Entry
of invoices
Boticário Group
2024/2025
3 months
Fiscal / Stock / Financial
Product Design
context
"The auditor is difficult and laborious"
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.
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
Discover
Analysis of existing data
Interview
Blueprint as is
Heuristic Evaluation
Define
Value proposition
Map
of possibilities
User stories
Blueprint to be
Phasing for delivery
Developer
Information and interaction
Collaborative prototyping
Design Critique
Usability test
Deliver
GA Tagging
Handoff
Design Review
discovery process
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.
Call analysis
To understand the extent of the problems faced, I collected a history of support tickets related to the topic and applied an AI model to process and categorize the tickets into large thematic groups, which allowed us to prioritize recurring issues and direct qualitative investigations.
61% were operational doubts
suggesting a lack of clarity in the interface and the system flow.
39% were complaints of failures or errors in the system
indicating technical and integration issues.
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
To complement the quantitative findings, we conducted in-depth interviews and focus groups with franchisees of different profiles. The aim was to understand the operational reality and the challenges faced on a daily basis when dealing with the implementation of invoices.
Process: Selection of participants based on the criteria of frequency of calls and diversity of regions. Application of semi-structured interviews to map behaviors, difficulties, and strategies used by the users. Objective: Validate hypotheses raised in the analysis of calls and in the heuristic evaluation.
Results:
Users reported a lack of knowledge about tax rules, leading to fear of making mistakes.
Many relied on physical notebooks or their own spreadsheets to organize information that the system did not present clearly.
The average time for processing an invoice was considered high due to excessive requirements and a confusing interface.
After understanding both internally and externally, we conducted analysis dynamics of all the data collected through triangulation. We also used Atomic UX Research to generate opportunities based on the facts and insights.
definition process
Based on the insights obtained, we consolidated the problems and defined the main drivers of the solution. And with the creation of an impact and effort matrix, we categorized the challenges into:
Correction of critical errors: Urgent adjustments to reduce calls and inconsistencies.
Improvement in usability: Redesign of the interface to make it more intuitive.
Automation of processes: Implementation of automatic suggestions for filling out tax information.
We also created personas to represent the main types of users of the tool, ensuring that the solutions took their needs and difficulties into account.
ideation/development process
Ideation workshops
Sessions with stakeholders and technology teams to conceive solutions.
Wireframes and prototypes
Creation of enhanced workflows and interactive prototypes to validate solutions.
User testing
Evaluation of the new flows with franchisees to ensure adherence and usability
solution
New journey for entering purchase invoices
Web
B2B
SaaS
impacts and gains
Reduction in the execution time of the invoice, improving operational efficiency.
Decrease in the volume of calls related to tax questions, reducing support costs.
Increase in the accuracy of tax filings, minimizing the risks of accounting inconsistencies and penalties.
Greater adoption of the tool, reducing the need for parallel processes such as manual notes.
Increased user satisfaction since the usability test with a SUS score of 86.
Reduction of frustration when interacting with the tool, providing greater autonomy and confidence in the process.
Most users reported that the new experience made the issuance of the invoice faster and clearer.
feedback
Juliana
@juliana.c
"Now it's much easier. The screen itself already gives me the error and the way to solve it."
Marina
@marianaeu
"The new interface is much clearer; I found the note quickly."
John
@joão.cei
"The process became faster and more intuitive, saving a lot of time in daily life."
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