Product design · Self-service Tax Free
Tax Free Self Issuing experience.
What if shoppers could complete Tax Free without relying on store staff?
The context
Claiming Tax Free can be confusing.
Rules and requirements vary between countries, and shoppers may not know what they need to do or what happens next.
The problem
In store, this can mean relying on staff for guidance.
Adding another step to the checkout experience.
The solution
Retail Hub Direct was created to move that experience towards self‑service.
Helping shoppers complete their Tax Free form themselves.
The challenge
Designing self‑service for everyone.
Moving Tax Free to self-service meant designing for people with different languages, abilities and levels of familiarity with the process.
The experience had to be quick, clear and accessible, while giving shoppers enough guidance to move through it independently.
Results
Making Tax Free faster and more independent for shoppers
Reported in the six-week pilot.
Adoption over time
Experience
We are very happy with the use of this self-service solution. The materials are good and the software offers a comfortable user interface and experience.
Impact
The self issuance solution offers a smooth and autonomous experience to our customers. They can manage by their own the issuance of their tax free form and can still count on Planet staff which stay available in case of any needs. This solution allows to welcome a higher number of customers in the dedicated areas.
Accessibility
Three things that made the product usable for everyone.
High contrast
Shoppers with low vision or colour vision deficiencies can read and use every screen.
WCAG 1.4.3, 1.4.11 / AAZoom text
Text scales up to 200% and layouts reflow, so nothing is cut off.
WCAG 1.4.4, 1.4.10, 1.4.12 / AAWCAG handoff
Every feature mapped to success criteria and design tokens, so Engineering could build to the EU Accessibility Act.
Perceivable / Operable / Understandable / Robust
Beyond the screens
Making complex steps easier to understand
Illustration and motion turn instructions into visual guidance, making each step easier to understand without relying on more text.
Selected moments
On site
The kiosks at La Samaritaine.
