UX Case Study
UI Design

Balanceo. app

The project for Balanceo focuses on addressing the challenge of inconsistent and incomplete invoice submissions by clients. Balanceo, a hybrid service blending technology and human expertise for bookkeeping, seeks to enhance the user experience and interface to encourage regular and thorough submission of invoices.
iPhone mockup
About

Cutting-edge bookkeeping solutions

Problem

Users often forget to send invoices or submit incomplete ones, leading to potential financial losses and operational challenges. This challenge arises from factors such as lack of awareness, complex submission processes, forgetfulness, and unclear requirements.

Market overview

Balanceo operates in Berlin's vibrant startup ecosystem, serving emerging businesses and SMEs seeking agile financial solutions. (B2B / Startups).

Goal

The goal of this project is to design a usercentric and intuitive UX/UI solution that motivates clients to submit their invoices consistently and ensures comprehensive submissions. By enhancing the user experience and interface, I aim to address these issues and align with Balanceo's mission of providing a reliable bookkeeping service.

Submission frequency

• January: 150 submissions
• February: 175 submissions
• March: 160 submissions
• April: 180 submissions
• May: 165 submissions

Demographics

Balanceo's user base comprises entrepreneurs, small business owners, and startup teams from diverse backgrounds and industries. Users range from young professionals launching their first ventures to seasoned entrepreneurs. Geographically, Balanceo's primary user concentration is in Berlin and surrounding regions, with potential for expansion into other German cities and international markets.

Submission completeness

• Complete submissions: 70% (105 out of 150)
• Incomplete submissions: 30% (45 out of 150)
Empathize

Understanding the user

User-Centric Focus

My journey begins with a deep exploration of the user experience within Balanceo. I will particularly focus on designing a user experience and interface that motivates clients to submit their invoices on a regular basis and ensures that the submissions are thorough. To achieve this, I'll examine how clients interact with Balanceo’s services, focusing on their journey, pain points, and aspirations. By putting myselve in their shoes, I aim to enhance their experience and drive Balanceo's mission forward.

Hypothesis

If personalized reminders and notifications for pending invoice submissions are provided tailored to each user's preferences, then there will be an increase in submission frequency and a decrease in submission delays.If an application integrates with both Google Calendar and a user's bank account, then users will experience improved organization and financial management, leading to increased productivity and better financial decision-making.

Research goals

• Understanding Balanceo users' pain points, needs, and goals.
• Exploring how age, business type, and location affect user behavior.
• Analyzing interaction with Balanceo's invoicing system.
• Identifying client challenges and gathering improvement suggestions.
• Studying existing solutions and competitors to inform improvements.
• Measuring satisfaction levels and identifying areas for improvement.
• Investigating preferences for UX/UI design and communication channels.
Empathize

User interviews

My research was dedicated to unraveling the user experience and the challenges linked to the submission of invoices and documents. I actively collaborated with six business owners/ managers, each managing their own companies/ departments and responsible for sending documents to their accountants. These participants brought with them distinct needs and rich experiences, which enabled me to collect valuable insights into their perspectives. The target users exhibit diverse demographics, including age, tech proficiency, and a common concern for data security.
Q: How do you typically send invoices and documents when you're away from your computer?

A: “When I'm on the go and receive invoices, I often find it challenging to submit them immediately. I wish there was a mobile-friendly solution that allowed me to upload documents conveniently.”
Kelly Williams
Administrative Assistant, Layers
Q: What challenges do you face when it comes to remembering to send documents?

A: “One of the challenges is the sheer volume of tasks I manage. I'd appreciate reminders or a system that helps me track outstanding submissions.”
Koray Okumus
CEO, Circooles
Define

Pain points

Manual and Time-Consuming Process

Users expressed frustration with the manual nature of submitting invoices and documents, often involving repetitive tasks like scanning, emailing, or faxing, which they found time-consuming and tedious.

Insufficient Support

Users may have questions or encounter problems with the invoicing process but struggle to find adequate support or assistance, leading to frustration and dissatisfaction.

Forgetfulness

Users often forget to submit invoices regularly due to busy schedules or lack of reminders.

Lack of Real-Time Tracking

Many users highlighted the absence of a real-time tracking system for their submitted documents, leading to uncertainty about whether their submissions were received and processed.

