Accountor Customer Portal

The client provides software and services for financial and HR management SAAS offerings.

I joined as a lead UX designer to investigate the problems in customer experience with the Accountor digital platform and to integrate the fragmented ecosystem of their customer portal.

Empathize

About Client

The client provides software and services for financial and HR management. The group employs more than 2,300 experts across EU countries. Their mission is to help their customers use the possibilities of modern technology and digitalization in their business accounting everyday work.

Problem

Today customers use multiple ways to communicate with accountor services and have different credentials to different services.

This is due to fragmented and low-integrated IT structure
Competitors of the accounting company are developing smooth customer experiences providing stronger brand image
There is a need to digitalisation the current offering of the company and prepare to face the competition in the current challenging environment.

Ideate

Proposed Solution

- Implement a Customer Portal with easy access to the key service

- Including digital sales and marketing channels to be in services with one click

- Simplified IT architecture and production lines, and consolidated internal IT application)

- CIAM solution to offers integration and integrity.

Expected ROI

The customer portal provides a new sales channeI

- Modern tools support retaining customers with the client

- Enhanced customer experience and client’s brand

- Customer portal and streamlined IT enabling new digital service provision with rapid time to market

Process

In order to build an effective service that meets the customer’s expectations, I needed to understand the accounting process, find the current shortfalls in the current system, focus on the micro-services for POC and requirements for each of the planned micro-services. I used the service design methodologies to understand the customer journey and build a service blueprint.

Mapped the customer journey, identified business goals and user goals for the POC, and Identified how the user arrived to the system (Using CIAM)
Identified the onboarding process, onboarding the customer users, user roles, etc., and visualized the user flow.
It was reviewed again with the stakeholders and refined to suit different country-specific requirements. Iteration was done in quick succession.

Research - User Interviews

I interviewed 12 current users of the accounting system. The interview was open-ended and focused on

What are the requirements for using the system currently?
How they are using the system?
Devices they use
Shortfalls of the current system
What they desire out of the system (Wants and needs)
The information they need to sign up process.

Accountor SD Track NotesTaking - Notes t

Research - User Interviews - Affinity notes

User flows

The user flows for Accountor's financial management software are designed to ensure an intuitive and efficient experience for users managing their financial tasks.
Seamless navigation and interconnected workflows allow users to move between tasks like updating records, generating automated reminders, or reviewing overdue payments with minimal effort.
For possible future expansion

Prototype

Wire-framing and Design review

Presented mid-fidelity wireframes and a refined interactive prototype.
Iterative Refinements where made to messages and documents based on user feedback.
Stakeholders approved after final adjustments, including minor branding tweaks and additional export options for financial reports.

Design System for Accountor portal

Design system was created to facilitate consistency, scalability, and efficiency across Accountor's digital solutions. Here's an outline of the design system tailored to projects needs:

Foundation
- Color palette
- Typography
- Fonts
- Spacing, and grids
Components
- Buttons, font elements
- Navigation
- Tables
Icons and illustrations
interactions
- Models, Notifications, and alerts
Accessibility Check
- contrast ratio
- keyboard navigation checks
Documentations and Tokens
- tokens for developers
- component library
Feedback, breakpoints, iterations, and improvements

High fidelity prototype

Dashboard

Use Cases

- Scalable, customizable, and personalizable.

- The dashboard provides a welcome view, provide a general outlook of the

most relevant information for users.

- Provides a modular view that can be customized by the client users.

- It also provides quick links for other essential systems.

- Responsive web user interface, mobile app as progressive web app.

News and announcements

Use case

- Communicate the latest news and announcements to customers.

- Should be able to search news based on keywords

News details page

Documents

Use case

- The user should create his own folder.

- Upload multiple files in one session

- Should see the status

Messages page

Use case

- Track ticket-dependent communication in one place

- Receive and send tickets in one continuous chain

User management

Use case

- Grant and revoke combination of rights to users of the system

Company selection Page

-This view is tailored for Accountor personnel only

High fidelity prototypes

Test

Usability study

The goals of the test are to assess the clarity of interfaces, the ease of completing critical workflows, and the responsiveness of the system in various scenarios, including error handling.

User Test Tasks

Overview Navigation

- Task: Navigate through the dashboard to find the key metrics for the last quarter.
- Goal: Test how users locate and interpret important data at a glance.
Customization
- Task: Customize the dashboard layout by rearranging widgets and saving the configuration.
- Goal: Assess the ease of personalizing the interface to suit user preferences.
Data Interaction
- Task: Click on a graph to view detailed insights about a specific data point.
- Goal: Evaluate the interactivity of the dashboard elements.
Error Handling
- Task: Access a report that doesn’t exist or is restricted. Observe the error message.
- Goal: Check for clear error handling and guidance for the user.

User test results

Task Completion Rate: Number of users who complete each task.
Time on Task: Measure the time users spend on each task.
Error Rate: Record the number of errors users encounter during tasks.
User Satisfaction: Gather feedback using post-test questionnaires.

Some Positive Feedback

"The dashboard is very intuitive. I like how I can see all the key metrics at a glance without having to click through multiple menus."
"The use of visual elements like charts and graphs makes it easy to understand supplier performance at a quick glance."
"Uploading documents was super easy! The drag-and-drop feature worked perfectly, and the status bar was a great touch."

Improvements

Some feedback integrated into the system for subsequent iteration

User feedback - "I uploaded the wrong document by mistake, but there was no option to delete or replace it."
User feedback - "Some filter options are confusing. For example, the ‘Status’ filter should have an explanation of what each category means."