Elena Shiriaeva
UX/UI designer
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Elena Shiriaeva
UX/UI designer
CV
LinkedIn
Telegram
Email
Elena Shiriaeva
UX/UI designer
CV
LinkedIn
Telegram
Email
About project

Initially a free platform for the bank and its customers to share electronic documents, evolving with a new monetization strategy. It aims to expand its utility enabling document flow between companies and their counterparties, as well as tax, insurance and pension services. A key feature of this platform is the incorporation of secure e-signatures, ensuring that all documents processed are officially recognized and legally binding.

Initially a free platform for the bank and its customers to share electronic documents, evolving with a new monetization strategy. It aims to expand its utility enabling document flow between companies and their counterparties, as well as tax, insurance and pension services. A key feature of this platform is the incorporation of secure e-signatures, ensuring that all documents processed are officially recognized and legally binding.

Initially a free platform for the bank and its customers to share electronic documents, evolving with a new monetization strategy. It aims to expand its utility enabling document flow between companies and their counterparties, as well as tax, insurance and pension services. A key feature of this platform is the incorporation of secure e-signatures, ensuring that all documents processed are officially recognized and legally binding.

Check out Figma

Check out Figma

Check out Figma

Challenges

— Encourage counterparties to exchange e-docs on the platform amongst themselves and with government agencies.

— Eliminate excess features to focus on those that users genuinely need and utilize.

— Reduce technical support workload by improving the platform’s design to be more intuitive and user-friendly.

— Develop a new feature to streamline the e-docs exchange with state agencies.

— With 600,000 users, we need to introduce changes and implement a phased rollout of the redesign, aiming to retain our user base and prevent a loss of users.

— Encourage counterparties to exchange e-docs on the platform amongst themselves and with government agencies.

— Eliminate excess features to focus on those that users genuinely need and utilize.

— Reduce technical support workload by improving the platform’s design to be more intuitive and user-friendly.

— Develop a new feature to streamline the e-docs exchange with state agencies.

— With 600,000 users, we need to introduce changes and implement a phased rollout of the redesign, aiming to retain our user base and prevent a loss of users.

— Encourage counterparties to exchange e-docs on the platform amongst themselves and with government agencies.

— Eliminate excess features to focus on those that users genuinely need and utilize.

— Reduce technical support workload by improving the platform’s design to be more intuitive and user-friendly.

— Develop a new feature to streamline the e-docs exchange with state agencies.

— With 600,000 users, we need to introduce changes and implement a phased rollout of the redesign, aiming to retain our user base and prevent a loss of users.

What I did

— Conducted a study of the current service, its competitors and users in-depth interviews. This involved gathering feedback from technical support requests related to user experience. The goal was to understand what is essential to users, the problems they encounter, and the aspects that need more focus.

— Revamped the service’s information architecture, shifting the emphasis from specific types of documents to the broader concept of document exchange with counterparties. This approach, akin to ’messenger versus mail’, aimed to change the user perception of the service as more than just a place for signing documents with the bank.

— Created an adaptive design for the web service, aligning it with the bank’s established design system.

— Planned the method of implementing the redesign, focusing on a gradual introduction to allow users to comfortably adapt to the new features and interface of the service.

— Conducted a study of the current service, its competitors and users in-depth interviews. This involved gathering feedback from technical support requests related to user experience. The goal was to understand what is essential to users, the problems they encounter, and the aspects that need more focus.

— Revamped the service’s information architecture, shifting the emphasis from specific types of documents to the broader concept of document exchange with counterparties. This approach, akin to ’messenger versus mail’, aimed to change the user perception of the service as more than just a place for signing documents with the bank.

— Created an adaptive design for the web service, aligning it with the bank’s established design system.

— Planned the method of implementing the redesign, focusing on a gradual introduction to allow users to comfortably adapt to the new features and interface of the service.

— Conducted a study of the current service, its competitors and users in-depth interviews. This involved gathering feedback from technical support requests related to user experience. The goal was to understand what is essential to users, the problems they encounter, and the aspects that need more focus.

— Revamped the service’s information architecture, shifting the emphasis from specific types of documents to the broader concept of document exchange with counterparties. This approach, akin to ’messenger versus mail’, aimed to change the user perception of the service as more than just a place for signing documents with the bank.

— Created an adaptive design for the web service, aligning it with the bank’s established design system.

— Planned the method of implementing the redesign, focusing on a gradual introduction to allow users to comfortably adapt to the new features and interface of the service.

Design process

Design process

interface audit

4 days

.

103 pages

Google analytics review

2 days

support requests analysis

3 days

.

532 requests

competitor analysis

4 days

.

