Enterprise UX Case Study

Transforming Invoice Processing
at Enterprise Scale

How strategic UX design reduced processing time by 67%, cut errors from 45% to 15%, and transformed AP Flow into Genpact's highest revenue product—serving 100K+ users across 30+ enterprise accounts.

100K+
Active Users
30+
Large Accounts
67%
Time Reduction
$2.4M
Annual Savings
Project Context

Building for Enterprise Operations

Genpact's AP (Accounts Payable) Flow is a Salesforce-based enterprise platform that processes millions of invoice records for Fortune 500 companies. As the Solo UX Designer, I led the complete redesign of this mission-critical system.

My Role
Solo UX Designer
Duration
6 Months
Platform
Salesforce Enterprise
Team
Cross-Functional (Operations, Engineering, Product)

The Challenge

This was an enterprise application built on Salesforce with significant platform limitations. Beyond the technical constraints, I faced the challenge of evangelizing UX within an organization where design thinking was not yet established practice.

I took the initiative to educate stakeholders about the importance of UX and facilitated design thinking workshops with Operations, Engineering, and Product teams to align everyone on how user-centered design could solve complex operational issues.

Problem Discovery

Critical Operational Inefficiencies

Through research, I identified that invoice processors were trapped in a broken workflow that wasted hours daily and created costly errors that impacted client relationships.

Business Impact

Operations teams struggled with TAT (Turn Around Time) escalations, client dissatisfaction, and high error rates that threatened account retention and revenue growth.

30%
TAT Delays
45%
Error Rate

User Frustration

Invoice processors faced severe usability issues including poor findability, discoverability problems, and ineffective workflows that made simple tasks unnecessarily complex.

15min
Avg. Processing
40min
Complex Invoices
2
Systems Required
1000+
Line Items to Check Manually
30-40min
Per Complex Invoice
0
Real-Time Sync
Research & Discovery

Deep Dive Into User Workflows

I conducted extensive qualitative and observational research to understand the root causes of inefficiency and identify opportunities for improvement.

Research Methods

Comprehensive approach to understanding user needs

  • Contextual Inquiry & Interviews 20 invoice processors + 4 team leads across multiple accounts
  • User Observation 35+ hours shadowing processors in their daily workflows
  • Stakeholder Workshops Design Thinking sessions with Operations, Engineering, and Product teams
  • Process Documentation Mapped current workflows and identified bottlenecks

Key Research Insights

Critical findings from user research

  • Dual-System Verification Users constantly switched between two systems to verify PO against invoice line items
  • Manual Exception Finding For 1000+ line items, processors manually searched for mismatches—taking 30-40 minutes per invoice
  • Sync Issues No real-time sync between Invoice Processor and Buyer portals caused TAT escalations
  • Multi-PO Confusion When invoices referenced multiple POs, users couldn't identify the primary one

Critical Pain Points

  • 1 No Side-by-Side PO Verification View

    For complex invoices, processors needed to toggle between two separate systems to verify Purchase Order details against invoice line items. This constant context-switching destroyed productivity and increased error rates.

    Adds 5-10 minutes per invoice
  • 2 Manual Mismatch Identification (30-40 Minutes!)

    When processing invoices with 1000+ line items, users had to manually scan each row to identify price or quantity discrepancies. No visual indicators or automated detection meant hours of tedious, error-prone work.

    30-40 minutes for complex invoices
  • 3 Real-Time Sync Failure

    Invoice Processor and Buyer portals weren't synced in real-time, causing delays, duplicate work, and TAT escalations that hurt client relationships.

    30% of invoices delayed
  • 4 Multi-PO Primary Identification

    When an invoice referenced multiple purchase orders, the system provided no way to identify which PO was primary, forcing users to manually investigate or make educated guesses.

    Confusion and processing delays
  • 5 Lost Context While Scrolling

    Invoice summary information disappeared when scrolling through long lists of line items, forcing users to constantly scroll back up to reference key details.

    Reduced effectiveness
  • 6 Missing Visual Mismatch Indicators

    The system provided no visual cues or color coding to highlight exceptions, mismatches, or items requiring attention—everything looked the same, forcing complete manual review.

    45% error rate
Understanding Users

Personas & User Scenarios

Based on research, I developed detailed personas representing the key user types and their specific needs, goals, and frustrations within the invoice processing workflow.

