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Why was it a problem that needs to be solved?

Skippr: Modern Cash Flow Finance

Skippr enables a business to forecast cash flow seamlessly online and access cash using a flexible cash flow finance solution.

Skippr helps a business owner sleep better at night as they know they have the cash in bank to pay their staff, the tax department and service typical growing pains. We simply help the customer understand their cash flow better, what best to do to cover any upcoming gaps and provide them access to finance only when they need it.

Cash flow management is a simple process but a complex problem to solve. It is often a disjointed and unstructured process with various mini-workflows. It is hard for a business owner to focus and prioritise the best courses of action as they can not see the most impactful outcome.

This difficulty means cash flow management is neglected and often leads to insolvency and business default. 80% of businesses that fail, fail due to poor cash flow management.

To form a user journey that makes the process of cash flow management more habitual

To increase the user engagement so they sign in a manage cash flow more than 4 times per month

To form a user journey that helps highlight the value of using invoice finance as a sustainable cash flow solution

Who are Skippr’s customers?

Primary — small business owners

Secondary — bookkeepers, accountants , business advisors

I worked collaboratively in a team with 3 other UX designers Wayne, Sanket and Bom on a Agile project.

Customer personas, Customer journeys, Style guides. List of problems and issues from current users, enhancements and features desired by exisiting user

From our current understanding of the Skippr sign up process, we found that there was no demo about its features and that users were asked to link to their Xero or other account software immediately upon signup.

As a team we created of list of Backlog. We put it up on the kanban board and started working from there. We each choose our avatars and since I love cats, I obviously had a cat as my avatar. This is what I love about being a UX Designer, we get to have fun while doing some serious work.

From the board, we started selecting tasks, sanket and bom setup dummy skipper accounts. Wayne and I started conducting 1 on 1 interviews with finance managers and small business owners.

We conducted the interviews and contextual inquiry to get a better understanding of the current state and for us to know where we needed to focus.

1) The fact that one of the participants could not see the calculations that was done by the software, did not make him trust the forecast. (this was a concern that was rasied by the client during the brief as well)

2) The other point that concerned him was the software being free? What was the catch? If it was good and legitimate then why was it free?

3) During the Sign up, the application asked to link to users accounting software like Xero . That raised some concerns as there was no trust established with the application, the participants did not know what the application could do? Or looked like? And more importantly, allowing access to all the companies financial information without any disclaimer or security policy made him very uncomfortable.

Wayne and I conducted competitor analysis and found that Dryrun and Float provided a demo to users about the features which was clearly lacking with Skippr among other things like not having to link to Xero immediately.

After completing our research the team started ideating and we put our ideas on the wall, we each then walked through the ideas. We voted to decide how to move forward and build our prototype for testing for sprint 1.

We presented our feedback from week 1 to client, who felt that our findings were inline with what they had been hearing from their users. However, they were pleased to hear that adding training was well received by the participants.

We wanted to get further alignment in terms of deliverables for week 2. which were:

The team met with the developer, we walked him through our work from wk 1 and got some great insights from him regarding what possible changes could be made easily. He affirmed that training about the application was important. He gave us further direction which caused a bit of a client push towards solution. This is when we pulled back focused on the users and asked our selves, what value can we add to the user’s that is not being addressed right now?

This is when we looked at Problems and enhancements list that was provided by the client.

With deliverables from client, developer feedback, insights from user testing in wk 1, key unmet needs and quick wins from the problem list we proceeded with ideating an MVP.

We used photoshop to use the existing template of Skippr and sketch to create new graphs and other features.

A constant challenge with this particular client was that most of the testing was done remotely. Only one participant was able to come in for testing

The challenge with remote testing is that, there were delays during the call. Although we were able to see the screen of the participants, we were not able to guide them due to delays and this lead to confusion.

One participant cancelled last minute. We booked another participant, who later forgot about our testing and if we had not called to check on him, we would have waited for the entire hour.

Overall it was a great learning experience, about what can go wrong, what we need to anticipate and what to be prepared with when testing remotely.

The Participants liked the training, although for build scenario, they preferred that there was a step by step guide, for both first time users and also existing users, who had not used the application for sometime.

“ The amount of work that you guys have done in two weeks is great, you should be proud”

*Two weeks later a number of our recommendations were implemented including the changes to the graphs.

Thank you for reading my case study. I am currently looking for Job opportunities in Sydney, Australia.

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