Case study
Case study
Making advance request journey smoother while strengthening product constraints
Making advance request journey smoother while strengthening product constraints
Making advance request journey smoother while strengthening product constraints
Core feature · User interface · User experience · Ideation
Core feature · User interface · User experience · Ideation
THE CHALLENGE
THE CHALLENGE
Completely redesigned the advance payment request feature to offer a smoother, frictionless experience. Built a new version that adapts to diverse user workflows, improves visibility of key information, and minimizes interruptions.
Completely redesigned the advance payment request feature to offer a smoother, frictionless experience. Built a new version that adapts to diverse user workflows, improves visibility of key information, and minimizes interruptions.
TITLE
CONTENT
BACKGROUND
BACKGROUND
The feature allowing users to request an advance payment on an invoice was developed in the early stages of the product and had not received significant updates since. However, business needs have evolved, necessitating a thorough reassessment of this functionality to better align with current requirements.
A preliminary analysis revealed several friction points affecting operational efficiency and user experience. Key challenges identified included overly complex processes, a lack of clarity in the interface, and functional limitations that hindered adoption and optimal use. As part of this reassessment, new requirements were defined, such as the addition of a new billing document type, integration of new features, the inclusion of mandatory fields, and the addition of new elements, in response to the newly implemented functionalities designed to better meet user needs.
The feature allowing users to request an advance payment on an invoice was developed in the early stages of the product and had not received significant updates since. However, business needs have evolved, necessitating a thorough reassessment of this functionality to better align with current requirements.
A preliminary analysis revealed several friction points affecting operational efficiency and user experience. Key challenges identified included overly complex processes, a lack of clarity in the interface, and functional limitations that hindered adoption and optimal use. As part of this reassessment, new requirements were defined, such as the addition of a new billing document type, integration of new features, the inclusion of mandatory fields, and the addition of new elements, in response to the newly implemented functionalities designed to better meet user needs.
RESEARCH
RESEARCH
To ensure that the redesign was aligned with real user needs, we conducted an in-depth research phase using a combination of qualitative and exploratory approaches:
1. User interviews
We spoke directly with end users to understand how they interacted with the existing feature, uncover pain points, and identify expectations.
Collaboration with the Customer Success Team (CSM)
Since our CSMs engage with users daily, they provided valuable insights into recurring issues and common feature requests.
Internal exploration
We used the existing functionality ourselves to identify its limitations in real-world conditions.
To ensure that the redesign was aligned with real user needs, we conducted an in-depth research phase using a combination of qualitative and exploratory approaches:
User interviews
We spoke directly with end users to understand how they interacted with the existing feature, uncover pain points, and identify expectations.
Collaboration with the Customer Success Team (CSM)
Since our CSMs engage with users daily, they provided valuable insights into recurring issues and common feature requests.
Internal exploration
We used the existing functionality ourselves to identify its limitations in real-world conditions.
LEARNING
LEARNING
The research revealed several key pain points that were negatively impacting the user experience and overall efficiency of the advance payment request feature:
Diverse user needs and workflows
Users had varying needs and workflows depending on their internal processes and business requirements. The existing feature did not accommodate these differences, forcing users into a rigid, one-size-fits-all approach that did not align with their specific use cases.
Lack of visibility at critical moments
Important information was not surfaced at the right time, leading to confusion and inefficiencies. Users often had to navigate away from the process or seek additional clarification, slowing down their workflow and increasing frustration.
Restrictive and disruptive flow
The feature required users to complete a series of mandatory actions before they could even start an advance payment request. If any of these prerequisite steps were overlooked, users had to exit the process, complete the missing actions, and restart from the beginning—causing unnecessary friction and frustration.
These findings highlighted the need for a more flexible, transparent, and user-friendly approach in the V2 redesign, ensuring that the experience adapted to different workflows, provided timely information, and minimized unnecessary interruptions.
The research revealed several key pain points that were negatively impacting the user experience and overall efficiency of the advance payment request feature:
Diverse user needs and workflows
Users had varying needs and workflows depending on their internal processes and business requirements. The existing feature did not accommodate these differences, forcing users into a rigid, one-size-fits-all approach that did not align with their specific use cases.
Lack of visibility at critical moments
Important information was not surfaced at the right time, leading to confusion and inefficiencies. Users often had to navigate away from the process or seek additional clarification, slowing down their workflow and increasing frustration.
Restrictive and disruptive flow
The feature required users to complete a series of mandatory actions before they could even start an advance payment request. If any of these prerequisite steps were overlooked, users had to exit the process, complete the missing actions, and restart from the beginning—causing unnecessary friction and frustration.
These findings highlighted the need for a more flexible, transparent, and user-friendly approach in the V2 redesign, ensuring that the experience adapted to different workflows, provided timely information, and minimized unnecessary interruptions.
