Transforming the Norwegian Tax Administration

Skatteetaten embarked on an ambitious journey: A large-scale digital transformation of all their services, with the goal of providing coherent experiences to both internal and external users. Mapping the entire tax system, we found that for entrepreneurs, complex tax processes led businesses to struggle with compliance, with 70% closing within five years. This became a key focus area, and we sought to reshape the experience to address entrepreneurs’ tax management pain points.

We dove into the lifecycle of small businesses, from idea to operations – and, for too many, bankruptcy. Through stakeholders workshops, we unearthed new solutions and reconfigured existing ones, mapping user journeys and prototyping digital tools. We ideated on tools in Skatteetaten’s interfaces, as well as introducing new functionality within external tools, like banking and accounting – revealing the interlinked architecture across the tax ecosystem. The redesign also considered necessary legal, regulatory, and business adaptations to support the desired user experience.

Skatteetaten realized they needed to empower entrepreneurs with real-time data, simpler language, and nudges to help them to make sound choices. Our partnership has been instrumental in driving a highly ambitious digital transformation, addressing the organization's complex challenges. The project’s long-term vision is to provide seamless tax services that support entrepreneurial growth and increase compliance, benefiting both individuals and the Norwegian economy.