#CivicDesign
#accessibility
#ContextualInquiry
Transparent Property Taxes
Transparent Property Taxes
Transparent Property Taxes
Transparent Property Taxes
Transparent Property Taxes
Transparent Property Taxes
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Transparency doesn't always equate to accessibility. For example, the city's assessing department makes all property tax information available on their website and at city hall, providing transparency. However, imagine a first-time homebuyer, unaware of how property taxes might strain their future budget, misled by their realtor, and lacking access to clear and relevant tax information. This disconnect transforms what should be a transparent process into an unforeseen financial burden.
This is the challenge we face in the City of Dearborn. In this project, we've partnered with Dearborn's Assessing Office to better understand this issue and develop a solution that makes property taxes more accessible to citizens, achieving true transparency.
Sep - Dec 2023 | 3 months
Timeline
Citizen Interaction Designer
Role
Sep - Dec 2023 | 3 months
Timeline
Citizen Interaction Designer
Role
Tools
Tools
Figma
Illustrator
Tri-fold brochure that uses visualizations and plain language to explain the property tax payment process and calculation methods
Look Up/Pay Property Taxes
Summer & Winter Taxes Information
Payment Options
Online
Automated Clearing House Debit
By Mail
At the Dearborn Administrative Center
By Phone
Dearborn residents are billed twice annually for their property taxes.
The summer tax bill includes:
the school tax
city tax
county allocated operating tax.
Levied July 1 and payments are due by Sept 14.
Summer taxes can be paid in three installments:
Paid on or before Sept 14
Second payment due Nov 14
Third payment due Jan 14
One-time $3 charge to pay the summer tax in installments.
Eligible residents may apply for deferment of their summer taxes.
The winter tax bill includes:
the remainder of the county taxes
City debt CSO
Levied Dec 1 and payments are due by Feb 14. MUST BE PAID IN FULL
The tax rates are provided by the various taxing entities in the month prior to the bill being issued.
The City of Dearborn offers a variety of options for residents to pay their property taxes and utility bills in order to make the process as easy as possible.
To pay property taxes by phone, call
1-866-518-2301
and follow the voice prompts. A credit or debit card may be used.
Residents may use the 24-hour payment drop box located in the parking lot of the Dearborn Administrative Center, located at 16901 Michigan Ave.
Place your bill and check (no cash please) in a sealed envelope and place it in the secure payment box.
Drop box payments are picked up weekdays, Monday through Friday, at 8 a.m..
When you use the mail, drop box payment options or stand in line at the DAC, your canceled check will serve as your receipt. Because the canceled check is proof of payment, the Treasury Division no longer stamps bills.
Property Taxes
City of Dearborn
Tax Dept 3102P O Box 30516
Lansing MI 48909-8016
Checks should be made payable to:
City of Dearborn
Please include account number and parcel number on check
Special Assessments
City of Dearborn
Special Assessment Dept 3104 PO Box 30516
Lansing MI 48909-8016
Checks should be made payable to:
City of Dearborn
Please include account number on check
Miscellaneous Invoices
City of Dearborn
Misc. Invoices Dept 3103 PO Box 30516
Lansing MI 48909-8016
Checks should be made payable to:
City of Dearborn
Please include account number on check
Water Bills
City of Dearborn
Water Dept 3101 PO Box 30516
Lansing MI 48909-8016
Checks should be made payable to:
City of Dearborn
Please include account number on check
Residents may pay property taxes via ACH Debit (Automated Clearing House), which is a direct withdrawal by the City of Dearborn from your bank account.
This payment option is free and the program specifics are listed on the forms.
Residents may pay property taxes, miscellaneous invoices, special assessment bills and delinquent personal property taxes online.
This service is free to City of Dearborn property owners who Create an Account and register their parcels.
If you do not own the property you will need to create an account in order to access tax information for a $2 fee.
Please note: If residents pay with a credit or debit card, there is a 3% convenience fee charged on the full transaction amount. If residents pay by e-check, there is a $3 convenience fee charged.
