eBillingHub (eBH) has been a trusted electronic billing application for many years, serving firms with anywhere from 10 to over 10,000 employees. The application was created to help billing departments of all sizes easily transition invoices and proformas electronically from firm to client.
To make this process smoother, eBH offers billers a wide range of digital tools to handle various client needs and third-party applications effortlessly.
- Project leadership
- UX / IA design
- Point of contact
- People management
- Sketch
- Accessibility
- User testing
In one word, clunky.
It was built on an antiquated platform which only allowed the web app to work in Internet Explorer on a PC. As a Mac user, I had to download an emulator just to view and work on the project.
In order for users to complete tasks, they had to take many steps while having multiple windows open to flip between read-only data and editing. Getting from A to B meant going to E, F, and G and hopefully finding your way back to B.
As part of a modernization effort, the entire site was rebuilt from the backend to the front. These are the types of projects that I love to get my hands on.
We had an excellent team which included Product managers, Customer Service, Sales, Site Architects, Back end Developers, Front end CSS Developers, Research, and of course the UX team of 3 designers which I lead. We had daily stand-ups, design reviews 2 times a week (and as needed), code reviews, and did I mention a very aggressive timeline.
Because the site was so convoluted, we started out by mapping the current flows of the entire site. Personas were also created. That work, along with existing feedback, helped us draft the script for "show me" research sessions. The feedback was used to reimagine the site with our UX magic. Prototypes were created and tested with users. In almost all cases, they were blown away with the night and day difference from the old site.
Several studies were conducted and designs created for the different user flows. Each flow presented their own challenges.
- Extract. Validate. Submit
- Invoice Tracking
- Site Administration
Clean, streamlined and simplified.
The combination of user interviews and UX design expertise made the result a big success. Product Owners, Sales, Management, and above all else, the users were beyond thrilled with the outcome.
Streamlining and simplification meant that users no longer had to use "work arounds" to accomplish their daily tasks. They could now get from A to B without any detours.
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