103 pages

jobs to be done framework

2 days

customer journey mapping

5 days

clikable prototypes based on bank's design system

4 weeks

Google analytics review

Google analytics review

3 000 000+

3 000 000+

3 000 000+

companies use the service to exchange electronic documents with the bank

companies use the service to exchange electronic documents with the bank

companies use the service to exchange electronic documents with the bank

25 min 15 sec

25 min 15 sec

25 min 15 sec

the average duration for filling out an invoice

the average duration for filling out an invoice

the average duration for filling out an invoice

15 min 5 sec

15 min 5 sec

15 min 5 sec

it typically takes to upload and send a pre-created contract

it typically takes to upload and send a pre-created contract

it typically takes to upload and send a pre-created contract

1 counterparty

1 counterparty

1 counterparty

91% of companies only exchange documents with the bank

91% of companies only exchange documents with the bank

91% of companies only exchange documents with the bank

only 9%

only 9%

only 9%

of companies exchange e documents with different counterparties

of companies exchange e documents with different counterparties

of companies exchange e documents with different counterparties

2-4 employees

2-4 employees

2-4 employees

in company typically use the service, among them directors, accountants, sales managers, buyers

in company typically use the service, among them directors, accountants, sales managers, buyers

in company typically use the service, among them directors, accountants, sales managers, buyers

2 documents

2 documents

2 documents

are typically sent together at one time

are typically sent together at one time

are typically sent together at one time

5 document types

5 document types

5 document types

are most common: credit approval papers, NDAs, contracts, invoices, and statements of work completion

are most common: credit approval papers, NDAs, contracts, invoices, and statements of work completion

are most common: credit approval papers, NDAs, contracts, invoices, and statements of work completion

2 signatories

2 signatories

2 signatories

on each side are typically responsible for handling the documents

on each side are typically responsible for handling the documents

on each side are typically responsible for handling the documents

Jobs to be done

Jobs to be done

When I am in charge of paperwork, I want all documents to be properly signed and organized, so I can avoid legal issues.

When I am in charge of paperwork, I want all documents to be properly signed and organized, so I can avoid legal issues.

When I am in charge of paperwork, I want all documents to be properly signed and organized, so I can avoid legal issues.

When I work remotely, I want to complete all document signings online, without needing to visit the office frequently or receive papers via courier multiple times a week.

When I work remotely, I want to complete all document signings online, without needing to visit the office frequently or receive papers via courier multiple times a week.

When I work remotely, I want to complete all document signings online, without needing to visit the office frequently or receive papers via courier multiple times a week.

When signing documents, I want to use a legally binding e-signature method, so I can ensure compliance with legal requirements.

When signing documents, I want to use a legally binding e-signature method, so I can ensure compliance with legal requirements.

When signing documents, I want to use a legally binding e-signature method, so I can ensure compliance with legal requirements.

When searching for counterparty documents, I want to easily find them in one location, without a lengthy search process.

When searching for counterparty documents, I want to easily find them in one location, without a lengthy search process.

When searching for counterparty documents, I want to easily find them in one location, without a lengthy search process.

When I’m done with a document and no longer need it, I want it to be securely archived, so I can retrieve it later for court or compliance purposes.

When I’m done with a document and no longer need it, I want it to be securely archived, so I can retrieve it later for court or compliance purposes.

When I’m done with a document and no longer need it, I want it to be securely archived, so I can retrieve it later for court or compliance purposes.

When signing a contract with a new counterparty, I want to issue the payment invoice with it, to expedite payment.

When signing a contract with a new counterparty, I want to issue the payment invoice with it, to expedite payment.

When signing a contract with a new counterparty, I want to issue the payment invoice with it, to expedite payment.

When I send an invoice, I want it to be signed by all relevant parties and managers, so that all necessary documents are in order for the Tax Office.

When I send an invoice, I want it to be signed by all relevant parties and managers, so that all necessary documents are in order for the Tax Office.

When I send an invoice, I want it to be signed by all relevant parties and managers, so that all necessary documents are in order for the Tax Office.

When my company completes its work, I want to obtain a signed certificate of work completion, so I can formally close the project and receive the final payment.

When my company completes its work, I want to obtain a signed certificate of work completion, so I can formally close the project and receive the final payment.

When my company completes its work, I want to obtain a signed certificate of work completion, so I can formally close the project and receive the final payment.

When reporting to tax authorities or undergoing an audit, I want all documents to be signed by all the parties and all the responsible managers, so completion of the process is successful.

When reporting to tax authorities or undergoing an audit, I want all documents to be signed by all the parties and all the responsible managers, so completion of the process is successful.

When reporting to tax authorities or undergoing an audit, I want all documents to be signed by all the parties and all the responsible managers, so completion of the process is successful.

When sending documents for signatures, I want to set a deadline for recipients, so that to ensure timely signing without missing deadlines.

When sending documents for signatures, I want to set a deadline for recipients, so that to ensure timely signing without missing deadlines.

When sending documents for signatures, I want to set a deadline for recipients, so that to ensure timely signing without missing deadlines.

