Jump

Improving and streamlining the reporting process of business expenses.

User research

User tests

B2B

Jump

Improving and streamlining the reporting process of business expenses.

User research

User tests

B2B

Jump

Improving and streamlining the reporting process of business expenses.

User research

User tests

B2B

ROLE

Product Designer

TIMELINE

2 weeks (2023)

SCOPE

Discovery + Delivery

TOOLS

Figma, Notion, Google suite

CONTEXT

What is Jump?

Launched in 2020, Jump aims to make freelancers' life easier by taking out the administrative hurdles out of the equation. Freelancers are legally employed by Jump and deal with all their day-to-day admin on their platform, while continuing to choose how and with whom they work.

This means they get the best of both worlds, the freedom of being freelancers and the security (and benefits) of being an employee.

It's one of the largest music streaming service providers, with over 489 million monthly active users, including 205 million paying subscribers.

It's particularly popular among young people.

Why did I choose this project?

In the context of my Product Design bootcamp with the Design Crew, Product Designers from Jump came to pitch us a real-life problem they are currently facing.

They observed that most of their users had difficulty submitting their professional expenses claims an/or did it at the last minute. As a result, this tends to lead to mistakes or unfiled claims, and a loss of tax deduction.

ROADMAP

For this project, we covered the full-scope of the product design process. User tests were especially crucial to identifying problems with our V1 solution.

For this project, we only focused on delivery.

The problem to be tackled had been clearly identified beforehand and concerts tickets selling represent a clear market opportunity for Spotify.

User research

Understanding the habits, motivations and opinions of our users.

Benchmark

Getting inspired by competing and related services.

Ideation

Generating many ideas and choosing the best ones.

Prototyping

It's time for our solutions to come to life.

User tests

Getting feedback from our users on our solutions.

Iterations

Fixing the issues and preparing for handoff.

About my role

'I was involved in every step of the design process, with a particular focus on UI design and user tests.'

USER RESEARCH

To better understand the problem we are trying to solve and the motivations of our users, we conducted qualitative user research.

Objectives

Motivations & familiarity

Understanding the motivations and familiarity of freelancers regarding the submitting of professional expense claims.

Daily life and habits

Understanding how dealing with expense claims fits into the daily life of freelancers.

Test parameters

Semi-directive interviews

45min

Via Google Meet

5 men / 1 woman

6 testers

🧠 What we learned

Freelancers have lost or regularly lose their business expense receipts.
'I was very tired during a photo shoot. And I was dealing with too many things at once. I was putting them [the receipts] in my pocket instead of putting them away as usual.'
5/6 panelists
Reporting business expenses is too time-consuming.
'I don't necessarily want my time to be spent catching up on business expenses.'
5/6 panelists
Freelancers would like to do or already do their declarations as they come in.
'I would have liked to do it directly, I was afraid of losing the thread as I had many.'
5/6 panelists
Most freelancers have recurring expenses.
'I miss the deadline every time, I have to go and upload all the receipts [of my subscriptions] three months later.'
5/6 panelists

Freelancers have lost or regularly lose their business expense receipts.
'I was very tired during a photo shoot. And I was dealing with too many things at once. I was putting them [the receipts] in my pocket instead of putting them away as usual.'
5/6 panelists
Reporting business expenses is too time-consuming.
'I don't necessarily want my time to be spent catching up on business expenses.'
5/6 panelists
Freelancers would like to do or already do their declarations as they come in.
'I would have liked to do it directly, I was afraid of losing the thread as I had many.'
5/6 panelists
Most freelancers have recurring expenses.
'I miss the deadline every time, I have to go and upload all the receipts [of my subscriptions] three months later.'
5/6 panelists

REVISED PROBLEM STATEMENT

How do you make it easier for freelancers to upload receipts and automate the entry of business expenses as much as possible?

Objectives:

😱

Mistakes

Decrease the number of customer service tickets related to mistakes in business expense entry.

📆

Last day

Decrease the number of business expense reports done on the last day of the month.

⌛

Business

Reduce the time spent by freelancers submitting professional expenses.

📱

Mobile

Increase usage of the Jump mobile responsible website.

IDEATION

We came up with many ideas, some more realistic than others. Ultimately we chose the ones that we were sure would add value and would not be hard to implement.

We came up with many ideas. Some more realistic than others and some easier to test than others.

Ultimately we chose the ones that fit the scope of the project best.

Receipts scrapping via a picture
A storage system for receipts
Options to choose how to upload receipts
Option to finish later an expense claim
Possibility to finish pending claims
Reccuring expenses claim to be filed

We chose to discard some ideas because they would be too difficult to implement (reputational risks for Jump if they give inaccurate information) and others because they did not add a lot of value. We also merged some ideas together.

The real challenge was to decide what to keep and what to discard.

Some were too difficult to test without creating bias during the tests. Others were not critical for an MVP.

🤟 What we kept

Quick actions button

Receipts info scrapping

Finish later option

Recurring expenses

🗑️ What we didn't keep

A storage system for receipts

Donating devices when the price is too low

More information on why report business expenses

Which concerts friends are attending

A live breakdown of tax benefits to be gained

Which concerts friends are attending

BENCHMARK

In order to come up with the design of our solutions, we took inspirations from other apps tailored for freelancers as well as other services with interesting features.

Shine

-> A great example of a banking app for freelancers with an expense claim feature.

Google calendar

-> A simple way to handle recurring events.

Pleo

-> An expense claim app for employees with automatic scrapping of information.

