2024

Receipt Management

Relay is an online business banking and money management platform. Working with 2 PMs and 15+ engineers, I designed the receipt management feature to increase card interchange revenue.

Relay is an online business banking and money management platform. Working with 2 PMs and 15+ engineers, I designed the receipt management feature to increase card interchange revenue.

Role

Lead Designer

Duration

Oct–Dec 2023

Project Type

New Feature (0→1)

Launch

Feb 2024

Platform

Web & Mobile

Outcome

~3,000 receipt uploads per week

In 2023, Relay's business goal was to boost card interchange revenue by increasing the use of Relay debit cards. We hypothesized that a feature allowing customers to attach receipts to Relay debit card transactions directly within the app would attract new customers and increase existing customers' card usage by simplifying bookkeeping and aiding IRS audits.

Working with the team, I designed the receipt management feature where customers can upload receipts to Relay debit card transactions and get reminders to upload a receipt after purchase. As of August 2024, an average of 3,000 receipts are being uploaded weekly, which contribute to increased card interchange revenue.

Notification for cardholders to upload a receipt after purchase

Attaching receipts to transactions in the mobile app

Attaching receipts to transactions in the web app

Receipt Inbox where customers can correct mismatched receipts

Learnings

This project's scope and complexity grew unexpectedly. Initially, we planned to launch with accounting integration, but faced delays.

Looking back, our focus was too narrow, concentrating on specific features like "customers want to upload receipts," instead of addressing the underlying issues. This led to solutions that didn't fully address the real problems because the situations causing them weren't clearly defined.

For example, we limited the feature to card transactions to simplify impact assessment and control scope, excluding ACH and wire payments. However, user testing showed that this limitation forced customers to adopt separate workflows or external apps for non-card transactions, reducing the feature's attractiveness and its potential to draw customers from other banks.

From this project, I've learned the importance of understanding that a feature is not a situation. Defining the situations crystal clear would have helped us make informed decisions about what's in and what's out for scope.

I changed the page to a table layout, so that customers could see crucial information in one place: card type, cardholder, spending limit. Some other improvements include introducing:

  • An interactive card component to make copying card number, expiry date, and CVV more intuitive

  • Bar chart for spend utilization to provide better visual affordance of their spend progress

  • Update copy to be more approachable (e.g. Changing "Access Authorization" to "Shared vs. Individual Card")

  • Letting user customizing the name printed on card

  • Changed mutli

Check out my work with Cards Redesign →