Global Receipt Digitization
Do to contractual obligations, I cannot show any deliverables including final designs for my work done at SAP Concur. Any images you see are publicly available images, personal sketches, reenactments, and mock deliverables for the purpose of telling my story.
Receipts across the world capture transactions and the taxes associated with them in many different ways. Increasingly, governments in many countries want a way to ensure the receipts are valid and not edited or falsified for the purpose of tax fraud.
SAP Concur had an opportunity to create a tool that would centralize, categorize, and operationalize receipt validation and compliance among various different countries in a way that would provide reliable authentication of reported taxes to prevent tax fraud within the expense system. Taking into account the many different government requirements, we were able to organize the requirements into several distinct themes.
I was brought in to design a solution for the end users that worked within the given overall structure and in compliance with government requirements.
During my first days at SAP Concur, I was thrown into a 3-day workshop with the global team, intended to take a deep-dive on the receipt validation feature I was hired to design. During that workshop, I was immediately immersed on the product, culture, and the complex nature of receipt storage, back-end architecture, and technical challenges.
To top this off, I did not have a computer for the first 3 weeks. While most everything you need at work relies heavily on a computer, I utilized all the tools available to me to advance the project expeditiously, including connecting with stakeholders, sketching designs and solutions, and putting pen to paper (literally).
Additionally, there was a lack of upfront user research (other than some preliminary information from the sales team), which made it difficult to really understand the users’ goals. I had to base a lot of my decisions on assumptions that will have to be validated in the future.
My Role and Accomplishments
As the only designer on the project, I took full ownership of the design, research, and review and approval process. I hit the ground running and reached my delivery goals a full month early. During the early phases of the project, I was able to, among other things:
Clearly define the problem;
Uncover the various stringent government requirements;
Identify the technical constraints;
Document and communicate my assumptions, questions, and plan;
Establish the timeline; and
Identify, inform, and consult the appropriate stakeholders.
I ensured continuity for the mobile-to-web and web-to-mobile experience by including the mobile team early on. My work was helped to focus the meetings in the future with fully fleshed out scenarios, screen flows, and prototypes.
There was a huge amount of pressure to get this product to market. The driving force for this came from the sales team, who wanted to obtain a market advantage. After reading through all of the documentation, I discovered a missed opportunity in the KPI’s. Adoption was the only focus, and there was no plan to understand how the product was being used by the end users. This created a potential blind spot and no way to measure the success of the design.
Facing a deadline I acted quickly. I connected with the analytics team manager and created a strategy. I learned more about what data was available and what was not. I provided a document for analytic instrumentation and a plan for future tracking as the data became available.
For the next steps, I plan to present the design to the end-to-end product owner and other stakeholders for buy-in. After deployment, I plan to analyze the data gathered as well as do lightweight remote studies to get a better understanding of the user’s needs and how the feature has affected their behavior. That analysis will provide the basis for future iteration and market expansion into other countries.