Team

Duration

My role

2 Product designers, 2 Product managers, 4 Engineers

4 months

• Interview with customers;

• Mapping the customer journey;

• Heuristic analysis of old platform screens

• Analysis of current experience UI maintaining the design system standard and creating new necessary components;

• Usability testing of new flows;

• Construction of the UI;

• Handoff for developers.

Context

With a new product strategy, focusing on the corporate card, and using the platform as a base, came the need to redesign the accountability and refund request experience for desktop and mobile application.

About Flash

The Challenge

Flash Expense is a product within the Flash ecosystem of corporate expenses, focused on requesting reimbursement from employees to the company, and providing an expense account with the corporate card. The corporate card is one of the company's main products, having grown 11x in 2023.

The process

Discover

In total there were 20 interviews of which: 10 users with administrator profile 10 users with a employee profile.

Talking to customers, it was possible to notice different flows of accountability, from the usual one, which would be the employee making the purchase, reporting it, sending it to the approver, and the finance person reviewing it.

In some companies, administrators receive accounts from employees, and then report to the accounting department, in others, the finance team itself is responsible in place of employees, with the delegation functionality.

Findings

• Those who use a card do not usually use the refund request;

• The opinion regarding whether or not to have a report is not unanimous, but what users mainly want for finance is to have something that groups expenses;

• The moment of reporting varies greatly per person, and depending on the company requests;

• Preferably, it is requested that this be done as soon as possible, as it ends up piling up at the end of the month, and there is a risk of losing receipts;

• Most users use the desktop application on a daily basis;

• The main use of the cards is for food, transport and supply expenses;

• Monitoring is generally only done at the end of the month, where it is checked whether the information on the invoice matches what is on the form, and especially whether the expense is on the receipt.

Qualitative research

For me, it organizes things, anyway, we do cost center calculations, for me having the expense report is good so I can have an idea of ​​how much I invested in that client to work on that sale. But if there wasn't a report, in terms of convenience it would be paradise, but I know that the company needs to have an invoice.

Quantitative research

Total of 103 respondents | 63% use the corporate expenses from Flash

Benchmarking

Journey mapping

From the interviews, a mapping of the journey was made as it happens in companies, and as it happens in companies, bringing more clarity about the pains and opportunities that could be worked on

15 analogous market players were analyzed among other interface references, both for web and mobile

Card accounting

Reimbursement

Pain points

Opportunities

Reimbursement and card expenses share the same page and don't have differenciation;

Employees don't like to put expenses on reports, but for finance it helps to organize.

Distincts areas for card expenses and reimbursement;

New reports experience: tags to categorize expenses;

Pain points

Opportunities

The reimburse is made outside the platform. At Flash, you can only mark as reimbursed;

Reimbursement happening directly at the employee card;

Expenses status cause doubts about what step you are in.

Revision of expenses status.

When asked how they would evaluate their current accounting experience, the average score was 3.7

Pain points

Card accounting

Insert the expense into a report;

Long time to the transaction be approved for the card operator;

Expense automatically marked as duplicated by mistake.

Positive points

Ease adding a receipt into a expense;

Make an accounting everywhere with the app;

Practicality of the information that is already filled in on the card.

It's not clear the obligation to insert and expense into a report

There's a lack of understanding the use of a report

Hypothesis

Reimbursement

Device: There was no significant difference between the preference of reporting devices. The main device is the application (45%) followed by the computer (42%).

Pain points

• Users mainly send a report once a week (42%) followed by once a month (28%).

  • That means that some users use a report for a specific event, and others for agrupping a whole period.

We wanted to understand the opinion of those who use Flash for refund requests, and those who do not use it, whether they use Flash, where it is requested. 72% of respondents do not use the Flash refund solution.

Positive points

The main method of this is the request by email, sending the receipt.

When asked how they would evaluate their current accounting experience, the average score was 3.6

Use of report

Report is highlighted both as a point of pain among detractors, as a point that promotes ease in promoters. This point also appears in the pain of card billing, showing that the report generates a divided relationship between people

Findings

Use of report

Completing information

System instability

The platform does not offer the ideal view for monitoring financial expenses, users download reports to do accounting.

Improve the accounting area.

Findings

Players that have both reimbursement and card transactions have different sections for each one;

Only one player uses reports to aggroup expenses;

The information about what the finance person needs to do is very clear on the interface

We were unable to have a sufficient number of conversations with customers who use the refund solution, so we started quantitative research, and also took the opportunity to further support the responses regarding card usage.

"

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About reports

Define

Creation of a better experience on the current platform for administrator and collaborator profiles in the flows. of acconting of card expenses and reimbursement.

The complete corporate card experience was developed and analyzed, from recharging, but here we will focus on spending, which is where I worked.

Develop

Wireframes

Deliver

Employee profile

Finance profile

Employee profile

Finance profile

Improvements

Corporate card statement

• New reports experience: tags to categorize expenses;

• Section focused on pending expenses to review;

• Status revision, and a new status: "in review" - a status where finance can send back the expense to employee without needing to reprove;

• Follow up of the status

• More linear experience.

Reimbursement

• Insertion of card information to help before the approve from finance;

• Expenses groupped by people;

• Possibility to notify a person if needed approval.

Improvements

Before

After

Before

After

Improvements

• Specific page for reimbursement;

• Follow up from the status

• Easy filters to check out open or closed reimburses.