Invoice Management Redesign
Improving payment collection and reducing disputes for logistics businesses
Overview
At Container xChange, invoicing was a pain point for logistics businesses, leading to 38% of invoices being disputed, delayed payments, and inefficient tracking. The previous system lacked clarity, causing 27% of users to rely on customer support for issue resolution.
Finance teams struggled with tracking unpaid invoices, resolving disputes, and ensuring timely payments, leading to cash flow issues and operational inefficiencies.
Goal
The objective was to simplify and streamline invoice management, making it faster, more transparent, and less prone to errors. By improving payment tracking, reducing disputes, and automating key processes, we aimed to increase payment collections, improve financial visibility, and reduce reliance on customer support.
Scope
User research & interviews, wireframes & prototypes, invoice dashboard UI design, advanced search & filters, user testing & validation, implementation support.
Team
Sector
Container Logistics
Duration
6 months
Impact & Key Metrics
To measure success, we focused on key financial and operational metrics. The redesign led to higher payment collections, fewer disputes, and a more efficient invoicing process, directly improving business performance.
24%
increase in payment collections, improving cash flow for businesses
45%
reduction in invoicing disputes, decreasing support requests by 30%
38%
faster invoice generation, reducing processing time from 3 minutes to 1.8 minutes
The Solution
Our approach was designed to remove hindrances in the billing process by streamlining operations, enhancing tracking transparency, and automating frequent mistakes. The updated layout offered a more organized and user-friendly journey for accounting departments.
Simplified Invoice Creation
Reduced manual input fields by 50%, cutting error rates.
Improved Payment Tracking
Clearer status indicators for paid, pending, and overdue invoices, reducing confusion for 87% of users in testing.
Enhanced Invoice Discovery
Added advanced filters and search options, increasing invoice discoverability by 28%.
Better UX for Dispute Resolution
Added contextual transaction details, reducing resolution time from 5 days to 3.2 days on average.
Process & Approach
To ensure the redesign was effective, we followed a structured research-driven, iterative design process. This allowed us to deeply understand user needs, validate solutions, and collaborate closely with engineering for a seamless rollout.
Research & Discovery
Before designing, we needed to understand pain points and business needs. Our research phase included:
18 user interviews with SMB owners and finance teams to uncover usability issues.
Analysis of 1,500+ support tickets, identifying dispute-related patterns.
Competitive research benchmarking invoicing UX across 6 fintech platforms.
Design & Iteration
With insights in hand, we prototyped and tested multiple solutions to ensure usability and efficiency.
Developed 3 low-fidelity prototypes, testing with 12 users to validate core workflows.
Iterated UI layouts and interactions based on 4 rounds of usability testing.
Worked with engineers to refine backend logic, reducing API errors by 19%.
Implementation & Rollout
To drive adoption, we implemented a phased rollout approach, ensuring a smooth transition for users.
Launched an MVP version to 20% of users, gathering early feedback.
Created in-product tooltips & a help center guide, reducing onboarding time by 42%.
Monitored 2 months of post-launch data, iterating based on user behavior insights.
Challenges & Learnings
While the redesign was successful, it came with challenges. Ensuring compliance, driving user adoption, and handling complex financial data required strategic problem-solving.
Balancing simplicity with compliance
Ensuring legal invoicing requirements while keeping the UX intuitive.
Encouraging user adoption
Educating existing users on the benefits of the new system, increasing voluntary adoption to 73% in 3 months.
Handling complex financial data
Restructuring invoice details to reduce information overload by 35%, making data more digestible for non-finance users.
Final Implementation
The redesigned invoice management system significantly improved financial workflows, leading to faster payments, fewer disputes, and improved user satisfaction. Businesses could now manage invoicing with greater efficiency, reducing reliance on manual work and support teams.
Established a feedback loop with finance teams, continuously refining features based on user insights.Analysis of 1,500+ support tickets, identifying dispute-related patterns.
Integrated automated reporting tools, providing businesses with more control over their financial health.
Developed a scalable design framework, enabling future expansions without breaking consistency.
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