A2X e-commerce Accounting
2022
A B2B software solution for accountants and bookkeepers to automate their client’s e-commerce accounting accurately.
1
Problem
Users struggled to navigate between client accounts and their shopping channel accounts. The list of accounts had no hierarchy and was confined by a small dropdown list. Many users have hundreds of accounts, which became a pain point to search and switch accounts.
solution
Create an organized list of clients and their shopping channels in an easy-to-view, search, and access, sidebar navigation. Users can always scan to see which client’s account they are on, and easily navigate to the next one.
results
The new design was well-received with minor feedback. The behaviour is faster, snappier, and the time it takes to switch accounts was reduced by 38%, after adding the search field and organizing account names by ecommerce business, alphabetically.
Old dropdown list
New sidebar
2
Problem
The Settlements table is the most used part of the product. Users struggled to find and navigate the filters, understand alerts, and status’, and tasks were very manual and tedious. Users often had to scan and select rows one by one.
solution
Introduce common practices and behaviours that are often used in spreadsheets and other fin-tech products, since that’s what the customers are used to. Add filters to alleviate manual tasks, and make bulk action easily visible and accessible. Introduce a new status system with clear labels and icons that can be used throughout the product.
results
The awareness of the bulk actions increased from 14% to 25%.
The awareness of the filters increased from 4% to 14%.
The usage of the filters increased by 41%
The time to “post” a settlement decreased by 9.5%
Old table
New table
3
Problem
The onboarding process to get set up on A2X was long, confusing, and required hours of customer support handholding. Many users often dropped off during the onboarding steps.
solution
Introduce a streamlined, intuitive UI, that guides the user through all the steps to complete setup, and give them feedback throughout the product experience in case something was disconnected or needs addressing, so that the user knows what they need to do so they can complete their task.
results
The overall number of users who completed steps 1-4 improved by 5%.
The customer support team saves an average of 1 to 2 hours per customer during the onboarding process.
Old onboarding
New onboarding
Design Strategy
Created a comprehensive design strategy documentation for the team, based on the Design Leadership Framework.
This includes founding design principles and internal workflows on strategy, experience, and operations, to better align our teams and create a more cohesive approach to problem solving.
