Modernizing invoice management for the Nordic market leader
Ropo collaborated with Nordkapp during 2023-24 to redesign their end customer portal for invoice and payment management. Nordkapp was briefed on improving their end customer interface and building a new Message Center which would help significantly reduce the load on the current customer service staff. By mapping out several user stories and invoice statuses, the task was to simplify the invoice flows and improve the payment status visualization. The project kicked off by gathering internal and external insights on Ropo's services, customer experience and brand promise sometime around Q4 in 2023. The first project results started coming alive in Q1-2024.
Two billion invoices are sent each year in the Nordic region. In Europe, the figure is 40 billion. A large number of invoices is still sent in paper format and usually companies have multiple partners for the process, which leads to lack of control and inefficient processes. Ropo helps companies unify and streamline their invoicing. They streamline processes and provide full visibility into invoicing and payment data, which makes it easier to manage finances, improve customer experience and optimize cash flow. Ropo is the market leader in the Nordic countries, with clients in Finland, Norway, Sweden, and Denmark.
Strategic Approach
All hands on deck
The project began with conducting a two-day workshop in Kuopio, Finland – Ropo’s head office. The benefits of conducting in-person workshops significantly improved the communication and increased the inherent trust in the design process amongst the participating stakeholders. The preparatory work involved understanding the current scenario of the service, benchmarking relevant in-category and cross-category competitors and bringing together the relevant stakeholders required through the process. The two days in hand were efficiently used to map the entire service and co-design the Information Architecture alongside the technical and business development teams. Additionally, the time was used to prioritize the key features and break down the several invoice statuses which would eventually guide the overall user experience.
Conducting a two-day workshop at the client's premises in Kuopio, Finland
Design Phase
An iterative and collaborative approach with the client
We conceptualized the first version of the new service based on customer feedback, metrics collected from the service, and customer interviews compiled by the customer. We selected the most important perspectives and especially prioritized clarifying the life cycle of invoices and the status of payments as our primary goal. With this, we aimed to ensure that the proportion of activities performed in self-service increases and customer service contacts decrease. Nordkapp’s focus was on redesigning the user journey, building several prototypes that were validated iteratively with the client, building the entire UX of the service and laying the groundwork for a future design library.
Visualising the different payment statuses based on the invoice generation
Impact
Increased NPS and reduced response volume
The overall UX redesign and development led to significant improvements: the service's NPS increased from 29 to 40, while monthly customer service requests dropped by 30% from 11,000 to 8000, demonstrating significant gains in both user satisfaction and operational efficiency.
