FIORE PIZZA
FIORE PIZZA
FIORE PIZZA
Overview
Divvy provides spend management solutions to small business owners. They offer both a credit card and free expense management software to help companies manage their expenses.
The Problem
Company expense policies require receipts. The faster someone uploads a receipt, the faster accountants can close their books. The problem is receipt uploading is tedious and can take lots of time. Finding quicker ways to upload receipts helps solve a big pain point for our users that have to receipts.
Making this process easier also helps reach Divvy's business outcomes of capturing more spend. Divvy makes money off each card swipe so when we make the expense management process easier, more companies use their Divvy cards.
User research
To discover possible solutions we started talking with users about uploading receipts. What was hard about the process? Where we the pain points? As we started talking with people we started seeing common patterns emerging. We saw two main user types and they had common pain points.
1-Basic spender
This was the person who just made the purchase and needed to upload the receipt. Their pain point could be capture as "This is a hoop I have to jump through, just make it happen for me.”
2-The bookkeeper
This was the person reviewing the transactions and making sure their receipt was there. For them, it was time consuming on their end to keep pestering people to upload their receipts.
Defining the problem to solve
During our research, we kept hearing that how hard it was to upload digital receipts. You could upload physical receipts pretty easy by taking pictures of them from the Divvy app, but there wasn't a good way to upload digital receipts. Plus people were getting lots more digital receipts as being in the middle of COVID 19.
When we asked people what they were doing right now to get digital receipts uploaded and we found out lots of people were taking screenshots or taking pictures of digital receipts if they were on their work computer.
Another issue that got brought up a lot was around automation. Lots of our competitors had the ability to forward your receipts from your email and the software would automatically match it for you.
Outcomes and metrics
Here were the customer outcomes we wanted to influence:
01
Spenders spend less time managing and uploading receipts
02
Bookkeepers spend less time hunting down incomplete transactions
03
Bookkeepers spend more time focused on red flag transactions
In order to hit those outcomes, we also set more specific metrics to know if we were successful. If we weren't we could go back, iterate and make some adjustments. They were:
1. Increase completed transactions
Making receipts easier to upload should increase the number of completed transactions
2. Increase number of emailed receipts
Measure adoption rate of this feature to ensure it is easy to use.
3. Decrease time to upload receipt
This will be a key indicator if we are making receipts easier to upload.
Desktop solutions
One of the obvious thing for our desktop user was how many clicks it took them to upload a receipt. It was a very manual process and hard to use. The first solution we looked at was working on a drag and drop feature. This would reduce the number of clicks and was a pretty basic feature most people were expecting.
This component wasn't in our design system so I worked with our design system team to see if it could be utilized in other areas of the product. The answer was yes so I designed some components that could scale across the different use cases on the website. Then one of the Frontend Engineers added it to the design system.
Measuring results
After we launched the drag and drop feature, we looked at usage to see if it was being adopted.
We saw some good data indicating the features was being used. We could also see the average days until a receipt was attached down to 5.4 days.
Mobile solutions
We knew uploading digital receipts was especially hard. Users were either downloading the receipt then manually uploading it or they would take a screenshot or a couple of screenshots if the receipt was really long. One thing we thought we could utilize was the "Share" functionality in iOS and Android. This would save lots of time. Here's what it looked like.
Emailed receipts
This is the feature our users were clamoring for. We knew it would take lots of effort in using OCR technology to match the transaction, but we knew it would be very valuable. At first, we were considering putting a dedicated place in our software where you could see all your matched and unmatched receipts.
Early wireframe concept of the Receipt Inbox
Iterating
We wanted to get something valuable out so we thought we'll just have people email receipts in and then we will use emails and push notifications to let you know if something is successful or not. If it wasn't successful, then we would guide you through attaching it to the right transaction with the flow we built with sharing receipts into Divvy.
Success email
Fail email
Our first approach was a standard email that gave people feedback, but we decided for V2 we would also send a push notification to the user's phone and let them know if it was successfully matched or not. It was unmatched then they could quickly rematch it.
Our Product Marketing Manager who had a great idea to add illustrations and make it a more delightful email. Instead of being told that couldn't be matched, the team created a story about robots not being able to match your receipts. Our in-house illustrator came up with some great illustrations and I thew them in some email templates. It was a super fun collaborative process and really enhanced the feature.
Usability Testing
The biggest thing I wanted to test in when a receipt failed. I wanted to make sure that the follow-up flows made sense to the user. We did some more usability testing here and found for the most part the flows made sense and were easy to use. We adjusted some copy that felt a little confusing, but for the most part, the flow and interaction design made sense.
Outcomes
Emailed receipts was ambitious project and I was glad to see good results come out of it. Customers were pretty excited with the feature. Here's a positive positive NPS score we received about the feature.
New NPS Rating: 10
"I love that receipts can be emailed and they automatically get matched to the purchase. Overall, using Divvy has saved me so much time and I love it! I'm so happy that my workplace made the switch over to Divvy."
It was also cool to get a cool shoutout in the products earning call about this feature.
"Continuing on the topic on innovation, we recently launched a host of improvements to our Divvy solution, designed to give customers an end-to-end view of expense management. Now employees of spending businesses can email a receipt, which gets auto matched to the card transaction to better categorization."
- René Lacerte, CEO of Bill.com
A research group conducted a survey with enterprise professionals in charge of corporate cards and found this:
Market Research
"Divvy features have significantly accelerated since Bill.com acquisition... they will have a feature where you can send receipts to an email address and they will assign that receipt to the transaction. Bill.com gave funding for these feature requests so we are very high on the recent acquisition."
Overall, I was glad to be apart of a feature that had a great impact. I worked with an awesome team of developers and a great Product Manager that steered us on the right direction in delivering great results. It was a huge collaboration and team effort and I was glad to be part of it.