Alina

UX Designer

Link4

Link4 provides e-Invoicing delivery solutions which means securely delivering invoices from one cloud-based accounting software directly to the other. It is an efficient and automated process that works in real-time, increasing cash-flow for a company via reducing the invoice generation-to-payment process.

50% of the users don't complete the onboarding process ending up not using this service

The main problem for this case

Objectives

Enhance the customer journey of the onboarding process.
Make the navigation through this process easier, clearer, therefore eliminating any trigger of confusion.
Make the flow more interactive and as customer friendly as it can be.This is your heading

Responsibilities

Research | Workshop | Prototype | Homepage design advice

Timeframe

2 weeks

Research

Desktop research

Competitor analysis
SaaS customer onboarding guidelines
Customer review analysis
Discovery testing

8 1:1 interviews

2 Surveys

8 User-testing current process

Outcomes

100%

Using their accounting software to create invoices

92%

Working or owning a business with 0 to 25 employees

75%

Using XERO as the only accounting software

0%

Heard about Link4

Needs

Easy to learn and use
Automation of reminders for the customers
Connection/integration with various range of accounting software
Don't want to pay too much money for a similar service

Challenges

Many people still use paper/pdf invoices
getting clients to pay on time
Concern of mistake on invoice management

Existing process

Homepage: "I still don't know what the product is"
"Before I even enter the information in fields, I get an error message"
"I'd like to know how many steps are left"
Would've been nice to be notified before hand of the needed documents"

Quotes survey

"frustrating when there's no tutorials or help in the software for new users"
"Takes too long to set up"
"Software was too difficult to use"
"Biggest must for software would be simplicity, easy to use and straightforwardness"

Persona & Journey

Ideation

Current User Flow

New User Flow

Ideation process

How Might We
Crazy 8s
MVP

Prototypes
Low Mid High Fidelity

100%

Flow of the website is confusing

83%

Too much information on the page

50%

Sign up process is too long

Reduced the number of steps it takes to sign up and refine user flow

Improved on the placement and design of website features

Edited website copy to be clear and direct and simple

Redesigned the dashboard layout for a better flow

Final product

In the end I decided to use a hero image on the homepage that shows the product on different devices. This is currently already been implemented in the new design of Link4. What is achieved in the end of this project: