Introduction

Unquork was looking to improve internal operations to run the business effectively.
Since they were relying on Excel with manual processes, which has been time-consuming and often get lost.

Team

• 2 Designers

• Project Manager

• 2 SMEs from the Financial and Operation Team

User Interview

We conducted initial user interviews with four engagement managers and the operational team to reveal the current process, user pain points, and user needs to shape the product scope.

User Flow

Based on the findings from the user interviews, I created a current user flow to visualize where automation can happen.
We decided to digitize the current flow from the stakeholder and user discussion.

Billing and Invoice User Flow

Requirement Gathering

I created the shared requirement cheat sheet by collaborating with the Operation and Finance Team. I created the baseline from what we found in the user interviews and current flow walkthrough, and then we all contributed to shaping the requirement scope together.

Proposed Sitemap

I created a high-level site map based on the initial user interviews, scope and requirements.

Final Product

TIMESHEET (Talent)

STEP 1:
Talent Submit timesheet.

*If talent did not submit the timesheet by the billing cycle, the default value will be submitted automatically.

STEP 2:
Operation Team Adjustment if needed.

BILLING (OP + Finance)

STEP 1:
OP/Admin: Remind the SI Partner to send a bill template.

STEP 2:
After receiving the bills, OP/Admin explores the discrepancies if necessary.

STEP 3:
OP/Admin Approve the Bill.

STEP 4:
Finance Department Review Approved Bills.

STEP 5:
The Finance Department makes payments to the SI Partner.

INVOICE (Operation/Admin)

STEP 1:
The system auto generates invoices from the internal record.

STEP 2:
Explore details of “Ready to send” invoices if necessary.

STEP 3:
OP/Admin sends the invoice to the client.

STEP 4:
The client makes a payment or rejects an invoice in the Client Portal
(Out of scope)

KPI ResuLT

SUS survey score is significantly improved from 1.3 to 3.8.
Also, the billing reconciliation process time was speeded up by 46% on average, and accuracy was bumped up by 31%.
The client invoice pushback, caused by resourcing, was reduced by 14%.

Next Steps…

Digitize SOW/Contract.

Currently, SOW and Contract formats vary by SI Partner and are available only in PDF. However, digitizing SOW/Contracts to be content-searchable will accelerate the operation team’s workflow for the billing and invoicing process. e.g.; Planned Fee (only in SOW/Contract) VS Actual Comparison to automate Fee discrepancies.

Auto-send Invoice.

Since SOW/Contract is not digitized, so it is difficult to rely on/trust automate billing/invoice flow for the users. So I created ideal user flow for post-MVP enhancement.