ReckonOne navigation redesign


Date: August 2015 (Released in August 2016)
Client: Reckon
Description: Redesign of the Reckon One navigation to be more user friendly.
My Role: User Experience Designer
The Brief: After receiving feedback from users and thinking about the future direction of the product, I decided to start a project to improve the Reckon One navigation.

Discovery and Research

I started by going through feedback from our partners (book keepers/accountants who resell Reckon One), users, as well as talking with others within the Sales & Support departments. I identified the following issues:

  1. The terminology used doesn’t make sense for some sections.
  2. Some menu sections are perceived to be in the wrong place.
  3. The third level navigation is getting missed.

Sitemaps

I then decided to get a more visual understanding of the structure of Reckon One, and to see how users get to the functions that they use – this revealed how buried a number of features are. Then when I added in features from the roadmap, I quickly realised that we would eventually run out of space as more items are added to the first level, and would be especially annoying if used on a tablet. Also the administration drop down that has all the settings items, became humungous.

Sitemap of original structure

Sitemap of original structure

Card sorting

I then did a card sorting exercise to see how users would like to see the menu structure and terminology. As a lot of our partners and end users are in other states or countries, this card sorting activity needed to be done remotely.

Trello exercise

One of the Trello card sorts

Competitor analysis

I looked at our competitors QBO, Xero, MYOB, Sage, Freshbooks, FreeAgent and Saasu as well as a previous navigation structure. A few of the learnings were:

  • Many use breadcrumbs
  • All but one were using a horizontal style
  • Some used 2 levels of dropdown menus which aren’t the best for hand held devices
  • Banking often had it’s own section – I spoke to colleagues who pointed out that this is probably because banking tasks are done very frequently.

Ideation

Based on all the info in my research, I did several versions of the navigation structure as sitemaps (with current and future features).

Iterations of the navigation structure

Iterations of the navigation structure

Once I was happy with the sitemap, I moved into doing sketches of different navigation layouts. Ultimately I decided to go with a vertical design, as this was more accomodating for the amount of menu sections, as well as being better for tablets.

I then began prototyping in Axure.

High fidelity screenshot that was presented to management

I decided to include a screenshot of my prototype in a presentation to some of the members of the management team that I had been asked to do. It was a bit of a gamble, but ultimately I got the support of management around proceeding with this project. I was then asked to work with Johnny Bojaca (Lead Graphic Designer). The menu then became an accordion style that could also be condensed to just icons.

User testing

For user testing, I wanted to test the following:

  • As the menu is able to collapse to just the icons, I wanted to test that the chosen icons represented each section correctly.
  • I also wanted to test that users would know how to use the new navigation to go to a variety of different places, and the new breadcrumb navigation.
  • As well as a few other enhancements such as: the new settings page, sticky footer list screens and the report centre category drop down.

Results

  • The icons for Payroll, banking, and Day to day were unclear. As a result new icons were chosen.
  • Users were easily able to find their way around, and easily understood the other new enhancements.
  • One interesting thing that came up was that users expected that the menu would stick, and not scroll with the page – it needs to have it’s own scroll.

Further feedback that we received about the current horizontal navigation at this time was that users didn’t know where to go to access the BAS and TPAR functions (located in Advisor). We decided to rename it ‘Tax’ so that it became more obvious.

Release preparation

As this was quite a large change to the way that Reckon One works, I needed to make myself available to the business to train, inform and answer questions. I assisted in:

  • Creating TAFE manuals
  • Training for the sales, training and support teams
  • Hosted webinars and face to face presentations for partners and users
  • Reviewing and providing assets for marketing collateral

Results

Majority of functions are now accessible within 2 clicks.
Allowed the front end dev to change from responsive to a fluid layout – something that was wanted for a while by dev.
Functions are a lot more visible, and according to feedback it ‘feels like’ there are more functions, even though we haven’t added any.

After the launch I was told that poor usability/not being user friendly was no longer a reason for churn, and also was no longer a reason to not convert from a trial account to paid. I was also told that the inquiries from small/micro businesses had dropped strongly, and inquiries had increased from small to medium sized businesses.

Feedback

‘Reckon is gradually enhancing Reckon One…a major redesign of its navigation was launched in August making it much easier to find functions and reports.’
Cloud Accounting Buzz

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