30% less incorret payments for partners
60% faster approval
Designing a tool to manage partner fees and reach payments accuracy
30% less incorret payments for partners
My role
Product Designer
context
Project overview Lead end-to-end design solution based on user insights and business needs.
Duration
6 months
Problem statement
1.8 million eur on incorrect payments/year due to human error!!
Why?
What causes the human mistakes?
I discovered that with:
- User interviews
- 5 Why's exercises
- Problem Tree
- Data analysis
Impact: Root cause of errors identified.
The main cause for incorrect payments are wrong data entry for contract creation due to misleading user experience and icorrect attribution.
PROBLEM impact
130+ tickets to correct payments
To handle issues in the legacy Tool and incorrect contracts
I discovered that with:
- Data analysis
CHALLENGE
Legacy
Dependencies
Lack of integrations
Different personas
How might we...
Improve user experience to avoid incorrect payments
- Data entry for contract creation and management
- Data display for AID attribution
- System feedback
- Automatization of the flow
Goal
Increase correct payments for partners to 99.8%
Who is the user?
Contract user
- Creates, edit and approve contracts
Payment user
- Investigate and correct an error in payments
The solution?
Flag system and visibility of sensitive data
- Fee
- Overlaping dates
- Campaigns
- Attribution
- Validations
Improved readability of data heavy UI
- Timeline view with overlaping cards
- Most important info highlited
New usability patterns
- Redesign the experience, moving away from legacy behaviour
Outcomes
Correct payments reach 99.8% accuracy
From 2 weeks to 1 day to find and correct a payment error [Investigation]
Decreased contract error rate from 23% to 8%
Increase confidence in the new tool from 3.0 to 4.6%
Reduce tickets for dev team from 130 to 0/year
Design process
research > business problem
Takes 9 tools to investigate and correct payments
Long/wrong payment = Partner insatisfaction.
Partner could get paid incorrectly or not even get paid at all.The contract setup is a very sensitive part of the full partner cycle. It is an area that is formed of multiple processes and performed by several teams. Plus there's a huge gap of integration.
I discovered that trought
User interview
User journey mapping
Impact: I identified the problem and aligned the solution with business goals.
research > user problem
User can't read partner fee, attributions and overlaping dates easily to garantee correct payment.
We discovered that trought
User inteviews
designing with users
Ideating with users and prioritizing ideas
1 - Clear visibility od dates overlap
User need: When creating or editing a contract - Garantee there's no overlaps with other contracts at the same period of time.
2 - Creation of a flag system
User need: When creating a contract- Data entry validation to flag errors on contract dates, fee and duplicated Id's before contract is published.
3 - Peer approval system
User need: When publishing a contract - Confidence in the system with right info and validations at approval phase to garantee the contract is correct and without overlaps.
We discovered that trought
How might we exercise
Ideation workshop with PM and team
Prioritization workshop
Ideation workshop with PM and team
Prioritization workshop
Impact:
Collaboration with different groups of stakeholders, presenting the UX Case to leadership.
Validation
I did extensive usability and AB/testing to validate how the solutions proposed solve the problem.
some user tests findings
Users could find the fee and overlaping dates in seconds.
The new UI was a success.
The main user need for the user was to be able to see contracts that overlap dates so they can create and edit with confidence of not creating errors. This was solved by system flag, inline validation and clear visualisation all in one place.
We discovered that and many other insights trought
22h of user tests and interviews validating every iteration
A/B testing
A/B testing
Design decisions, trade-offs
- To move the timeline visualisation to V2 and keep the MVP scope smaller while keeping the user satifiscation and solving the main problem
- To design more data assets than planned to help the user with payment predictions
- My design decisions on unifing the entire tool navigation changed the way users and stakehodler see the tool, reaching a bigger role in the department.
UX Vision
With the discovery and research insights, I could design a full UX vision for this tool, covering all the user needs. The vision is divided into 4 main deliveries for the next 3 years, with indications for more research needed and metrics follow-up.
I also built a design library for internal tooling for later reference.
With this project, I've learned that, as much as the project needs an intense discovery, the delivery needs to meet the team's roadmap. I need to break the deliveries into short milestones so the team can start working sooner.
Lessons learned
The delivery was delayed in a few weeks due to long discovery phase. I learned to wrap outcomes faster.
Reach out to see more about my UX Process for this project.
lia.silvans@gmail.com
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