Content Design
Project: Design a new suite of transactional correspondence templates for a SaaS ecosystem of products
My role: Correspondence Process Owner
Opportunity: Modernize the design and simplify the customer billing experience
The company was moving to a billing platform that better supported the SaaS model. We had the opportunity to redesign the correspondence templates to modernize the look and feel and also to rethink all text on them. Billing had been a pain point for customers so this was also an opportunity for us to simplify the billing flows and make billing understandable. Billing is also very regulated so our design had to be flexible and extendable enough to accommodate the compliance requirements of all of the regions in which we sold our products.
Accountant billing was especially painful. Some accountants pay for their clients' products on their behalf and accountants wanted to be able to see all of the billing details for all of their clients. The previous template aggregated everything into one total, which was unusable for these customers. We interviewed accountants and did a series of A/B tests to prove out different designs for the wholesale invoice and refund templates. We had to interate on the design as we encountered technical limitations, but in the end we provided a design that enabled accountants to see their billing by product and their billing by client on the same invoice.
