Unifying PNC standalone products to create a seamless experience
Overview
PNC's current experience to process an invoice forces a user to access multiple products at once. Flux is an interface that was developed from consolidated workflows & focuses on three design principles: visibility, configuration and data-driven decisions. This solution aimed to tackle the increasing business costs and lowering brand loyalty caused by a disjointed experience.
Role
Design & Research Lead; Designed Component Library
Client PNC
Duration 7 Months
Products live on separate platforms
To complete one cycle of invoice management to payment, a user needs to go in and out of 3 different platforms
Onboarding not meeting users needs
There is an abundance of secondary information given primary importance
Lack of feedback and system understanding
Users are unaware of the systems capabilities and don't know if an action has been completed or not
One product doesn't fit all
Novice and experts use products in different ways. Industries and company sizes also have different requirements
.jpg)
'Frank'
Treasurer
Daily invoice input
'Dolres'
Manager of Treasury Operations
Configures systems for the Company
A workflow and interface that shows what's important, is configurable and provides future perks allowing for a unified experience. Below is an example of how each piece was integrated.
Process
.png)
Co-Design with Sakeholders
.png)
Design Principles
1. Show What's Important
Visibility increases clarity and invites action
2. Tailor to Users Needs
Configuration adapts the system to the users’ needs
3. Uncover Hidden Perks
Data can help users be more effective
Design Sprints
.png)
Visibility
Configuration
Data-Driven Decisions
Workflow
The 3 design principles are threaded throughout the experience as shown on the workflow below.
Key Features
1. Easy invoice approval & payment
Users can easily identify where they are in the process. Photos of invoices and purchase orders are automatically matched.
2. Four step on-boarding & configuration Managers can configure workflows to their needs and set privacy setting for their teams.
3. Efficient internal communication
Users are able to communicate on each invoice independently at separate stages with a notification sent to the parties required to take action.
4. Prioritized to-do list
The list is prioritized by the preferred presets of the company allowing for consistency. Users, if allowed, can also customize the parameters.
5. Profitable Recommendations
Using existing data, the system provides recommendations to reduce business costs.
Style Guide
In retrospect we would have benefited from having initially created clearer responsibilities and set more specific internal milestones. Not having this initially backfired on the team as we got closer to client deadlines. Members of the team had different expectations of the quality of work. Also a learning opportunity to clearly communicate expectations and double check to see if the people responsible for completion are on the same page.