When in charge of paperwork or processes at the company, I want to implement a solution for sending documents to counterparties online, without the complexities of handling paper documents.

When in charge of paperwork or processes at the company, I want to implement a solution for sending documents to counterparties online, without the complexities of handling paper documents.

When in charge of paperwork or processes at the company, I want to implement a solution for sending documents to counterparties online, without the complexities of handling paper documents.

When I have implemented e-document exchange in the company, I want to easily customize and administer the service to meet company’s needs, without it consuming too much of my time.

When I have implemented e-document exchange in the company, I want to easily customize and administer the service to meet company’s needs, without it consuming too much of my time.

When I have implemented e-document exchange in the company, I want to easily customize and administer the service to meet company’s needs, without it consuming too much of my time.

When I have trouble customizing a service for my company, I want access to the service’s technical support or a dedicated manager to customize it for us, without having to do it myself.

When I have trouble customizing a service for my company, I want access to the service’s technical support or a dedicated manager to customize it for us, without having to do it myself.

When I have trouble customizing a service for my company, I want access to the service’s technical support or a dedicated manager to customize it for us, without having to do it myself.

When responsible for signing documents, I want to receive notifications about my e-signature expiration dates, so I don’t have to constantly monitor these details.

When responsible for signing documents, I want to receive notifications about my e-signature expiration dates, so I don’t have to constantly monitor these details.

When responsible for signing documents, I want to receive notifications about my e-signature expiration dates, so I don’t have to constantly monitor these details.

Customer Journey Mapping

Customer Journey Mapping

E-doc sending to counterparties

E-doc sending to counterparties

Service’s navigation system was transformed, setting a new standard beyond its original design and distinguishing it from our competitors. Inspired by the ’messenger vs. mail’ concept, I’ve arranged all counterparties in a handy left-hand panel. This layout allows users to smoothly choose who to send documents to or receive documents from.

This redesign tackles the challenges of managing high volumes of incoming documents and makes finding counterparties easier. I also introduced a new document creation interface within a lightbox component. This feature streamlines document processing into three intuitive steps: selecting the document type, filling in details, and setting up dispatch configurations.

Our structured approach provides users with a clear understanding of each step, enabling them to focus more effectively on their tasks.

Receiving e-docs from others

Receiving e-docs from others

Thanks to the integration of a left panel displaying counterparties, immediately recognize where incoming documents are coming from.

Additionally, I’ve implemented a full-size document view functionality within the interface. This enables users to read documents without leaving the platform, significantly streamlining their decision-making process. Users can now swiftly sign documents, forward them for additional signatures, or reject them as necessary, all within a few clicks.

Inviting counterparties process

Inviting counterparties process

The system makes it really easy to invite other businesses to work with the company. Users initiate an invitation right from the bottom of the counterparties panel. During the initial setup of the service, companies are guided through uploading a list of their counterparties, a process clearly demonstrated in the onboarding sequence.

As business needs evolve, companies often find themselves needing to add new counterparties from time to time. Our system simplifies this process by indicating whether a potential counterparty is already a user of the service, registered with other EDI services, or entirely new with no existing contracts.

Leveraging this information, we streamline the invitation process. Companies can easily send invitations to join our service directly through email, making the process of expanding their network both efficient and user-friendly.

Mass sending documents

Mass sending documents

For users handling numerous documents, our service offers the capability to send various types of documents to multiple counterparties at the same time. To make this process even more efficient, we’ve implemented a specialized feature for mass document sending. It is catering to the needs of users who manage high volumes of documentation.

Results

Results

530 000+

530 000+

530 000+

companies now use our service to exchange documents, not just with banks but with the counterparties

companies now use our service to exchange documents, not just with banks but with the counterparties

companies now use our service to exchange documents, not just with banks but with the counterparties

+48 000

+48 000

+48 000

non-customer companies have joined the platform for e-docs exchange with their partners

non-customer companies have joined the platform for e-docs exchange with their partners

non-customer companies have joined the platform for e-docs exchange with their partners

7.6 vc 3.4

7.6 vc 3.4

7.6 vc 3.4

customer satisfaction score, reflecting significant user experience approval

customer satisfaction score, reflecting significant user experience approval

customer satisfaction score, reflecting significant user experience approval

-60%

-60%

-60%

in technical support requests, indicating an enhanced user experience and a more intuitive platform design

in technical support requests, indicating an enhanced user experience and a more intuitive platform design

in technical support requests, indicating an enhanced user experience and a more intuitive platform design

2 vc 5 days

2 vc 5 days

2 vc 5 days

is now required for manual testing, due to strategic feature reduction

is now required for manual testing, due to strategic feature reduction

is now required for manual testing, due to strategic feature reduction

To WorkTrip case study

To WorkTrip case study

To Dream Business case study

To Dream Business case study