An online tax service contains difficult technical instructions for some users. I propose to flank accessible language, assistance and guided tours.
In the example, a person understands the passage after a concrete explanation. Simplification must be assessed from the point of view of those who fulfill, not just the administration.
A faster process for the office may require more work for the citizen. Inclusive progress considers these differences and makes it possible to seek help without shame or disproportionate obstacles.