Overview
Overview
Embedded Files
GIRO (General Interbank Recurring Order): It is an electronic payment system that allows you to make recurring payments to a third party, such as your utility biller or credit card company, directly from your bank account.Taxpayer-Centric-Design with redefined experiences for end-users such as Individuals and Non-Individuals (Companies) to pay their taxes automatically via monthly deductions from their bank accounts.
The Team & My Role
The Team & My Role
Scrum Master
Business Analysts
Product Owner/ Users
Design team
DLS (Design Language System) team
Development team
My Role: I am the UX UI designer for the GIRO Squad team from Discovery to delivery. I worked closely with BA & PO/ Users to gather the requirements & features based on the balance of existing vs. new (which always have dependencies on Tech's feasibility). There is always an internal alignment session with IRAS team before going to Design Review 1 with users. Based on the user's feedback, I revised the mockup to go another round with Design Review 2, which has completed version for the next handover session to the Development Team.
Design Sprint
Design Sprint
We are running a design sprint to meet all timelines for own modules.
Discovery
Discovery
Key Pain Points
Complex setup process for some users who are not familiar with the processLack of visibility after GIRO submission, eg: Pending Approval, Approved, Rejected status
Key metrics / UX objectives
Provide the convenience for individuals & businesses to automate recurring payment options
Provide UX flexibility in terms of different options such as monthly yearly and installment plans by introducing Configurable UI card design for Individual Income Tax & Property Tax
Challenge
To understand a complex domain quickly in a short time
To gain knowledge of the complicated product especially finding the differences in between "Existing" vs "New" features
A total of 46 slides were provided to go through individual screens to get UX suggestions.
"Pay attention to what users do, NOT what they say."
"Pay attention to what users do, NOT what they say."
~ Jakob Nielsen
~ Jakob Nielsen
The Process
The Process
Start with Questions
Start with Questions
How might we provide clearly step by step experience for GIRO arrangement?
How might we provide an experience if taxpayers arrange GIRO if they select or have a foreign bank?
How might we clearly display in UI for the "Existing records with GIRO" vs "New record to arrange GIRO"?
Design Execution
Design Execution
User Flow
User Flow
By breaking down a complex process into smaller, more manageable steps, UI steppers can help reduce user confusion and frustration, ultimately leading to a better user experience.
▼ Step 1: Select Bank
▼ Step 1: Select Bank
User selects foreign or local bank
▼ Step 2: Manage GIRO arrangement
▼ Step 2: Manage GIRO arrangement
User adjusts the number of installments for monthly for Individual Income Tax (IIT) & Property Tax (PT).
▼ Step 3: Review
▼ Step 3: Review
User reviews the details of the previous selection.
▼ Step 4: Login to Bank
▼ Step 4: Login to Bank
User sees the popup message to direct them to an external site and login.
▼ Step 5: Acknowledgement
▼ Step 5: Acknowledgement
User submitted GIRO application and received acknowledgement.
Challenges
Challenges
What if
What if
How to display what if user has multiple properties? For e.g. more than 20
What to display what if taxpayer selects a new bank but bank service is down?
If bankrupt taxpayer extends the number of installments, how would it show?
What if taxpayer change the number of instalments into "1"?
What if a taxpayer is bankrupt?
What if a taxpayer is bankrupt?
It displays as "Non-Provable Debt Balance" is a term commonly used in bankruptcy proceedings. It refers to a type of debt or claim that cannot be proven by the creditor against the debtor or the entity filing for bankruptcy.
However, bankrupt taxpayer still need to pay after discharged from bankruptancy.
However, bankrupt taxpayer still need to pay after discharged from bankruptancy.
What if a taxpayer belongs to low-income group?
What if a taxpayer belongs to low-income group?
There will be additional button "REQUEST OTHER AMOUNT" to input minimum amount such as $20 and number of instalments will be updated accordingly.
What if a taxpayer extends the number of instalments?
What if a taxpayer extends the number of instalments?
Waring message of "5% penalty may be imposed...." display if taxpayers extends beyond the recommendation.
What happens next if a taxpayer decided to extend the number of instalments?
What happens next if a taxpayer decided to extend the number of instalments?
Taxpayer needs to provide the reasons of why there is a need to extend. For e.g. loss of job/ Business failure
Outcome
Outcome
✅ Cut payment setup time by 50% with automated GIRO recurring payments.
✅ Cut payment setup time by 50% with automated GIRO recurring payments.
✅ Boosted flexibility with tailored installment and minimum payment plans, supporting low-income taxpayers.
✅ Boosted flexibility with tailored installment and minimum payment plans, supporting low-income taxpayers.
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