MY ROLE: DELIVERABLES: TEAM: Year:
UX Designer Component Library Product Manager 2024
User Research Low & High Fidelity Designs. Developers
UI Designer Usability Testing Product Designers
THE WHAT
Madam Shikini is an AI-driven chatbot designed to streamline tax, agency, and levy payments across formal and informal sectors. It operates on various user-friendly platforms such as WhatsApp, USSD, SMS, and popular social media channels like Facebook, Twitter, and Instagram, catering to diverse users. This platform integrates four key functions: Social Media Listening, Customer Relationship Management (CRM), AI Chatbot, and Payments, tailored to enhance the efficiency of the Lagos State Office of Taxation and Revenue in collaboration with MDAs.
THE CHALLENGE
Lagos State faced a critical issue: its tax and revenue processes were complex, inefficient, and inaccessible, particularly for the informal sector. Taxpayers struggled with unclear guidance, unanswered inquiries, and disconnected systems, increasing the strain on government resources. Madam Shikini was envisioned as the solution—a smart AI chatbot designed to simplify tax payments, enhance engagement, and bridge the gap between citizens and the government.
THE BIG PLAN
In response to the challenges of streamlining tax and revenue processes in Lagos State, our team committed to a strategic transformation: to conceptualize and develop Madam Shikini with an unwavering focus on accessibility and user empowerment. Our mission was clear—to craft a system that simplifies complex tax interactions, replacing frustration with clarity and inefficiency with seamless functionality.
Our vision wasn’t just to enhance functionality but to redefine the user experience entirely. By integrating intelligent design principles and leveraging cutting-edge AI, Madam Shikini transforms from a mere chatbot into a trusted guide—a digital companion in the journey toward tax compliance. Or, as we like to say, it’s not just smart; it’s Madam-level smart.
INITIAL PROCESS
Since Madam Shikini is designed to serve both taxpayers and government agencies, we spent hours collaborating with Lagos State officials and stakeholders to identify their pain points and understand what hinders efficient tax processing.
Taxpayers struggle with accessing accurate, real-time information about payments and obligations, leading to delays and frustration.
Agencies face challenges in managing and responding to the volume of inquiries, resulting in missed opportunities to engage with taxpayers effectively.
We identified key features for Madam Shikini's dashboard to ensure seamless system integration and effective user interactions. This clarity guided the design and development process, enabling the engineering team to swiftly build a simple yet robust platform aligned with our user experience goals.
DESIGN PROCESS
Once we identified user needs and defined the essential functionalities for Madam Shikini, We began with low-fidelity wireframes. We went through multiple iterations, primarily focusing on refining the information architecture to enhance usability. Below are some screens from the final wireframes we finalized before transitioning to high-fidelity designs.
High-Fidelity Designs
After completing the low-fidelity wireframes, We transitioned to high-fidelity designs. We adhered to the provided brand colors but defined other style guidelines, such as typography, card layouts, and button designs, based on our vision for the user interface and what we felt was most suitable. Below are some screens from the the final designs.
THE STYLE GUIDE
THE OUTCOME
Madam Shikini has successfully made tax processing for authorities and tax payments from users more seamless. By prioritizing an intuitive and user-focused design, we streamlined interactions and provided administrators with tools that simplify monitoring and engagement.
The results? Faster response times, increased user satisfaction, and improved operational efficiency. More than just a dashboard, Madam Shikini represents a step forward in digital tax management, proving that thoughtful design can transform complex processes into seamless experiences.
Ready for a Fun Collaboration, or Need a Product Designer?
More Projects.
EKOMILE
MEDICUBE