Entry
of invoices
Boticário Group
2024/2025
3 months
Fiscal / Stock / Financial
Product Design
context
I was challenged to lead the Discovery of the process to implement incoming invoices in the system used by the franchises.
This routine is essential for inventory control, financial management, and tax obligations. However, it presented a series of problems, including high complexity in the interface, operational difficulties, and a high volume of support tickets (Contact Rate - CR of 34%).
Our goal was to reduce the CR, improve the user experience, and ensure a more intuitive and efficient journey.
problems
Required advanced knowledge of tax terms and tax rules, making it difficult for franchisees to operate.
Required advanced knowledge of tax terms and tax rules, making it difficult for franchisees to operate.
Distinct processes for different types of invoices, leading to inconsistencies.
Many users needed to balance this function with other responsibilities
Confusing layout, generic error messages and low visibility of critical information.
The time for stock and financial updates was high, impacting the operation of the franchises.
Many users reported challenges in understanding the tax processes and operating the system correctly
During our kick-off, we realized that the problem was much larger than just a difficult-to-use system. The users' experience was being compromised by a series of factors that involved not only UX but also product, technology, and a significant amount of training.
complete process
Analysis of existing data
Value proposition
Information and interaction
GA Tagging
To deeply understand each part of the pre-discovered problems, we embarked on a thorough investigation. Divided into 2 stages, one internal and one external, in order not to burden the franchises' time. We spoke with internal stakeholders and users, analyzed data, and mapped the entire workflow in a collaborative approach.
complete process
Main identified categories:
Tax errors and accounting inconsistencies (34%)
Usability issues and system flow (26%)
Failures in integration with other systems (20%)
Questions about CFOP and taxation (10%)
Problems with importing XML files (10%)
Main identified categories:
Tax errors and accounting inconsistencies (34%)
Usability issues and system flow (26%)
Failures in integration with other systems (20%)
Questions about CFOP and taxation (10%)
Problems with importing XML files (10%)
Heuristic analysis of the interface
Alongside the analysis of tickets, I invited other designers to conduct a heuristic evaluation of the current interface, based on Nielsen's heuristics, with the aim of identifying structural issues in the user experience that could be impacting the journey.
Results:
Poorly descriptive error messages: The user could not understand the cause of the problems and how to resolve them.
Lack of system feedback: The response time for NF validation was long, leaving users without clear information.
Confusing layout and cognitive overload: Excess tax information displayed without proper hierarchy, making decision-making difficult.
Qualitative research with users
impacts and gains
Reduction in the execution time of the invoice, improving operational efficiency.
Reduction in the execution time of the invoice, improving operational efficiency.
Reduction in the execution time of the invoice, improving operational efficiency.
Vamos conversar?
Me mande uma mensagem.
Falar com Igor