Concur Expense allows its users to report and expense their business travel transactions to their company via a web application. However, there were a number of pain points during this process, particularly for employees without company issued credit cards.
To kick-off the project, I began by examining some of the qualitative and quantitative data available from past user interviews and research reports that Concur had on hand. I was able to find a few interesting points and was able to better understand the frustrations that people faced.
It usually takes me about half an hour to 45 minutes. After awhile my eyes start hurting after looking back and forth between my monitors so many times
Users do not save receipts and instead rely on online banking services to retrieve information about what they purchased
It takes me forever to have to type in every single thing. I just do it so I can get the money back that I spent on all the stuff I bought
People of working age
Average to income earners
By examining the paint points, I came with a list of key tasks that users needed to perform in order to reach their goal of being reimbursed. I only had to consider the resources and time available to the developer team, we defined three main task flows that the app would prioritize above all else.
Equipped with the insights we had gathered from the previous discovery phase, we started by creating an idealized customer journey experience. We referenced past NPS surveys and used concept mapping to examine possible opportunities.
This was my first taste of collaborating directly with front-end developers and it was an amazing experience. I learned how to better communicate design specifications, determine reasonable compromises to coincide with engineering limitations, and definitely sharpened my visual design skills since I was solely responsible for the user interface of the app.
The next step for this project in terms of design would be to further develop the web companion application so that users could also set up expense reports from their desktop.