Tax Instalment Payment Plan (TIPP)
Situation:
The Tax Instalment Payment Plan (TIPP) was a manual, paper-heavy process that created confusion for residents and a significant workload for City staff. Many Calgarians didn’t know their registration status, and staff were overwhelmed by processing thousands of applications manually. This led to long wait times, increased 311 calls, and poor user experience.
Target Audience:
Calgarians
Tools Used:
Figma, Confluence, Jira, Teams and Power Point
Framework:
User Centred Design Principle and Digital Design Behavioural Principle
Date:
2025
Employer:
The City of Calgary
Task:
As the User Experience Designer on the project, I was tasked with improving the User Experience on the TIPP online solution; to make it fully accessible, user-friendly, and reduce manual workload, ensuring all Calgarians regardless of ability could easily enrol and manage their tax payments.
Action:
- Led user research and heuristic evaluations to uncover usability and accessibility barriers.
- Co-developed accessibility guidelines with stakeholders and experts.
- Designed and iterated wireframes and prototypes aligned with WCAG standards.
- Implemented features like keyboard navigation, screen reader support, and high-contrast visuals.
- Partnered with developers to ensure proper implementation and testing of accessibility features.
Result:
- Over 8,600 agreements processed 3 months after launch with zero issues.
- TIPP enrolment at an all-time high, with a 75% reduction in manual processing.
- 60% fewer service requests year-over-year (Nov. 2023–Feb. 2024).
- Citizens now receive instant email confirmations, reducing 311 calls and paper use.
- The form is unique in Alberta, fully integrated with the tax system, and has drawn interest from other municipalities.
- The redesign improved service efficiency, accessibility, and citizen satisfaction thereby demonstrating the value of cross-unit collaboration and user-centred design.