PROTOTYPING

Whenever possible, we tried to work with Figma components and styles to make the process of iterating after the user tests much easier.

An excerpt of our Design System

Jump is still a somewhat young startup, which means that not all current UX issues can be addressed at once. As a result, we had to accept some limitations to this project and find some workarounds.

Our V1

A quick action button

Part of the complexity of working on Jump is that some of their users find it difficult to navigate the platform, especially to locate where business claims are nested.

In order to make their life easier, we created a large hovering button to reach quick actions on the go.

Automatic scrapping of information

Filling out business expense claims is a tedious and low value process, especially when freelancers have many to do.

We designed a feature that automatically scraps information by taking a picture of a receipt and fills the expense claim. It relies on optical character recognition (OCR) technology.

Filling out business expense claims is a tedious and low value process, especially when freelancers have many to do.

We designed a feature that automatically scraps information by taking a picture of a receipt and fills the expense claim. It relies on optical character recognition (OCR) technology.

Reccuring expense claims

Many freelancers have regular expenses that are recurring every month, trimester or year (software, subscription, rent, etc.). It's a waste of their time having to fill the same information every time.

We created a feature that automatically generates a new expense claim on the recurring time frame specified. All user have to do is add the new receipt every time.

Finish later & drafts

Sometimes users are pressed for time and can't afford to fill out their expense claim completely. However, some of them might also be worried of losing their receipts and ending up being unable to submit their claims at all.

Thanks to our new finish later feature, users are able to pause the process at any point and come back to it later.

USER TESTS

To deliver a successful solution and create a great user experience, we performed a series of user tests.

Objectives

Automatic scrapping

Observe the path taken intuitively by users to create a business expense claim (automatic scrapping by taking a picture of a receipt or not).

Drafts

Test if users understand how the draft feature works and if they find it useful.

Recurring claims

Test if users understand how the 'recurring claims' feature works and if they find it useful.

Test parameters

Semi-directive interviews

30min

Via Google Meet

5 men / 1 woman

6 testers

✅ What worked

Understanding that information would be automatically scrapped when uploading a receipt.
'It was obvious to me right away that I was going to be able to take a picture of it, and actually, I like that.'
4/5 testers
Managing to create a recurring business expense claim.
'Okay so there I put it as recurring every month and it never ends.'
5/5 testers
Completing a draft of an expense claim and submitting it for validation.
3/5 testers

Understanding that information would be automatically scrapped when uploading a receipt.
'It was obvious to me right away that I was going to be able to take a picture of it, and actually, I like that.'
4/5 testers
Managing to create a recurring business expense claim.
'Okay so there I put it as recurring every month and it never ends.'
5/5 testers
Completing a draft of an expense claim and submitting it for validation.
3/5 testers

⛔ What didn't work

Clicking on the large plus button spontaneously to reach quick actions.
'Once you understand that it's a new feature, it's pretty clear.'
1/5 testers
Medium priority
Easy to fix
-> Adding text to give more context (since we were not allowed to change the navigation of the app).
Understanding where the recurring claims are located in the app.
'Oh yeah I can get recurring claims here too, I didn't know.'
0/5 testers
High priority
Easy to fix
-> Create a separate tab from the drafts.
Understanding that they would need to add their receipts every month.
'I assume that the app will actually pull up a notification each monthly anniversary to ask for my receipt. And if it does, that's great. The app launches when I get a notification.'
1/5 testers
high priority
Medium difficulty to fix
-> Send email reminders to complete their claims (push notifications are not possible since they only have a mobile responsive version, not a native app).
Understanding what's behind the button 'finish later'.
'Actually, I'm thinking there's a draft somewhere and I don't actually like it.'
1/5 testers
Low priority
Easy to fix
-> Improve UX writting.

Clicking on the large plus button spontaneously to reach quick actions.
'Once you understand that it's a new feature, it's pretty clear.'
1/5 testers
Medium priority
Easy to fix
-> Adding text to give more context (since we were not allowed to change the navigation of the app).
Understanding where the recurring claims are located in the app.
'Oh yeah I can get recurring claims here too, I didn't know.'
0/5 testers
High priority
Easy to fix
-> Create a separate tab from the drafts.
Understanding that they would need to add their receipts every month.
'I assume that the app will actually pull up a notification each monthly anniversary to ask for my receipt. And if it does, that's great. The app launches when I get a notification.'
1/5 testers
high priority
Medium difficulty to fix
-> Send email reminders to complete their claims (push notifications are not possible since they only have a mobile responsive version, not a native app).
Understanding what's behind the button 'finish later'.
'Actually, I'm thinking there's a draft somewhere and I don't actually like it.'
1/5 testers
Low priority
Easy to fix
-> Improve UX writting.

OUR V2

Time to sit back and enjoy the show.

HANDOFF

The iteration process is a major part of the job of Product Designers. It's much easier to do with an organised design file, not only for ourselves and other designers on the team, but also for developers.

The iteration process is a major part of the job of Product Designer.

That's much easier to do with an organised design file, for ourselves, potential other designers, and of course, developers.

Our figma file

NEXT STEPS

Although the tasks below exceed the scope of the original project, it would have been worthwhile to explore them given more time.

🧪

More tests

After our first series of test, we improved our solution. It would be useful to now test those iterations.

👀

Alignment

Organise a session with PMs and developers to make sure everyone is up to date regarding the project.

📦

Handoff

Double check once again that our design files are organised and documented.

Lets collab

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Victor Cartier

About

Works

Let's chat

Victor Cartier

About

Works

Let's chat