Enabling teams to be high-performing during peak tax season
The Tax & Compliance team at Uber focuses heavily on fintech products, particularly the accurate generation of financial documents such as invoices and receipts. This process involves multiple cross-functional teams to ensure error-free delivery. ScribeUI is the key internal tool enabling this workflow - and helping internal teams optimise their performance during peak tax season.
The design process for ScribeUI focused on in-depth research and validation, which uncovered major usability and structural issues across the platform. Originally built by and for engineers, the tool's user experience was impacted by broken behavioral flows, outdated design components, and inconsistent application of Uber’s Base design system - resulting in poor usability, limited visibility, and confusion around user progression. The platform's information architecture was overly complex, with unclear language and excessive actions that overwhelm users, making it nearly impossible to onboard new teams and optimise internal processes.
The proposed solution introduces key improvements to ScribeUI's user flow and component structure. The updated Explorer view now offers clear step indicators, improved user freedom, and non-platform-specific language for broader accessibility. The Project view ensures consistent use of Base components, with a streamlined template flow that allows users to easily manage drafts, publish, or revert based on preferences. Additionally, component editing is now accessible, supporting complex tax document error handling while maintaining control and clarity.
As the new version rolled out in phases, early testing has shown strong user satisfaction and overall positive feedback. While minor bugs and requests are expected during the onboarding of new teams, initial KPIs confirmed the redesign is performing well, following a key success indicator - user adoption - showing a significant rise: active users increased from 16 to 352, and geographic reach expanded from 2 to 12 countries, with 393 total users tracked.
These results indicate successful platform adoption, allowing teams to operate more efficiently and generate documents at scale - even during peak periods - without legal risk, directly addressing the platform’s original business objective.
