ABOUT
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Transforming the internal tool: Faster Onboarding, Fewer Errors
Billhop AB's platform includes an internal administrative tool that supports a range of functions for multiple teams. One of these teams—the client operations team—uses the tool to onboard and manage corporate clients. A key feature of the tool is its ability to configure settings for both clients and their users, ensuring that each client's unique requirements are met through a centralised, user-friendly interface.
Location
Stockholm, Sweden
Industry
Fintech, SaaS
Role
Sole Product Designer
Methology
Closed Card Sorting, Low-fi wire framing, Hi-fi wire framing
Reduced time by
32%
Reduced errors by
43%
PROBLEM
Billhop AB’s client operations team is the engine that keeps corporate clients happy and engaged. But their daily reality was anything but smooth: scattered settings, convoluted workflows, and constant manual fixes slowed them down and introduced costly errors.
"We spend way more time than we should just to find the right setting for each client."
- CLIENT OPERATIONS AGENT
BEFORE VS. AFTER: Settings page
BEFORE VS. AFTER: User Journey
Revamped User Journey: Faster, Simpler Onboarding
By examining the entire user journey—not just the settings page—we streamlined the process of adding new clients:
We began by piloting each new feature with a small group of experienced team members, quickly identifying issues like mislabelled fields and unclear navigation. Focusing on one improvement at a time (e.g., rule-copying or streamlined forms) allowed us to gauge its direct impact on real-world tasks such as onboarding or fee setup.
Throughout the process, we held regular check-ins with stakeholders and tracked key metrics—onboarding time, error rates, user satisfaction, and support tickets—to validate whether each enhancement was delivering results.
Once pilot groups confirmed the stability and value of a feature, we expanded it to the entire team. Even after full deployment, we continued collecting feedback to plan future updates, ensuring the redesigned interface remains both user-friendly and adaptable.
04. TEST & ROLL OUT
After defining our priorities and prototyping key features, we adopted an incremental release strategy to ensure a smooth transition for the client operations team:
HOW WE GOT THERE: THE DESIGN PROCESS
03. IDEATE & PROTOTYPE
With clear objectives in mind, I crafted low-fidelity prototypes to address the most pressing issues. These included a dedicated, full-page layout for settings, as well as an integrated rules workflow that provided context and guidance without forcing users to toggle between screens. Regular feedback loops with the client operations and product teams helped refine these concepts, ensuring they were both user-friendly and technically feasible.
To ensure we weren’t reinventing the wheel—These four examples showcase best practices like progressive disclosure, clear navigation, and user guidance, all of which help minimise errors, reduce cognitive load, and enhance the overall user experience.
01. EMPATHISE & DISCOVER
I began by conducting a dedicated workshop with the client operations team—those who live and breathe the Admin UI every day. Through candid discussions and real-time walkthroughs, I uncovered key pain points. Their direct feedback formed the foundation for understanding what truly mattered in day-to-day operations and set the stage for actionable design goals.
02. DEFINE & PRIORTISE
Armed with insights from the workshop, I turned to card sorting and benchmarking to analyse how other platforms organise similar administrative features. This revealed that users naturally grouped settings by workflow stages—onboarding, verification, and maintenance—rather than technical functions. Collaborating with stakeholders, I then prioritised the features that would yield the highest impact first, ensuring we tackled the most urgent user frustrations without getting bogged down by less critical tasks.
How We Used These Insights
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High-Agreement Categories: Certain groups (e.g., “Authentication & Password”) reached over 80% agreement, confirming their intuitive labels.
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Overlap in Billing vs. Payment: Moderate agreement scores suggested confusion between “Billing” and “Fee & Payment,” prompting us to refine or merge labels.
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Outlier Items: Some settings (e.g., “entityBankingPartner”) lacked consensus, indicating a need for renaming or added context.
Using these insights, we consolidated similar categories, clarified ambiguous terms, and introduced a more hierarchical structure.
KEY TAKEAWAYS
Incremental Rollouts Prevent Overwhelm: By introducing features in quick-win sprints, we maintained stability, gathered focused feedback, and validated each improvement before scaling up.
Clear Structure Reduces Errors: Logical categorisation and progressive disclosure significantly lowered the risk of misconfiguration, boosting efficiency and user confidence.
Data-Driven Decisions Guide Success: Tracking onboarding times, error rates, and user satisfaction at each stage helped us course-correct quickly and prove tangible value to stakeholders.
Thank you for reading!
Would you like to know more? Connect with me on Linkedin, or send me a message below.