Data Security Concerns

Several users expressed concerns about the security of sensitive financial information during the submission process, worrying about data breaches or unauthorized access.

Difficulty in Organizing Documents

Some users struggled with organizing and maintaining a record of their submitted documents, resulting in occasional delays, errors, and misplaced files.
Define

User personas

Sophia
Small business owner
Sophia owns a boutique fashion store in downtown Berlin. She is passionate about fashion and has built a loyal customer base over the years.
Needs and goals
‍
• Sophia's main goal is to grow her boutique and expand her brand presence both locally and online. She wants to streamline her invoicing process to focus more on curating her collections and providing excellent customer service.
‍
• Sophia needs features for tracking payments and monitoring the status of invoices, including notifications for overdue invoices and reminders for clients to make payments, helping her maintain cash flow and manage her finances effectively.
Pain points

• Sophia struggles with managing inventory, sales, and finances simultaneously. She finds it challenging to keep track of her invoices and payments, especially during busy seasons.
Problem Statement

Sophia, a fashion butique owner, faces challenges with delayed payments, necessitating an integrated solution to streamline her financial management and improve cash flow.
Alex Baker
Entrepreneurial Startupper
Alex is a 28-year-old entrepreneur who founded a tech startup specializing in app development. With a background in technology, Alex is highly tech-savvy and constantly on the move. The startup is in its early stages and operates with a lean team.
Needs and goals

• Alex requires an efficient and streamlined way to submit invoices and financial documents to the company's accountant.

• Time is of the essence for Alex, and they need a solution that offers quick and hassle-free document submission while on the move.
‍
• Security is a top priority for Alex, given the sensitive nature of the startup's financial data.
Pain points

• Managing multiple tasks as a startup founder leaves limited time for administrative tasks like document submission.Alex values real-time tracking to ensure that submitted documents are promptly processed.

• Concerns about data security are heightened due to the startup's sensitive financial information.
Problem Statement

Alex, a tech-savvy startup founder, needs an efficient way to submit invoices and financial documents while on the move, requiring a streamlined process that prioritizes security.
Define

User journey

Action
Morning routine
Document preparation
E-mail submission
Ongoing tasks
Lack of overview
End of day reflection
Task list
• Alex starts his day by checking emails and reviewing his to-do list.
• He realizes that he needs to send invoices and financial documents to Balanceo, the company's accountant, for processing.
• Alex gathers the necessary invoices and financial documents from various sources, including email attachments, digital files, and paper receipts.
• Alex drafts an email to Balanceo, attaching the folder of documents.
• He sends the email and moves on to other tasks, trusting that Balanceo will process the documents in a timely manner.
• Throughout the day, Alex juggles various responsibilities as a startup founder, including business development, team management, and client meetings.
• Amidst the hustle, he occasionally remembers additional documents that need to be sent to Balanceo and quickly sends follow-up emails.
• As the day progresses, Alex realizes he has lost track of which documents he has already sent to Balanceo.
• He struggles to maintain an organized overview of his financial documentation and worries about potentially missing deadlines or forgetting to send important documents.
• In the evening, Alex reflects on the day's tasks and acknowledges the inefficiency of his current document submission process.
• He recognizes the need for a more streamlined and organized solution that provides real-time tracking and oversight of his financial documents.
Feelings
motivated and focused
feels a sense of responsibility and organization
a moment of relief
feeling a mix of excitement and pressure
a growing sense of frustration and anxiety
feels a sense of disappointment and dissatisfaction
How might we
"How might we help Alex implement a prioritization system for his tasks, ensuring that document submission to Balanceo receives appropriate attention early in the day?"
"How might we encourage Alex to explore the use of digital tools such as receipt scanning apps or cloud-based document management systems to streamline the process of gathering and organizing financial documents?"
"How might we provide Alex with a dedicated platform or app through Balanceo, facilitating direct and secure document upload, thus eliminating the reliance on manual email attachments?"
"How might we support Alex in implementing time-blocking techniques or task prioritization strategies to effectively manage his workload and prevent administrative tasks like document submission from being overlooked amidst other responsibilities?"
"How might we assist Alex in finding a solution that offers real-time tracking and status updates for submitted documents, providing him with a clear overview of processed and pending items?"
"How might we support Alex in exploring and assessing alternative document submission solutions, like collaboration platforms with integrated document management features, to address the inefficiencies and frustrations he encountered?"

