Home Services
Plug-in
Role: Senior UX Designer
Company: Sage
Team: Strategic Services - AI squad
Context
In my current role, I worked closely with an external company called Home Services. They asked Sage to address the problems and limitations of Intacct, one of Sage's products. Intacct was laggy and had poor UX, making tasks like finding mistakes in bills or managing credits very difficult. A solution was essential because users in this industry deal with thousands of bills every day.
Task
My task was to develop a solution that would allow users to upload a statement and match all transactions with those in the system using AI assistance.
Actions
Understanding users' needs, the tasks they needed to perform, and how they used Intacct was crucial. We talked extensively with Home Services to identify who was involved in the process and interviewed six customers. I worked closely with a Solution Designer to create As-Is and To-Be flows, which helped me develop a solution.
My first priority was to figure out how to separate the bills that needed review from those without issues. Using tabs for matched and unmatched bills seemed the right solution.
Through iterations, we gained new insights. From the Sage AI team, we learned that reviewing the statement once uploaded was a fundamental missing step. As a result, I added a review step to the process. I also devised a way to compare the extracted data with the actual document. It soon became clear that adding a progress tracker would help users understand their position in the process.
Results
The final product allows users to upload statements with several pages and hundreds of transactions. It includes a home page where all statements in progress can be found, enabling users to pick up where they left off, and a history page where all past statements can be found.