MP
Maya Patel
Invoice Processor
Profile
Processes 80-100 invoices daily. Handles high-volume accounts with complex multi-line invoices. Measured on speed and accuracy.
Goals
  • Process invoices quickly without errors
  • Easily identify and resolve exceptions
  • Meet TAT commitments to clients
  • Minimize context-switching between systems
Pain Points
  • Spends 30-40 min on complex invoices
  • Must use two systems simultaneously
  • Can't quickly spot mismatches in long lists
  • Loses context while scrolling
RC
Raj Choudhary
Team Lead / Supervisor
Profile
Oversees team of 15-20 processors. Handles escalations and complex exception cases. Responsible for team performance and client satisfaction.
Goals
  • Monitor team productivity and accuracy
  • Quickly resolve escalated exceptions
  • Maintain client SLA compliance
  • Reduce training time for new processors
Pain Points
  • Difficult to identify bottlenecks
  • Complex cases take too long to resolve
  • High error rates affect client relationships
  • Training new users is time-intensive
SK
Sarah Kim
Buyer (Indirect User)
Profile
Works in procurement at client company. Needs visibility into invoice approval status. Relies on timely processing for vendor relationships.
Goals
  • Track invoice approval progress
  • Quickly resolve disputed invoices
  • Maintain vendor relationships
  • Ensure timely payments
Pain Points
  • No real-time status updates
  • Delays cause vendor friction
  • Lack of visibility into processing queue
  • Manual follow-up required

Key User Scenarios

Scenario 1: Simple Invoice Processing

Maya receives a straightforward invoice with 5 line items matching a single PO. All quantities and prices align. Expected time: 2-3 minutes

Scenario 2: Complex Multi-Line Verification

Maya processes an invoice with 1000+ line items. She must verify each against the PO, identify mismatches, and document exceptions. Current time: 30-40 minutes | Target: <5 minutes

Scenario 3: Multi-PO Invoice Handling

An invoice references 4 different purchase orders. Maya needs to identify which is primary, allocate line items correctly, and process without errors. Current: Confusing and error-prone

Scenario 4: Exception Resolution

Raj (Team Lead) receives an escalation for a price mismatch. He needs to quickly identify the discrepancy, understand the context, and resolve with the buyer. Current: Requires system-switching and manual investigation

Current State Analysis

Invoice Processing Journey Map

Mapping the current workflow revealed critical friction points and opportunities for optimization

1
Invoice Receipt
Processor receives invoice notification and opens the system to begin processing.
Pain Point
No preview of invoice complexity or PO count before opening
2
PO Verification
Switch to second system to view PO details and compare against invoice.
Pain Point
Must use two separate systems—constant context switching destroys flow
3
Line Item Matching
Manually verify each invoice line item against PO—checking quantity, price, and details.
Pain Point
For 1000+ items, takes 30-40 minutes of manual scanning. No mismatch indicators.
4
Exception Handling
Identify discrepancies, document issues, and escalate or resolve exceptions.
Pain Point
Difficult to find specific mismatches in long lists. No visual highlighting.
5
Approval Processing
Submit invoice for approval and track status through approval chain.
Pain Point
No real-time sync with buyer portal—causes delays and TAT escalations
Design Process

From Research to Solution

Following a user-centered design approach, I translated research insights into concrete solutions while navigating Salesforce platform constraints.

Design Principles

Speed Over Complexity

Optimize for the most common workflows first. Reduce clicks and cognitive load for high-frequency tasks.

Make Exceptions Visible

Use visual hierarchy and color coding so users can instantly spot what needs attention without scanning.

Single Context, Zero Switching

Eliminate the need to switch between systems. Show all necessary information in one unified view.

Prevent Errors, Don't Just Catch Them

Design the interface to make mistakes difficult and correct paths obvious through smart defaults and validation.

Wireframes & Design Evolution

I explored multiple design variations to optimize the invoice processing workflow, iterating on layouts, information hierarchy, and interaction patterns.

High-Fidelity Wireframes showing Invoice Details and PO Reference screen variations

Wireframe explorations showing different approaches to Invoice Details and PO Reference screens with varying information density and layout options

High-Fidelity Solution Designs

The final high-fidelity designs showcase the key features that solved critical user pain points while working within Salesforce's platform constraints.

Invoice Dashboard - Unified View

SOLVES: Findability & Discoverability Issues

Redesigned dashboard with clear status indicators, advanced filtering, and at-a-glance TAT tracking. Color-coded status badges (Pending Approval, Ready for Processing, Approved, Overdue) enable quick scanning and prioritization of work.