Basic

Popular
$96/year
Basic features for up to 10 users with everything you need.
Get started

Business

$192/year
Advanced features and reporting, better workflows and automation.
Get started

Enterprise

$384/year
Personalised service and enterprise security for large teams.
Get started
Overview
Basic features
Users
10
20
Unlimited
Individual data
20GB
40GB
Unlimited
Support
Automated workflows
200+ integrations
Reporting and analytics
Analytics
Basic
Advanced
Advanced
Export reports
Scheduled reports
API access
Advanced reports
Saved reports
Customer properties
Custom fields
User access
SSO/SAML authentication
Advanced permissions
Audit log
Data history
define

Competitive Audit

The audit examined prominent competitors in the accounting software market, including Lexware, sevDesk, and DATEV eG. Lexware offers user-friendly solutions tailored for small businesses, while sevDesk emphasizes automation. DATEV eG provides personalized support but may overwhelm smaller businesses. These insights inform MIKA's goal of designing a user experience that blends ease of use, advanced functionality, and personalized support for businesses of all sizes, ensuring competitiveness in the market.
IDEATE

Ideation

In the ideation phase, I utilized the Crazy Eights exercise to rapidly generate a variety of creative solutions and applied the Impact-Effort Matrix to prioritize them effectively. This approach ensured we focused on high-impact, low-effort solutions to motivate users to consistently submit complete invoices, streamlining the path to practical implementation.
Simple, transparent pricing that grows with you. Try any plan free for 30 days.
Ideate

Ideas

Problem
Forgetfulness
Manual and Time-Consuming Process
Security Stress
Hypothesis
If personalized reminders and notifications for pending invoice submissions are provided tailored to each user's preferences, then there will be an increase in submission frequency and a decrease in submission delays.
If automated data extraction and processing are implemented, then users will spend less time on manual data entry, leading to increased efficiency and user satisfaction.
If enhanced security measures and clear communication of security protocols are implemented, then users will feel more confident and secure, leading to increased use and trust in the platform.
Idea
• Push notificationsIntegration with Google Calendar

• Integration with bank account
• Powered by AI

• Mobile accessibility
• Two-factor authentication
• Regular security updates and transparent communication about security measures
• Encrypted data transmission and storage

Basic

Popular
$96/year
Basic features for up to 10 users with everything you need.
Get started

Business

$192/year
Advanced features and reporting, better workflows and automation.
Get started

Enterprise

$384/year
Personalised service and enterprise security for large teams.
Get started
Overview
Basic features
Users
10
20
Unlimited
Individual data
20GB
40GB
Unlimited
Support
Automated workflows
200+ integrations
Reporting and analytics
Analytics
Basic
Advanced
Advanced
Export reports
Scheduled reports
API access
Advanced reports
Saved reports
Customer properties
Custom fields
User access
SSO/SAML authentication
Advanced permissions
Audit log
Data history
Starting the design

Cutting-edge features for advanced analytics

During the prototype phase, we created paper and digital wireframes to visualize and refine our solutions. Prior to this, user testing was conducted to gather initial feedback and insights. This iterative process ensured that our designs were user-centered and effective in motivating users to submit complete invoices.
Mockup
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testing

Usability studies

After usability studies of the digital wireframes, we refined the design based on user feedback, addressing pain points and enhancing the overall user experience. These insights were crucial in shaping the final version, ensuring that the design and UI were intuitive and effectively motivated users to submit complete invoices.
Mockup
Users are no longer required to manually input information. Instead, they can effortlessly upload a file, and thanks to Optical Character Recognition (OCR), they only need to verify the accuracy of the extracted data.

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DESIGN

UI Design

To ensure a cohesive and harmonious user experience, I took inspiration from the existing design elements of the Balanceo website while crafting the UI for new features. This approach aimed to maintain brand consistency and familiarity for users while introducing innovative functionality.
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Design

Notifications

Notifications offer users the valuable benefit of staying informed and organized, ensuring they don't miss important updates or deadlines.
Check - Elements Webflow Library - BRIX Templates
After a user's first login to the app, they encounter a message that emphasizes the power of customizing notification preferences.
Check - Elements Webflow Library - BRIX Templates
Customization empowers users to shape their experience, ensuring they receive alerts in a way that aligns with their individual needs and preferences. Ultimately, this feature enhances user engagement and satisfaction.
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Check - Elements Webflow Library - BRIX Templates
Users can:
•  choose the day and time when reminders are sent to align with their schedule.
•  select how often they want to receive these updates.
•  choose the frequency of their account, such as changes in payment methods or account settings.
• opt-in to receive these tips, and let them choose the frequency.
• select if they want to receive promotional notifications and how often
Design

