Overview

Financial issues are a problem for Meetime support. Everything about payment, invoices, the value of users, and details was requested from the support and finance team. This process was slow and involved many people.

Meetime's Finance page is designed to make it easy for users to understand the plans contracted, the number of active users in the account, and the monthly payments. In addition to the above information, the page offers the ability to access the invoice and bills, as well as monitor the status of the current invoice.

Challenge

Currently, questions about the finance-related information represent a significant number of total Support tickets. Taking the Support information from January to May 2023, 218 open tickets were recorded. For comparative purposes, Lead Management was in second place with 134 tickets.

Role

Product Design

Responsabilities

• Research and discovery process

• Userflow mapping

• Wireframe

• Hand-off and delivery for devs

Timeline

1 week

218

Open tickets were recorded

January to May 2023

What do we want with this project?

Help user's understanding the Payments: Users usually have doubts about the billing value for the month, have some problems in identifying the value of the plan and the value of the users with active billing.

Help user's understanding the contracted plan: The platform does not inform which plan has been contracted, leaving it up to the user to remember or seek information elsewhere.

Help user's understanding free x paid users: The platform does not inform the number of active users logged in, how many users the plan has or how many paying users are active on the account.

Business goal

• Reduction of support tickets based on financial issues;

• Access to payments;

• Help users understand free vs. paid users.

Quick win goal

• User flow mapping journey;

• Create a financial page final;

• Create a new modal and add a user.

How can we help the user to understand their contracted plan and consequently reduce the number of open tickets related to financial questions in support?

Objective

What do you do when you don't have time for the best research?

Reading tickets: Reading tickets I found a pattern of questions about finance and the values of plan users. Questions about payments, kinds of contracted plans, free users, and what users my financial department will pay.

Flexibility is the key!

What discovery method is best for fast and excellent research? That's my first question for defining the research method. I decided that the best way would be to analyze the open tickets and interview the internal support team. I wouldn't have time to interview users.

Support interview: Talk to support is an essential way to collect data about users. It helps to understand the user mindset by having a frequent exchange of information on the database.

After reading the tickets and talking to support, I took the information and started organizing from the most important to the least important.

The path

In analyzing tickets and support validation, I classify information into three important topics:

Information regarding the number of active users and their corresponding value.

Specific details regarding the invoice amount are visible.

Show the state of payment, access, and download of invoices.

01

02

03

The journey

In the user flow mapping, I created a simple navigation for users to access information. The screen has information on Invoices, active users in Meetime, payments, and plans. In parallel with the objective, I added some upgrades to the screen for my backlog.

Wireframe

After an overview the path of the users take, let's do the construction of the layout. Note: I list all information of the users need to have complete information about finances.

Final screen

The system has legacy code that cannot be changed. In a meeting with the developers, I adapted the old code with new information. This collaboration facilitates development and speeds up delivery.

Making it easier to add users

In the old pop-up, to add users, it was very hard to identify the values and permissions. In the new pop-up, when the user selects the user to be added, they see on the screen what permissions the added user has.

Plus

Results and lessons learned

In order to monitor the progress of the project, the support team and I monitored open financial tickets on a weekly basis.

I also followed up with the finance and CS team on the withdrawals and upsells of user accounts.

With the handover, it was easier for the user to find information about the amounts without contacting support.

We also provided clarity and transparency, making it easier for users to make assertive decisions about their company's financial health and the cash available on the platform.

Contacts

+5544 999917594

contact@franciscojuniorx.com