Hiflow
Migrate and improve an invoicing process, from desktop to a mobile app
ROLE
Data analysis, User interviews, Usability + accessibility tests, UI
TYPE
Freelance
DESIGN TOOLS
Figjam, Figma, Affinity diagram
SPRINT
2 weeks
Hiflow is a B2B transportation service that assigns drivers to move cars for car dealers. They are expanding in Europe and aim to enhance the experience for their independent contractor drivers.
They have tasked me with updating how drivers handle expenses and invoices, moving from an outdated website to a rebranded and more user-friendly mobile app.
From discovery to delivery
UX Process
Research
Definition
I interviewed 6 drivers and the invoicing team, involving operations and data teams from day one.
The key user fears I discovered are as follows:
Company rules: Fear of the consequences of Hiflow's strict rules (e.g., late payment) if tasks are not completed properly
Missing important info: Fear of forgetting to validate a mission or inputting an invoice number
Losing a receipt: Fear of short-term consequences (e.g., expense refusal) or long-term (e.g., tax issues)
Paperwork: Fear of accumulation
Alexis, the Eager Beaver
Hiflow’s priority persona is a 35 years old driver living in the suburbs of Paris
He started working with Hiflow on the side, but his activity rapidly evolved into his main source of income
His objective is to manage his expenses before, during and after his trips
He understands Hiflow's strict rules and appreciates them as much as he fears them, and so, needs a way to avoid him from making any administrative error
Solution
A fast, efficient and smooth process to achieve his objective. An entire new and functional user flow, available before, during and after his trips.
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An entire new user flow that enables the driver to manage his expenses and invoices directly from his mobile app at all times - before, during and after his trips
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For users: A thorough system status made of notifications, warnings, reminders and signals to avoid errors and ensure timely payments
For Hiflow: A decrease in user calls and incorrect invoices that stagnate in the backlog
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A new way to request extra expenses directly from his phone, as well as a brand new way of getting a glimpse into his earnings