Document submission

Document submission through the app allows users to easily upload and manage their invoices, ensuring timely processing and secure storage of financial records.
Check - Elements Webflow Library - BRIX Templates
The "Invoices" feature is accessible from the navigation bar, allowing users to easily access and utilize this functionality within the app.
Check - Elements Webflow Library - BRIX Templates
Users can upload documents from their phone or take a photo of the invoice directly within the app.
Check - Elements Webflow Library - BRIX Templates
Thanks to OCR (Optical Character Recognition) technology, text is automatically imported into the application.
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Check - Elements Webflow Library - BRIX Templates
Users can conveniently confirm information, make edits if needed, or save a draft for submission at a later time.
Check - Elements Webflow Library - BRIX Templates
Confirms successful document submission, reducing uncertainty and providing users with a sense of accomplishment.
Design

Security

To add an extra layer of security to the account creation process, ensuring that only the legitimate user has access to the account and its data.
Check - Elements Webflow Library - BRIX Templates

Only verified users can access sensitive financial data.
Check - Elements Webflow Library - BRIX Templates
Prevention of unauthorized access by confirming user identity.
Check - Elements Webflow Library - BRIX Templates

Log in with Apple ID
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Mockup
Check - Elements Webflow Library - BRIX Templates
User enters their phone number in the input field.
Check - Elements Webflow Library - BRIX Templates
User enters the 6-digit verification code received on their phone.
Check - Elements Webflow Library - BRIX Templates
User enters the 6-digit verification code received on their phone.
Design

Integration with calendar and banks

To add an extra layer of security to the account creation process, ensuring that only the legitimate user has access to the account and its data.
Check - Elements Webflow Library - BRIX Templates

Enhanced Security: Ensures that only verified users can access sensitive financial data.
Check - Elements Webflow Library - BRIX Templates
Identity Confirmation: Prevents unauthorized access by confirming user identity.
Check - Elements Webflow Library - BRIX Templates
How to Connect:
Click the “Connect Calendar” button below. Select your calendar service (Google Calendar, Outlook, etc.). Follow the prompts to grant permission. Customize your notification preferences.
Mockup
Mockup
Check - Elements Webflow Library - BRIX Templates
User enters their phone number in the input field.
Check - Elements Webflow Library - BRIX Templates
User enters the 6-digit verification code received on their phone.
GOING FORWARD

Project summary & next steps

Summary

Users often forget to send invoices or submit incomplete ones, leading to potential financial losses and operational challenges. This challenge arises from factors such as lack of awareness, complex submission processes, forgetfulness, and unclear requirements.

Submission frequency

• January: 150 submissions
• February: 175 submissions
• March: 160 submissions
• April: 180 submissions
• May: 165 submissions

Next steps

Moving forward with the project, our focus will be on continuous improvement and enhancing the user experience. By focusing on gamification, conducting usability studies, proposing additional improvements, and regularly evaluating the app's performance, we ensure that the app remains aligned with its mission of motivating users to remember and streamline document submission. Our commitment to user-centric design and continuous refinement will drive ongoing success and user satisfaction.

Next steps

Gamification Enhancement

Building on the initial gamification elements, we will further refine and expand the gamified aspects of the app. This includes designing engaging challenges, rewards, and achievements to motivate users consistently. By encouraging users to log in daily or weekly, we reinforce their document submission habits.
Usability Studies
‍
Conducting usability studies and gathering user feedback will be crucial. This will help us gain deeper insights into how users interact with the app, identify pain points, and gather suggestions for improvements. Usability studies will guide our iterative design process.
Additional Proposals
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We will explore additional features and enhancements to make the app even more valuable to users. This might include expanding educational resources, offering more detailed financial insights, or introducing new customization options for notifications.
Summary and Evaluation
‍
Periodically, we will review the app's performance, considering user engagement metrics and feedback. We'll assess the impact of our enhancements on document submission consistency. A comprehensive summary will be presented to evaluate the project's success and plan for further iterations.