Who are our users?
Users frequently struggle with reconciliation due to the time-consuming nature of fixing missing transactions and entry errors. The repetitive manual work under tight deadlines can be frustrating. They often seek the following:
- Automate mundane tasks while retaining the ability to review
- Prevent missing and erroneous transaction entries
- Ensure the accuracy of their financial records
Streamlined feedback collection
We gathered feedback from events, in-app feedback, direct emails, escalations, and usability calls. To streamline the process, I created a centralized feedback hub in Coda, which helped my product manager and me process and tag the responses efficiently.
Our team closely monitored user challenges and captured their reactions after each release. These insights also surfaced a list of top pain points that informed us of the problems with the product at launch.
Alignment: Five Whys & design studio
With the huge list of pain points, it was difficult for our large team of ten to agree on our top priorities. To address this, I worked with UX researchers to facilitate a Five Whys workshop, which helped us pinpoint and prioritize the core issues. Afterward, I guided the team through a design studio to brainstorm ideas, which were transformed into prototypes for validation.
Our new designs aimed to accomplish the following:
- Reduce the barrier to adoption
- Highlight automations to avoid the perception of manual tasks
- Promote transparency and build trust in the automation
Design validation with usability testing
We conducted 10 usability calls to validate whether our new designs resolved the identified problems. With the full page redesigned, tracking design decisions across features became challenging. I summarized the findings by feature and presented suggested priorities based on user impact and implementation effort.