Team
Courtney Hellums — Visual Designer Tvisha Nasit - Senior UX Designer Kevin Toy - Senior UX Researcher Mark Rudd - Senior UX Designer Charles Hasting - UX Content
Role
Senior UX Design Lead | Prototype | Interaction design
Practises
Lean UX | Agile methodology | Stanford d.school Design Thinking process model | SAFe Agile
Outcome
The product team came to a conclusion that our user centric design was way better solution from what was proposed but at the moment could not fund a full solution and are building and MVP through SAFe Agile methodology.
Project Overview
OUR TASK

Currently, our customers go through a dated and time consuming process to receive, sign, and send their contracts.

This project was to establish a central robust customer contract repository for    storage and retrieval of executed contracts. In turn, the data will be searchable, retrievable and reportable by users and processes 24/7. Such functionality will eliminate the need for contracts to be stored as ‘dumb’, scanned images.

DESIGN PROCESS
RESEARCH

We followed standard protocol of user research and analysis — we conducted more than 5 users interviewed in one-on-one remote sessions. All sessions lasted 60-minutes in length and all sessions were digitally recorded

Majority of participants were Billing users, feedback from other types of users is necessary to understand full scope of user interactions with contracts

The study primarily focused on managing contracts post execution, with limited insight into contract approval process.

Top findings from the one-on-one interview were:

  1. Security is a top priority for users if contract data is made available online.

  2. Users want to be able to easily associate contracts with account numbers.

  3. Users organize and label contract documents by relevant keywords specific to the subject of the contract (e.g. by product/service, topic of addendum, location, etc.)

  4. Priority contract data for users include:

    – Rates (pricing schedules)

    – Start and end dates

    – Specific terms (early termination fee, one-time charges & waivers, MARC, etc.)

  5. Access to historical contract documents is useful for users, primarily the most recently expired contract.

  6. Ability to easily export contract data (specifically rates) would be useful as many customers have their own internal system to keep track of contracted rates.

PERSONA 1

Daphne

Billing Analyst
Paypal

“I find the needle in the haystack. I have an uncanny ability to find incorrect billing. I get a big kick when I find billing errors.”

Responsibility:

Ensure billing is contract compliant and catch billing errors. Also she helps to decipher bills and organize details to feed into the company’s overall financial planning.

She also helps in optimizing billing account structure and seek cost savings.

Needs/Challenges

  1. Wants more historical data and greater detail on charges (not just summary data).

  2. Interested in the ability to view billing/charges of previous months (looking for variance).

  3. Needs the ability to search by service details (i.e. Circuit IP, location, etc.).

  4. Struggles with inconsistent naming conventions of data elements across service, reports, invoices (e.g. “Aggregator ID”).

PAIN POINTS

Daphne

Billing Analyst
Paypal

Finding contract information

  • Most often looking for rates for specific services.
  • Especially having to find the discounted rate by percentage off tariff (requiring reference to the service guide).

Lengthy contract approval process

  • Several users noted that the contract needs to go through several individuals (sometimes across departments) for approval, the document “sitting on someone’s desk” waiting for approval is a common occurrence.

Notification of expiring contracts

  • Oftentimes customers are not notified when a contract is expiring. If a contract expires unintentionally their rates will go up unexpectedly on the next month’s bill.

PERSONA 2

Vinyr

Sales representative
AT&T

” Of course as you know contracts are often very, very time sensitive, and so it’s the wait that kind of drives you crazy if you will, waiting on a contract to be approved. And also the ability to look and see where the document is within the approval process.

Responsibility:

Manages contract relationship between the client and AT&T. Follows up on contract needs and details. Also ensures that the client has all the information needed to approve the contract.

She also helps in optimizing billing account structure and seek cost savings.

Needs/Challenges

  1. Robust Search functionality

    – Majority of users noted it would be extremely helpful to be able to search for contracts by inputting the account number

    – Users noted they would want to be able to search by specific keywords (e.g. location, circuit ID, equipment type, etc.)

    – Focus on Rate Tables & Terms & Conditions

  2. Clear Organization of Data

    – Priority data easily accessible

    – Quick access to service rate guides

    – Clear labelling of contracts

USE CASE

So, we conducted our first design studio with the following user task in mind:

“As a Billing Analyst for Paypal i will like to sign my pending contracts, but also view, retrieve, and organize executed contracts in a centralized location. “

PROBLEM 1

To view and organize this documentation properly, our clients must endure the daunting task of sorting through local PDF storage solutions, email accounts, and endless files of printed contracts.

SOLUTION 1
  • Design an eSign portal that will allow users to not only sign pending contracts, but also view, retrieve, and organize executed contracts in a centralized location.
CURRENT USER FLOW
NEW USER FLOW
SKETCH & WHITEBOARD
FINAL WIREFRAME

LOGIN WIREFRAME

LANDING PAGE

SINGLE CONTRACT WIREFRAME

CONTRACT LIST WIREFRAME

CONCLUSION

Before

After

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