Usability Test show case

For the Dutch Tax Administration, a usability test was performed on two online services for income- and sales-tax return.
The Tax-Collectors Office is developing an Internet service for entrepreneurs. Two test versions of electronic tax-return forms were tested on their usability: one with and the other without adaptive support (i.e. wizard). The test was performed with 22 tax-payers to verify if the expected problems (based on an expert review) really appeared and to gain insight in the services effectiveness, efficiency and satisfaction.

The usability test proved for both versions of the form that the effectiveness and efficiency were sub-optimal. The satisfaction of the users was generally sufficient. The introduction of the wizard in the interface did not improve the usability, because the relation of the wizard questions and the form's content was not clear for the users. It is doubtfull if the profits of a more transparent wizard will counterbalance the costs sufficiently. Based on the results of the usability test, a list of interface adjustements was formulated to improve the usability.

Dutch Tax Administration

More on usability tests

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Researchers in the usability lab

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