WEB EXPERIENCE

INTRODUCTION & GOAL

While Clover’s main area of focus has historically been in-store transactions made through our point of sales systems, a large need was left unmet for our service based merchants. Caterers, Plumbers, Gardeners, and Dentists don’t normally receive full payments up front from their customers.

These businesses need an invoicing solution, which Clover has not yet offered. In addition to the chance to add more value for our merchants, we also recognized a clear business opportunity. In 2018, a top competitor reported over $5 Billion in gross payment volume through invoices.

PROCESS & EXPERIENCE

I was put on a small team as the lead designer to help define what a Clover invoicing solution could look like. We started with competitive research and interviews with some of our merchants who used 3rd party invoicing tools to determine the baseline functionality we would need in order to provide value.

From our research, we mapped out user journeys that we felt covered common variations of our merchant’s workflows.

We made prototypes for the key screens and conducted tests with 11 merchants, which led to an insight that changed the scope of our definition. Our designs for creating invoices tested very well. The challenge for our participants was finding out where to start that task on our current web dashboard.

We would have to reconsider the IA of our web dashboard. This was something we had suspected for a while, but we now had data to support that hypothesis.

THE OUTCOME

After completing usertesting of our prototypes, we finalized our designs for invoice creation and management. We also put together a proposal for our PM to share with the rest of the product team that outlined a restructuring of our dashboard IA to reduce redundant apps. We felt this would help reduce the cognitive load put on users as they determined where to navigate. 

We expect the IA restructuring to take a while due to the number of products that will be affected, so the short term plan is to build out the invoicing functionality as designed. Our short term proposal was that invoicing functionality would live within our Orders app, which was where merchants most often expected to find invoicing in our research.