened to users when prioritising was exemplary. Based on user surveys, statistics, feedback and the input of case officers, they worked diligently to improve the website. In addition to other things, they have used Google search words, workshops, questions on social media, search and visitor statistics, “Did you find what you were looking for” boxes, micro-testing and the input of those who respond to telephone calls. When combined, they form an excellent basis for the group to make the right decisions.
This is an excellent initiative and one that we hope The Norwegian Tax Administration will continue, as it is a step in the right direction.
Photo: Skatteetaten