Pay property taxes using the DivDat Kiosk Network:
Please Note: Residents paying by credit card or debit card will incur a 3% convenience fee. E-Checks are Free.
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Property Tax Estimator
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Mon Jun 22
9:41 AM
https://cityofdearborn.org/assesor
Redesign of the property taxes information page to improve readability and coherence
Property Tax Estimator
Search
Home
Property Tax
Property Tax Estimator
Documents
Select School District
Dearborn City School District
ZIP code
48124
Current Owner
New/Prospective Owner
Use State Equalized Value (SEV)
Don’t know the SEV? Try estimate here ->
70,000
Calculate estimated property tax
Prior Taxable Value
X
Interest Rate (4%)
+
Modifications (1%)
=
Projected Taxable Value
Projected Taxable Value
X
Millage Rates (1.15%)
/
1000
=
Property Taxes
Breakdown
Summer Payment
Winter Payment
2024 Total
$12,000
Learn more →
Summer Payment
$5,000
Home
Services
Community
Government
Business
News & Events
Finder
File
Edit
View
Go
Window
Help
Mon Jun 22
9:41 AM
https://cityofdearborn.org/assesor
Property tax calculator designed to help citizens estimate their upcoming tax bill easily
Background
Background
Property taxes are a significant cost to consider when buying a new home. These taxes are also confusing to calculate, especially for first-time home buyers. Our client, the city assessors' office, receives hundreds of inquiries from citizens regarding their tax bills.
Based on contextual inquiries, we have identified and summarized the key factors contributing to the current situation:
Property taxes are a significant cost to consider when buying a new home. These taxes are also confusing to calculate, especially for first-time home buyers. Our client, the city assessors' office, receives hundreds of inquiries from citizens regarding their tax bills.
Based on contextual inquiries, we have identified and summarized the key factors contributing to the current situation:
The Problem
The Problem
1
Property tax process is difficult to understand
It took us a few weeks meeting with city assessors to fully understand the process, as the taxes are divided into summer and winter bills. The tax bill is also difficult to read because of its use of jargons and abbreviations.
1
Property tax process is difficult to understand
It took us a few weeks meeting with city assessors to fully understand the process, as the taxes are divided into summer and winter bills. The tax bill is also difficult to read because of its use of jargons and abbreviations.
1
Property tax process is difficult to understand
It took us a few weeks meeting with city assessors to fully understand the process, as the taxes are divided into summer and winter bills. The tax bill is also difficult to read because of its use of jargons and abbreviations.
> Hover to see if you can understand the tax bill ;)
2
Some realtors are not helpful in explaining the property taxes
All the assessors we interviewed mentioned that some realtors downplay the fact that property taxes will significantly increase after a property is purchased. This tactic allows them to sell more expensive properties within the client's budget. They care more about making a sale rather than considering the client's financial situation.
2
Some realtors are not helpful in explaining the property taxes
All the assessors we interviewed mentioned that some realtors downplay the fact that property taxes will significantly increase after a property is purchased. This tactic allows them to sell more expensive properties within the client's budget. They care more about making a sale rather than considering the client's financial situation.
2
Some realtors are not helpful in explaining the property taxes
All the assessors we interviewed mentioned that some realtors downplay the fact that property taxes will significantly increase after a property is purchased. This tactic allows them to sell more expensive properties within the client's budget. They care more about making a sale rather than considering the client's financial situation.
3
Lack of tools to educate people before they purchase the property
The Mayor previously created a property tax calculator, but it is no longer accurate as the millage rate changes twice a year. Now, the City Assessor’s Office is seeking ways or tools to make property tax information more accessible and understandable for Dearborn residents.
3
Lack of tools to educate people before they purchase the property
The Mayor previously created a property tax calculator, but it is no longer accurate as the millage rate changes twice a year. Now, the City Assessor’s Office is seeking ways or tools to make property tax information more accessible and understandable for Dearborn residents.
