intro & Goal
Invoice Manager is an added service provided to Wells Fargo business clients for the management of invoices and payment processing of outside vendors and suppliers. Because of outdated technology and a lack of integration with current accounting software the experience for both business clients and their vendors was frustrating one. This frustration led users to consistently call Well Fargo’s help center to solve simple transactions that should be completed without help.
Most corporations use independent systems to manage invoices and process payments, not usually provided by their banks. The inability for a self-service system like Invoice Manager to ensure a frustration-free experience for users represents a significant added expense for Wells Fargo. By reimagining the process, user flows, and design we aim to solve both online and offline challenges.
research
In order to gather the most useful information we identified the types of companies and users that created the highest volume of transactions and call centers calls. We conducted interviews and surveys that provided us the necessary insights to develop user personas that would better represent the users currently on the application, as well as the potential users the application might have.
The persona development process rendered three types of users that regardless of industry, technical ability and job function presented similar pain points when using Invoice Manager. The users that presented the most frustration with the system where those on the Account Payables and the Vendor side of the transactions.
Key paint points to tackle:
Accounts Payable
- Non automated process for vendor registration into the Invoice Manager system.
- Unable to verify vendors information and pending invoice data in one integrated solution.
- Manual input of all information.
Vendor
- Duplication of invoice processing.
- Lack of integration with current accounting systems.
- Inability to obtain payment information from vendor seamlessly.
- Depends of customer service for system support.
We believe that freelancers and contractors have a problem with the invoice processing tool we offer. We can help them by simplifying the interface and adding integration to popular accounting systems. we’ll know we are right if we are able to reduce the calls to customer service from non-clients by 40%.
Process and Experience
We identified 3 uses cases that would allow us to tackle the most useful functionality for the first phase of the redesign. Our main goal was to enable users to Register, Submit an Invoice and Request a Purchasing Order. These features represented 85% of the issues users complaint about during the research phase.
design Frames
This new design approach hides all the information pertaining the different types of users and manages that on the backend.
As a new user register we walk them through the process of entering all the information neccesary to have a working account up and running the moment they finish creating the profile.
Administrators would have the ability to identify the type of individual or organization they are working with. The forms will dinamically change depending on the administrator's choices. Shown are the forms when working with a company and not an individual.
Payment information is requested at first login to make sure that any verifications that need to be made can get stated.
Once the user is done with registration we allow them to enter to their account.
In addition to email confirmations we are giving users an overview of the status of their invoices. In the dashboard users can connect their invoicing systems to upload into Invoice Manager as well as manual invoices created directly in the system.