Transaction documents analyser to decrease operational cost

Problem and hypothesis

The primary way to view transaction documents (invoices, orders, payment receipts, credit memos, refunds) is an external-tab browser PDF viewer. This provides customers with a basic view of the documents that they reference to what is in the Account & Billing, such as explanation of products, and cross-reference it to other transaction documents. The PDFs are a financial document kept for accounting, and cannot be replaced by a rendered information. While this multi-tab view presents a good setup foundation, we see opportunity to further improve this experience.

We believe that small business owners do not understand the transaction documents without a big picture of their Account & Billing. If we provide an in-product transaction document analyser, their billing comprehension increases resulting in fewer human-involved billing inquiries and reduces operational costs.

Collaboration and my role

I worked with product manager, front-end and back-end engineers on feasible incremental and iterative solutions. I facilitated workshops, proposed solutions, created designs with incremental and iterative releases.

Outcomes for customers and business

Increased findability of Account & Billing features reduced operational costs of handling billing inquiries. Customers were able to self-serve, which improved customer satisfaction. More details about these projects are available on request.