3
Lack of tools to educate people before they purchase the property
The Mayor previously created a property tax calculator, but it is no longer accurate as the millage rate changes twice a year. Now, the City Assessor’s Office is seeking ways or tools to make property tax information more accessible and understandable for Dearborn residents.
How Might We
make it easier for first-time home buyers in Dearborn to understand the taxes they will owe on their property and how they are calculated?
Sort Out the Tax Collection and Payment process
Sort Out the Tax Collection and Payment process
Through the contextual inquiries with Assessors, we gradually mapped out the entire process of assessing and tax collection, and then transformed it into a more "first-time home buyer" centric view to analyze the user journey.
Below is the draft board we used to communicate with our client about the process. It helped us form common ground and build trust with each other.
Through the contextual inquiries with Assessors, we gradually mapped out the entire process of assessing and tax collection, and then transformed it into a more "first-time home buyer" centric view to analyze the user journey.
Below is the draft board we used to communicate with our client about the process. It helped us form common ground and build trust with each other.
Dearborn Street Interviews
Dearborn Street Interviews
After hearing all the stories from our client, we wanted to gather more insights from citizens. Therefore, we embarked on a field trip to Dearborn, walking through communities, parks, and visiting some real estate companies.
Given that about 54.5% of Dearborn residents, according to the 2020 census data, are predominantly Arab, we discovered that for individuals whose native language is not English, accessing and understanding property taxes is even more challenging.
After hearing all the stories from our client, we wanted to gather more insights from citizens. Therefore, we embarked on a field trip to Dearborn, walking through communities, parks, and visiting some real estate companies.
Given that about 54.5% of Dearborn residents, according to the 2020 census data, are predominantly Arab, we discovered that for individuals whose native language is not English, accessing and understanding property taxes is even more challenging.
Jack
Recently purchased his
first property
Finding a good realtor is key… The original budget was 500k but after discovering the property tax calculation, it decreased to 350k.
Ali
Realtor
…some realtors are not being honest with their clients. However, the majority of us who want to be referred to our clients' friends would not do that. We wish there were more easy-to-understand tools to help us explain the property tax mechanism…
Layla
Wants to buy a house
in two years
We just immigrated to the State...
I've always heard that property taxes increase every year. I'm not quite sure how it works though.
Leverage Existing Resources
Leverage Existing Resources
Before we begin brainstorming solutions, we have decided to meet with our client again to discuss potential resources available for our use. It turns out that they had previously designed a brochure to explain property tax terminologies and calculations, but it ended up being overlooked in a corner of the city hall.
Even though they aimed to make information on property taxes "transparent," it remains inaccessible to many.
Before we begin brainstorming solutions, we have decided to meet with our client again to discuss potential resources available for our use. It turns out that they had previously designed a brochure to explain property tax terminologies and calculations, but it ended up being overlooked in a corner of the city hall.
Even though they aimed to make information on property taxes "transparent," it remains inaccessible to many.
Early Prototype
As we redesign our approach to learning about property taxes, we aim to utilize one or more tools to address all stages. Through ideation, we have outlined the following process, which requires only a new online tax calculator and a pamphlet.
Why Pamphlet?
As UX professionals, we often gravitate towards digital solutions. However, my experiences with government projects and conversations with a diverse range of citizens have highlighted a significant preference for tangible products, particularly among immigrants and the elderly.
A pamphlet is lightweight, easy to read, and can be distributed widely, thus reaching more of our target user group.
User Testing
To gather early feedback from assessors and users, we rapidly created draft versions of the brochure and website wireframes to test our solution. Although there were some issues with the content—mainly its difficulty in explaining the annual process—the majority of participants found the tool useful.
Final Product
Final Product
Final Presentation @City Hall
To gather early feedback from assessors and users, we rapidly created draft versions of the brochure and website wireframes to test our solution. Although there were some issues with the content—mainly its difficulty in explaining the annual process—the majority of participants found the tool useful.
