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Singapore GST Report Customer Research

This project focuses on uncovering the needs and requirements of Singaporean customers regarding GST reports. Through in-depth interviews with five customers and a survey distributed to a broader audience, we gain valuable insights into their current workaround and preferences for handling GST reports. This research insights guide the design of this feature within our system, ensuring it aligns seamlessly with our customers' expectations and workflows.​

Role: Lead UX researcher

Method: In-depth Interview + Survey

Research Type: Exploratory UXR

Company: Oracle

Timeline: 2 months

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Background

In response to the unique financial requirements of businesses in Singapore, we are dedicated to enhancing the localization of our system. This initiative aims to understand how Singaporean businesses currently generate GST reports, identify any gaps or inefficiencies, and determine if there is a demand for a localized GST report feature within our system. By gathering insights and requirements from our users, we intend to offer a tailored solution that aligns with their expectations and Singapore's GST reporting regulations, ultimately streamlining financial operations for businesses in Singapore

Goals

  1. User Needs and Pain Points: Identify and understand the specific needs, pain points, and challenges faced by users when generating GST reports in Singapore. Gain insights into their current practices and areas where they seek improvement.

  2. Localized Feature Demand: Determine whether there is a genuine demand among Singaporean users for a localized GST report feature within our system. Assess the level of interest and ascertain the specific functionalities and design preferences they envision for such a feature.

  3. Enhanced User-Centric Design: Gather user input to inform the design and development of a user-friendly and effective GST report feature tailored to the requirements and expectations of businesses in Singapore. Ensure that the feature aligns seamlessly with user workflows and local regulatory standards.

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Method

In-depth Interview​

  • 5 Interview Sessions 

  • 5 Participants (4 Customers, Singapore headquarters + 1 Customer Support)

  • 45 - 60 Minutes

 

Survey

  • 25 Participants

  • 4 Demographic Questions + 8 Local Report Questions

Insights

  1. Streamlined Tax Code Summaries: To fulfill the Singapore IRAS e-filing system requirements, users find it essential to have summarized numerical data for various tax codes categorized under each section.

  2. Automated GST Form Processing: Customers place high importance on minimizing manual work involved in GST form calculations and filings. This includes the automatic generation of numerical data and the creation of consolidated reports for all subsidiaries, significantly enhancing efficiency and accuracy.

  3. ... (Please contact me for more insights if you are interested in)

Research Impact

Strategical Impact​

Competitive Advantage: By identifying preferences and requirements of Singaporean businesses, we gain a competitive edge in the local market. This strategic alignment enhances our positioning and market relevance.

Stakeholder Collaboration Impact

User-Centric Culture: The project promotes a user-centric culture within the organization by involving various stakeholders in understanding and addressing user feedback. The shared understanding of user needs enhances collaboration, ensuring that product development efforts are guided by user-centric insights.

Product Impact

Feature Optimization: The project's findings inform feature optimization efforts, allowing us to create a localized GST report feature that fulfills user needs and preferences. This results in higher user satisfaction, increased adoption, and ultimately, improved product performance in the Singaporean market.

My Learning

  1. Users often develop their own workarounds to achieve their goals when specific features are lacking. However, their preference is always for an optimized solution that streamlines their tasks.

  2. Interviewing colleagues who closely connected with customers, such as the customer support team, proves to be an efficient and valuable method for gathering user feedback

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