Tax regime digitization

Overview

Previously, switching the tax regime was a critical bottleneck: users started a withdrawal but were interrupted by a legal barrier that forced them to leave the app and request manual support. The process was asynchronous, took days, and created high operational load for CS and consulting teams.

Process

1. 01

   Immersion and service mapping

   We ran workshops with CS and Tax Consulting to map the manual process. The goal was to extract specialist knowledge and turn it into product logic, ensuring that legal jargon was translated for users in an understandable way.

2. 02

   Architecture and cognitive load

   We identified that users with multiple certificates became overwhelmed by dense screens. We applied Progressive Disclosure: a linear step-by-step flow where users focus on one decision at a time, ensuring clarity before moving forward.

3. 03

   UX Writing strategy

   We replaced purely technical terms like "Progressive Table" with explanations of direct financial impact, eliminating fear around a seemingly irreversible decision.

Solution

• Granular focus: Instead of a dense table, users view one certificate at a time, allowing a dedicated comparison between the current regime and the suggested one for each specific balance.
• Bulk actions, individual decisions: After choosing each certificate regime individually in the stages, users reach a final summary to request the full withdrawal with a single click.
• Visual comparison: Cards that highlight the real benefit of each regime, translating financial impact immediately and removing the need for mental calculation.
• API resilience: If simulation failed for one certificate, the others remained operational — ensuring that a single error did not block the user’s full withdrawal.