Research and analysis

Making Tax Digital For Individuals - Co-Design Research

Research to understand customer needs and drivers around providing tax information by engaging them in the design of Making Tax Digital (MTD) principles.

• From: HM Revenue & Customs
• Published: 23 July 2018

Documents

Making Tax Digital For Individuals - Co-Design Research

Ref: HMRC Research Report 501

PDF, 547 KB, 15 pages

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Details

HMRC commissioned a blended qualitative research and co-design project to understand:

• how individual customers who complete self-assessment (SA) tax returns respond to the core principles of Making Tax Digital (MTD)
• what design features would support their engagement with HMRC through new and existing digital channels

The key overall objectives for this project were to:

• explore customers’ attitudes and expectations of the elements of MTD that may affect them
• identify levers and barriers that may influence engagement with MTD
• identify user needs through co-design which could be used by service designers to shape features of the Personal Tax Account that would ultimately support customers’ engagement with MTD

The research was conducted by KANTAR Public in partnership with FutureGov in August to October 2016. The report was completed in January 2017. Fieldwork took place in Bexleyheath and Central London. There were three strands focusing on different customer groups, and each strand engaged 16 participants.

Each strand involved four key steps:

• project inception and design
• workshop 1
• interim development session and
• workshop 2

Published 23 July 2018