Case Study: Finnish Tax Administration improves Vero.fi usability and self-service with Solita

Finnish Tax Administration boosts tax card views by 35% with Solita

The Finnish Tax Administration sought to update its Vero.fi online service to improve its outdated visuals and user experience, aiming to help citizens find information more easily and reduce customer service contact. Partnering with vendor Solita, the project focused on making the self-service process more communicative and intuitive.

Solita implemented a customer-oriented redesign with visual and structural enhancements, including improved navigation and solution wizards. The results were significant: page views for tax cards surged by 35%, and there was a major increase in users proceeding to self-service channels and instructions. The update reduced workloads for customer service agents and the digital service won the Software Finland Digital Service of the Year award in 2024.

Finnish Tax Administration