Xero
Tax Automation
Goal
Build new tax automation capability with a government
Due to the sensitivity of work, high fidelity visuals are not available
Challenge
The Singapore government has a multi-year program of work that looks to automate the income and sales tax filings for businesses in order to improve ease of use while reducing manual errors and fraud. This will be done by using a third-party integration that is conditionally available to accounting software providers. The internal expectation was to build this capability in a reusable and future-proofed way so that other tax jurisdictions where Xero operates could "plug and play" as tax automation is becoming a global trend. The tension here was to design a new experience that served our Singaporean customers well while minimizing work for other jurisdictions that may need this while keeping to a hard deadline, and if not met, would put Xero's operation in Singapore at risk.
Portion of remote discovery workshop
Approach
My discovery kicked off by mapping out the current experience to get a baseline and to understand user jobs, expectations, and goals through the government portal, guides, and multiple sessions with the team's compliance and tax expert. To gather in-house knowledge, I organized sessions with the Australian, South African, and UK tax teams that have made versions of this capability for their regions with the intent to assemble past research, unpack lessons learned and gather designs. There was a requirements gap as well and the team needed assistance, I organized multiple sessions with the required teams to bring shape to the requirements. We moved into creating concepts and had weekly reviews to ensure the team journeys together during discovery. Once we landed on an MVP, we tested the designs with customers. A few simple but vital insights led to a realignment of what we wanted to deliver in order to better meet our customer's functional and emotional needs, improve adoption and reduce work that is not seen as valuable. We launched the beta of the product to a select few customers, there were a few gaps in the test environment provided to us by the Singapore government. Post beta we iterated rapidly to included a key component which was turned around within a week and was successfully re-tested with customers.
Evaluative testing synthesis
Results
The Beta SUS scoring scored a medium to a high score across participants. The primary insight was found through the survey on how we might increase the rating but rated high on ease of use which was one of the primary objectives from a design perspective. This capability is slated for delivery End of 2022, which will be available to over 50,000 customers with other regions picking it up soon, making it available to 100,000 more.
Figma
Kyle Morgan
Senior UX researcher | Google
I had the pleasure to have David as part of my project team, where he and I worked on a complex problem and system. David showed that he is highly passionate and very meticulous in his approach work. I found him to be well versed in practicing key mental models such as; First Principal thinking and Secondary Order thinking, which really supports his approach to HCD and UX and helped our project. His ability to capture key insights and turn these into actionable and useful solutions is a strength.
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