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CONTENT
DEFINING THE SOLUTION
Explored multiple solutions while considering both user needs and technical constraints to ensure an optimal and scalable outcome. The final solution was designed to streamline the user journey, reduce errors, and increase the overall efficiency of the process.
Integration of mandatory resource creation
We incorporated the creation of necessary resources directly within the flow to avoid unnecessary steps and ensure that users can proceed without having to navigate away from the process.
Early verification steps
To prevent mistakes and unnecessary actions, we added verification checkpoints at the beginning of the flow. This proactive approach allows users to confirm their inputs early on.
Enhanced resource information display
We improved the visibility of critical information related to resources throughout the flow.
Persistent invoice visibility
We ensured the invoice, as the source of truth, was visible throughout the flow. This helped maintain clarity and ensured users always had easy access to the most up-to-date information about the request they were processing, reducing potential for confusion or errors.
Explored multiple solutions while considering both user needs and technical constraints to ensure an optimal and scalable outcome. The final solution was designed to streamline the user journey, reduce errors, and increase the overall efficiency of the process.
Integration of mandatory resource creation
We incorporated the creation of necessary resources directly within the flow to avoid unnecessary steps and ensure that users can proceed without having to navigate away from the process.
Early verification steps
To prevent mistakes and unnecessary actions, we added verification checkpoints at the beginning of the flow. This proactive approach allows users to confirm their inputs early on.
Enhanced resource information display
We improved the visibility of critical information related to resources throughout the flow.
Persistent invoice visibility
We ensured the invoice, as the source of truth, was visible throughout the flow. This helped maintain clarity and ensured users always had easy access to the most up-to-date information about the request they were processing, reducing potential for confusion or errors.
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CONTENT
IMPACTS
Reduction in bounce rate
The redesigned flow led to fewer users dropping off at key steps. Improved clarity and smoother navigation helped users complete their journey with more confidence and less friction.
Fast, frictionless adoption of the new experience
The new flow was quickly adopted without the need for onboarding, training, or documentation. This rapid uptake demonstrated the interface’s intuitive structure and alignment with user expectations.
drop in support requests
Support tickets related to this area of the product decreased substantially, indicating clearer guidance, fewer usability issues, and an overall more self-sufficient user experience.
Stronger support for Sales and buyer reassurance
The improved flow became a powerful asset in product demos. It showcases clarity and reliability UX, making the product easier to sell and more reassuring for prospects during the evaluation phase.
Previously API-only features now accessible via the UI
Functionality that was once limited to API users is now available directly within the interface. This unlocks product value for non-technical users and reduces reliance on internal development resources for setup or configuration.
Explored multiple solutions while considering both user needs and technical constraints to ensure an optimal and scalable outcome. The final solution was designed to streamline the user journey, reduce errors, and increase the overall efficiency of the process.
Integration of mandatory resource creation
We incorporated the creation of necessary resources directly within the flow to avoid unnecessary steps and ensure that users can proceed without having to navigate away from the process.
Early verification steps
To prevent mistakes and unnecessary actions, we added verification checkpoints at the beginning of the flow. This proactive approach allows users to confirm their inputs early on.
Enhanced resource information display
We improved the visibility of critical information related to resources throughout the flow.
Persistent invoice visibility
We ensured the invoice, as the source of truth, was visible throughout the flow. This helped maintain clarity and ensured users always had easy access to the most up-to-date information about the request they were processing, reducing potential for confusion or errors.
OVERVIEW
Define the billing document type being used and confirm its existence in Aria's database.
Define the billing document type being used and confirm its existence in Aria's database.
Define and associate the debtor directly with the corresponding invoice.
Define and associate the debtor directly with the corresponding invoice.
Define and associate the debtor directly with the corresponding invoice.
Integrate the creation of debtor resources directly into the flow.
Integrate the creation of debtor resources directly into the flow.
Integrate the creation of debtor resources directly into the flow.
For security and preventive reasons, we require the creation of a credit limit for each debtor before processing any request.
For security and preventive reasons, we require the creation of a credit limit for each debtor before processing any request.
Display the debtor's credit limit status and the remaining available amount in real-time.
Display the debtor's credit limit status and the remaining available amount in real-time.
Display the debtor's credit limit status and the remaining available amount in real-time.
Create the billing document with all the required information, ensuring that all relevant details are filled in correctly.
Create the billing document with all the required information, ensuring that all relevant details are filled in correctly.
Create the billing document with all the required information, ensuring that all relevant details are filled in correctly.
Create the advance request by defining the supplier who will receive the advance, along with all essential information related to the transaction.
Create the advance request by defining the supplier who will receive the advance, along with all essential information related to the transaction.
Create the advance request by defining the supplier who will receive the advance, along with all essential information related to the transaction.
Provide an instant decision on the new advance request, enabling real-time approval or rejection based on predefined criteria.
Provide an instant decision on the new advance request, enabling real-time approval or rejection based on predefined criteria.
Provide an instant decision on the new advance request, enabling real-time approval or rejection based on predefined criteria.