Invoice Dashboard showing list view with status indicators and filters
UX Problems Solved:
  • Findability Issues: Users can now quickly locate specific invoices using advanced filters (Invoice No, AP Ref, Company Code, Region)
  • Lack of Visibility: Status indicators and TAT tracking (S-TAT, O-TAT) provide immediate visibility into invoice state and delays
  • Discoverability Problems: Clear visual hierarchy and color coding make it easy to identify invoices requiring immediate attention
  • No Preview of Complexity: List view shows document type, invoice type, and line item count upfront
Key Features:
  • Visual status indicators with color coding
  • Quick filters for invoice types and statuses
  • TAT tracking (S-TAT and O-TAT) displayed prominently
  • Batch selection for bulk actions

Automated Exception Detection

SOLVES: Manual Mismatch Identification (30-40 min) + Missing Mismatch Indicators

Smart mismatch detection automatically highlights exceptions with red indicators (❌). Users can filter to "Show only Exception Lines" to instantly focus on items requiring attention, eliminating 30-40 minutes of manual scanning for complex invoices.

Invoice line items with automated exception detection showing red X indicators for mismatches
UX Problems Solved:
  • Manual Mismatch Identification: Previously took 30-40 minutes to manually scan 1000+ line items. Now instant with automated detection.
  • Missing Visual Indicators: Red ❌ icons immediately highlight Line Item No Mismatch, Quantity Mismatch, and PO Mismatch
  • No Exception Filtering: "Show only Exception Lines" toggle lets processors focus only on problematic items
  • High Error Rate (45%): Visual highlighting prevents processors from missing discrepancies, reducing errors to 15%
  • Effectiveness Issues: Exception column clearly states the type of mismatch (e.g., "Line Item No Mismatch", "Quantity Mismatch, PO Mismatch")
Impact:

Reduced complex invoice processing time from 30-40 minutes to ~10 minutes (75% improvement) by instantly surfacing exceptions instead of manual line-by-line review.

Side-by-Side Invoice PDF Verification

SOLVES: Dual-System Workflow + No Side-by-Side PO Verification

Revolutionary side-by-side view displaying the original invoice PDF alongside line items data table. Eliminates the need to switch between two separate systems - processors can verify PO details against invoice in a single unified interface.

Side-by-side view showing invoice PDF on right and line items table on left
UX Problems Solved:
  • Required 2 Systems for Verification: Processors had to constantly toggle between Invoice Processor portal and separate PO system. Now unified in single view.
  • No Side-by-Side View: Previously impossible to compare invoice PDF against PO line items simultaneously. Caused context-switching fatigue.
  • Cognitive Overload: Remembering details while switching systems led to errors. Side-by-side view eliminates memory burden.
  • Time Waste (5-10 min per invoice): Constant switching added up to hours daily. Single-screen workflow saves significant time.
  • PO Reference Verification: Can see PO numbers (e.g., PO-00057488, POL-00064747) directly against invoice line items in real-time
Solved Critical Pain Point:

Previously, users had to toggle between two systems constantly. This unified view eliminated context-switching and saved 5-10 minutes per invoice while reducing cognitive load and errors.

Draggable PDF Viewer with Overlay

SOLVES: Effectiveness + User Control Issues

Flexible PDF overlay that users can drag, resize, minimize, and position as needed. Provides full control over workspace layout while maintaining constant access to the original invoice document for reference.

Draggable PDF viewer overlay positioned over invoice line items interface
UX Problems Solved:
  • Effectiveness Issues: Users can now control their workspace - drag PDF to preferred position, resize as needed for different screen sizes
  • Lack of Flexibility: Overlay can be expanded (fullscreen icon), minimized (- icon), or closed (X icon) based on workflow stage
  • PDF Navigation Controls: Built-in zoom (100% dropdown), page navigation (1/5), rotation, and download features
  • Constant Reference Access: PDF stays accessible throughout entire workflow without losing context or switching screens
  • Attachment Management: Shows primary attachment with star indicator, allows switching between multiple attachments (5 total)
User Control:

Users can expand/collapse, drag to reposition, and minimize the PDF viewer based on their workflow needs - providing flexibility for different screen sizes and work preferences.

Sticky Invoice Summary Header

SOLVES: Lost Context While Scrolling + Multi-PO Primary Identification

Persistent header displaying critical invoice metadata (Document Type, AP Ref No, Invoice Date, Total Amount, Vendor, Payment Terms) remains visible while scrolling through long line item lists. Includes quick action buttons (Hide Invoice Summary, Hold, Reject, Resolve) for efficient workflow control.

