Overview

MinDeklaration is a Swedish tax declaration platform that connects taxpayers with professional handlers to streamline their annual tax filing process. It supports the full client journey, including service selection, authentication, case handling, financial workflows, and meeting scheduling, while also providing email notifications, a discount and coupon system, and an admin operations panel.

Challenge

MinDeklaration required ongoing platform support to manage seasonal clients, professional handler workflows, and financial accounting, while continuously improving the experience for users who interact with the service only once a year. This requires an intuitive, low-friction process.

Objectives

• Give clients a clear, low-effort way to understand and select the level of tax assistance they need.
• Keep the login experience simple enough for users who may return to the platform only once a year.
• Ensure the order and payment process feels seamless and trustworthy from start to finish.
• Distribute work equitably across handlers without relying on manual oversight or ad hoc coordination.
• Bring financial accounting and meeting scheduling into the platform rather than leaving them as disconnected external processes.

Solution

Two-tier service model: Customers can choose between two service tiers tailored to different levels of tax assistance, with payments powered by Kustom Checkout and integrated VAT and discount code support.

Multi-step Order Form: A guided Vue.js-powered form walks customers through service selection, personal details, and payment, with real-time validation and a responsive mobile-first design.

Case Management Dashboard: Handlers can view and manage assigned cases from a single interface, with search, multiple filters, status tracking, internal comments, document downloads, and direct messaging with customers.

Intelligent Case Assignment: An automated assignment system distributes new cases fairly across handlers while respecting configurable workload limits.

Tax Relief Management: Handlers calculate deductions and send structured tax relief requests to customers via email, with multiple relief rows supported per case.

Meeting Scheduling via HubSpot: The platform integrates with HubSpot’s scheduler API to display available meeting slots with proper timezone handling.

Email OTP Authentication: Customers log in using a secure one-time password sent to their registered email, providing a lightweight and user-friendly authentication flow well-suited for seasonal users who access the platform infrequently.

Technology Used

• Backend:Laravel (MVC architecture, Eloquent ORM, middleware-based authorization, Sanctum token authentication)
  
• Frontend: Vue.js with real-time validation and mobile-first design
• Payments: Kustom Checkout with discount code support
• CRM / Meetings: HubSpot Scheduler API
• Authentication: Email OTP with configurable expiry window

Key Learnings

• Platform trust is harder to establish for low-frequency users. When someone logs in once a year, even minor friction feels like a barrier. Authentication and onboarding decisions carry more weight than they would on a daily-use product.
• Fair automation still needs human parameters. An intelligent assignment system is only as effective as its configurable limits. In practice, building flexibility into the rules is as important as building the automation itself.
• Integrating third-party scheduling early helped maintain a smooth and consistent user experience. Embedding it directly into the platform meant timezone handling and availability logic could be designed as part of the flow, not around it.