OnlinePajak: PPh 21 Application

I did this project as a UI/UX designer at OnlinePajak-- a startup that provides an online platform based on ASP (Application Service Provider) on the website, which helps users to carry out taxation activities, from preparing, paying, to filing taxes.

PPh 21 is a web-based application designed for small and medium-sized companies to calculate, pay and report employee income taxes (article PPh 21). This application is an alternative to software made by the government with the same functions.

Why was PPh 21 created?

The software created by the government requires users to download and install the software in their computers. With this software the users can only access their account from the computer where the software is installed. One of other major risks is that if the computer is infected with a virus or is damaged, the data inside the software will be affected.

Government's PPh 21 Software ( Image Source: https://www.online-pajak.com/ )

OnlinePajak offers a solution by creating a web-based application, which allows users to access their accounts from various devices, anytime, anywhere as long as they are connected to the internet. Users don’t need to worry about losing their data because all data is stored in the cloud. In addition, on the OnlinePajak PPh 21 Tax application, users can automatically calculate the amount of tax for each and all employees.

OnlinePajak PPh 21 Application

The Process

1. Empathize and Define Problems

We started the process with collecting data from our customer success team so we understand the general needs and pain points of the employee tax payers.

After some important information was collected, we chose and prioritized the major problems to be solved such as:

- Confusing user flow of the government’s PPh21 software. They are not sure how to use or start using the platform

- They have to calculate the taxes manually

- They need to uninstall and re-install the software every time there is an update

- They risk to lose the data if the computer is in trouble

- They need to go to the tax office to file the tax, which takes so much time

2. Ideate

We discuss with representative teams and stakeholders to generate possible solutions and team’s capabilities.

The ideation process includes at least the CEO, the product team, the development team, the customer success team and the design team.

3. Prototyping

After getting direction from a product owner on the user flow and the app functionalities, I jumped directly to prototyping. The product owner usually had already created some quick and dirty prototypes, then I, as a UX designer reviewed the user flows and the usability of the design.

Quick prototype initially provided by a product owner, then reviewed by a UX designer

Pixel perfect prototype

User flow exercise

4. Test

After the prototype is ready, the next step is testing the complete product with the users. This step is done to provide the insights we need to redefine the original problem statement or to come up with new ideas we hadn't thought of before.

User testing to get useful insights from the users

Since this is an iterative process, the results generated during the testing phase are often used to redefine one or more problems and inform the understanding of the users. This is rarely the end of our product design process.