Date: August 2015 (Released in August 2016)
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.
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:
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.
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.
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:
Based on all the info in my research, I did several versions of the navigation structure as sitemaps (with current and future features).
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.
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.
For user testing, I wanted to test the following:
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.
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:
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.
‘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