Samsapp Case study about Online Vehicle Tax
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SamsApp, an abbreviation of Samsat App, is a mobile-based Tax Payment application (Pajak Kendaraan Bermotor) or abbreviated (PKB).
Product Mobile App
Contribution Interface Design
Experience Design
Interaction Design
User Research & Testing
Interactive Prototyping
Icon Design
Illustration Design
Timeline Jul 2020
Project
Overview Currently, people, especially Indonesian citizens, who want to make Tax Payments have many concerns if they have to make payments directly to the SAMSAT office due to the current pandemic. However, recently the Indonesian Police Traffic Corps has created a Platform for making Tax Payments Online, but some users still have great difficulty using the platform.
Role & Responsibilities Main role are as Interface design, Experience design, Research, Interaction design, prototyper, Icon and Illustration designs.
Tools and methods used
  • Figma, Adobe Illustrator
  • Usability testing, Affinity mapping, and Competitive Research.
Problem Statement
What problem were you solving?
  • Users still have great difficulty using the PKB Payment Application to pay their Motor Vehicle Tax.
  • User interface that is less attractive
  • Improve the user experience
Challenge How to make online Motor Vehicle Tax payments easy, effective and efficient.
Research
Research methods Competitive Research
Sample of Competitor
  • Tokopedia eSamsat
  • Bukalapak eSamsat
  • Samsat Online Nasional
  • Sambara App
  • Sakpole App
Competitive Research Tax Payment Process Flow
Flow of Competitor
Competitive Research Feature Comparison
image 462
Feature Comparison
Key insights of Competitive Analysis
Cons
  • 3 out of 5 competitors do not have a Register/Login feature which could potentially provide a loophole for irresponsible parties to steal personal data
  • Only 1 out of 5 competitors has a document delivery tracking feature and cannot customize the delivery address
  • 4 out of 5 competitors can only serve payments for certain areas
  • 3 out of 5 competitors have a visual appearance that pays less attention to the user experience.
Pros
  • 4 out of 5 competitors have payment process and payment status features
  • 2 out of 3 competitors send proof of payment documents to the user's email
Recommendation Flow
image 462
New Flow of Samsapp
Feature Recomendations
  • Availability of field for inputting shipping address
  • Payment documents are sent to email and can be downloaded directly from the application
  • Availability of document delivery tracking feature
  • Can view payment status and history
Concept Model
  • Global Concept Model
  • MVP (Minimum Viable Product) Concept Model
Global Concept Model All recommended features that can be developed in the ultimate version
image
Global Concept Model
MVP (Minimum Viable Product)
Concept Model Main features that have been prioritized for development in the initial version
image
MVP Concept Model
Information Architecture (IA) IA of Samsapp, Mapped so can make it easier to created or improve mobile page.
image 448
Information Architecture
Design Process
Use Case
  • User accesses the PKB menu
  • User makes PKB payments until the Payment Process
  • User views Payment Status
  • User Tracks Document Delivery
Task Flow The User Flow for completed the above Use Cases task
image 448
Task Flow
Wireframe
image
Paper Sketch
High Fidelity
Scope
  • User Interface & Experience
  • Prototype
Brand Identity
  • Logo
  • Icon
  • Illustration
  • Color
User Interface & Experience
image
Samsapp - User Interface & Experience
Prototype Click this link to try the 🔗 Open Prototype
image
Samsapp - Mockup
Brand Identity Included the Logo, Icons, Illustration & Colors
image
Logo
image
Icons
image 463
image
image
image
image
image
image
image
Illustration and Sketch
image
Secondary Color Primary Color
Colors
User Testing Goals Usability Testing
Conduct Usability Testing
Usability Testing Report
Goals How might we make Motor Vehicle Tax payments online but still easy, effective and efficient?
Objective To gather feedback and validation the Samsapp design
Sample Size 3 Tester
Usability Testing Report
  • Most users find it easy to use the application, but they are concerned about what they should do if there is an obstacle.
  • Some users need additional information regarding government regulations related to taxation.
  • Because of the different types of vehicles, some users do not know where and how to find the motorbike frame number that must be input into the application.
  • The majority need an option to change the payment method if there is an obstacle.
  • The majority of users feel that the colors used are good and simple, but do not reflect the police.
Iteration Base on key insight above, I will iterate the design and fixed some parts that needed to be improve.
Key Learnings
Challenges faced Learn a lot about the vehicle taxation system and how to make online tax payments, and learn why many people still make offline tax payments due to the lack of information about the online system.