Invoice detail view with sticky summary header and line items table with exception indicators
UX Problems Solved:
  • Lost Context While Scrolling: Invoice summary (AP Ref No: INV-00005647, Total Amount: INR 23,044, Vendor, etc.) stays visible throughout scrolling - no more scrolling back to top
  • Exception Visibility: Header displays Exception Reason ("Quantity Misma...") prominently so users know the issue before diving into line items
  • Quick Actions Always Available: Hold, Reject, Resolve, and More Actions buttons remain accessible regardless of scroll position
  • Multi-Tab Organization: Invoice Details, PO Reference, Payment Lines, Interaction History, Record History tabs provide clear information architecture
  • Multi-PO Primary Indication: When multiple POs exist (PO-00057488, POL-00064747, etc.), the interface shows all associated POs with clear identification
  • Real-Time Sync Status: Shows requester, owner, and current approver information for transparency across Invoice Processor and Buyer portals
Context Retention:

Users no longer need to scroll back to the top to reference invoice details - critical information stays visible throughout the verification process. This small UX detail was cited by users as one of their favorite improvements.

Final Solution

Key Features & Innovations

Six critical features that transformed the invoice processing workflow

Side-by-Side PO Verification

Unified view displaying purchase order details alongside invoice line items. Eliminated the need to switch between two systems, reducing context-switching and processing time.

Eliminated dual-system workflow

Automated Mismatch Detection

Intelligent system automatically highlights price and quantity discrepancies with color-coded indicators. Reduced 30-40 minute manual searches to instant visual identification.

75% faster exception finding

Intelligent Line Item Comparison

Smart comparison engine that automatically matches invoice items to PO lines, flags exceptions, and provides suggested resolutions based on historical patterns.

Complex invoices: 40min → 10min

Real-Time Portal Sync

Implemented bi-directional sync between Invoice Processor and Buyer portals. Status updates propagate instantly, eliminating delays and TAT escalations.

90% TAT improvement

Primary PO Identification

Clear visual indicators and smart labeling automatically identify and highlight the primary purchase order when multiple POs are referenced, preventing confusion.

Zero multi-PO confusion

Sticky Invoice Summary

Persistent header displaying key invoice details that remains visible while scrolling through long line item lists, maintaining context throughout the workflow.

Improved context retention

Interactive Prototype

Explore the redesigned invoice processing workflow

Interactive Prototype - Click to explore
Click to Launch Prototype
Open Prototype in New Tab
Measurable Impact

Transformative Business Results

The redesign delivered exceptional improvements across operational efficiency, user satisfaction, and business performance—making AP Flow Genpact's highest revenue-generating product.

Processing Time (Simple)
Before
15min
→
After
5min
67% Faster
Time Reduction
Complex Invoice Processing
Before
40min
→
After
10min
75% Faster
Dramatic Efficiency Gain
Error Rate
Before
45%
→
After
15%
67% Reduction
Error Prevention
TAT Performance
Delays
30%
→
Improvement
90%
90% Better
TAT Improvement
100K+
Active Users Globally
30+
Large Enterprise Accounts
60%
Adoption in 3 Months
$2.4M
Annual Cost Savings
#1
Highest Revenue Product at Genpact

Business Impact: Highest Revenue Product

The redesigned AP Flow became Genpact's highest revenue-generating product, deployed across 30+ large enterprise accounts with a user base exceeding 100,000 active users processing millions of invoice records annually.

The dramatic improvements in processing efficiency, error reduction, and user satisfaction directly contributed to increased client retention, new account acquisition, and expansion within existing accounts—solidifying AP Flow as a strategic revenue driver for the organization.

Key Takeaways

Lessons & Reflections

Critical insights from leading enterprise UX transformation as a solo designer

1

UX Evangelism is Part of the Job

In organizations without established UX practice, education and advocacy are as important as design work itself. Facilitating design thinking workshops and demonstrating value through quick wins built stakeholder buy-in that enabled larger transformations.

2

Observe Real Workflows, Don't Just Interview

35+ hours of contextual inquiry revealed pain points that interviews alone would have missed. Watching users struggle with dual-system workflows exposed the true magnitude of inefficiency that stakeholders had normalized.

3

Platform Constraints Drive Creative Solutions

Salesforce's limitations forced me to be more creative and strategic. Working within constraints led to simpler, more focused solutions than if I had unlimited technical flexibility.

4

Quantify Everything

Establishing clear before/after metrics (15min → 5min, 45% errors → 15%) was essential for proving value to stakeholders and securing resources for continued investment in UX.

5

Solo Doesn't Mean Alone

As the solo UX designer, cross-functional collaboration with Operations, Engineering, and Product teams was critical. Building trust and partnership compensated for lack of design team support.

6

Small Changes, Big Impact

The sticky invoice summary header was a simple design decision, but users cited it as one of their favorite improvements. Never underestimate the cumulative impact of reducing small frictions.