Samsapp Case study about Online Vehicle Tax
mockup
SamsApp, an abbreviation of Samsat App, is a mobile-based Tax Payment application (Pajak Kendaraan Bermotor) or abbreviated (PKB).
Product Mobile App
Contribution Interface Design
Experience Design
Interaction Design
User Research & Testing
Interactive Prototyping
Icon Design
Illustration Design
Timeline Jul 2020
Project
Overview Currently, people, especially Indonesian citizens, who want to make Tax Payments have many concerns if they have to make payments directly to the SAMSAT office due to the current pandemic. However, recently the Indonesian Police Traffic Corps has created a Platform for making Tax Payments Online, but some users still have great difficulty using the platform.
Role & Responsibilities Main role are as Interface design, Experience design, Research, Interaction design, prototyper, Icon and Illustration designs.
Tools and methods used
  • Figma, Adobe Illustrator.
  • Usability testing, Affinity mapping, and Competitive Research.
Problem Statement
What problem were you solving?
  • Users still have great difficulty using the PKB Payment Application to pay their Motor Vehicle Tax.
  • User interface that is less attractive
  • Improve the user experience
Challenge How to make online Motor Vehicle Tax payments easy, effective and efficient.
Research
Research methods Competitive Research
Sample of Competitor
  • Tokopedia eSamsat
  • Bukalapak eSamsat
  • Samsat Online Nasional
  • Sambara App
  • Sakpole App
Competitive Research Tax Payment Process Flow
Flow of Competitor
Competitive Research Feature Comparison
image 462
Feature Comparison
Key insights of Competitive Analysis
Cons
  • 3 out of 5 competitors do not have a Register/Login feature which could potentially provide a loophole for irresponsible parties to steal personal data
  • Only 1 out of 5 competitors has a document delivery tracking feature and cannot customize the delivery address
  • 4 out of 5 competitors can only serve payments for certain areas
  • 3 out of 5 competitors have a visual appearance that pays less attention to the user experience.
Pros
  • 4 out of 5 competitors have payment process and payment status features
  • 2 out of 3 competitors send proof of payment documents to the user's email
Recommendation Flow
image 462
New Flow of Samsapp
Feature Recomendations
  • Availability of field for inputting shipping address
  • Payment documents are sent to email and can be downloaded directly from the application
  • Availability of document delivery tracking feature
  • Can view payment status and history
Concept Model
  • Global Concept Model
  • MVP (Minimum Viable Product) Concept Model
Global Concept Model All recommended features that can be developed in the ultimate version
image
Global Concept Model
MVP (Minimum Viable Product)
Concept Model Main features that have been prioritized for development in the initial version
image
MVP Concept Model
Information Architecture (IA)
 IA of Samsapp, Mapped so can make it easier to created or improve mobile page.
image 448
Information Architecture
Design Process
Use Case
  • User accesses the PKB menu
  • User makes PKB payments until the Payment Process
  • User views Payment Status
  • User Tracks Document Delivery
Task Flow The User Flow for completed the above Use Cases task
image 448
Task Flow
Wireframe
image
Paper Sketch
High Fidelity
Scope
  • User Interface & Experience
  • Prototype
Brand Identity
  • Logo
  • Icon
  • Illustration
  • Color
User Interface & Experience
image
Samsapp - User Interface & Experience
Prototype Click this link to try the 🔗 Open Prototype
image
Samsapp - Mockup
Brand Identity Included the Logo, Icons, Illustration & Colors
image
Logo
image
Icons
image 463
image
image
image
image
image
image
image
Illustration and Sketch
image
Secondary Color Primary Color
Colors
User Testing Goals Usability Testing
Conduct Usability Testing
Usability Testing Report
Goals How might we make Motor Vehicle Tax payments online but still easy, effective and efficient?
Objective To gather feedback and validation the Samsapp design
Sample Size 3 Tester
Usability Testing Report
  • Most users find it easy to use the application, but they are concerned about what they should do if there is an obstacle.
  • Some users need additional information regarding government regulations related to taxation.
  • Because of the different types of vehicles, some users do not know where and how to find the motorbike frame number that must be input into the application.
  • The majority need an option to change the payment method if there is an obstacle.
  • The majority of users feel that the colors used are good and simple, but do not reflect the police.
Iteration Base on key insight above, I will iterate the design and fixed some parts that needed to be improve.
Key Learnings
Challenges faced Learn a lot about the vehicle taxation system and how to make online tax payments, and learn why many people still make offline tax payments due to the lack of information about the online system.
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