APRIL 2024
APRIL 2024
APRIL 2024
APRIL 2024
Enhanced Per diem management
Enhanced Per diem management
Enhanced Per diem management
Led the redesign and release of the per diem management experience, enabling admins to set up region-specific, compliant rates 2x faster while cutting down unnecessary reimbursements.
Led the redesign and release of the per diem management experience, enabling admins to set up region-specific, compliant rates 2x faster while cutting down unnecessary reimbursements.
Led the redesign and release of the per diem management experience, enabling admins to set up region-specific, compliant rates 2x faster while cutting down unnecessary reimbursements.
Role
Role
Role
Role
Lead product designer
Lead product designer
Lead product designer
Lead product designer
Responsiblity
Responsiblity
Responsiblity
Responsiblity
Research
Cross functional collaboration
Wireframing & Prototyping
Stakeholder alignment
Research
Cross functional collaboration
Wireframing & Prototyping
Stakeholder alignment
Research
Cross functional collaboration
Wireframing & Prototyping
Stakeholder alignment
Research
Cross functional collaboration
Wireframing & Prototyping
Stakeholder alignment
TimeLine
TimeLine
TimeLine
TimeLine
4 months
4 months
4 months
4 months
Introduction
Introduction
Introduction
As the product was being adopted by organisations across various regions, we began to hear from our customers about enhancing the per diem capabilities of our product. Per diems are critical for any organisation with traveling employees. Zoho Expense needed an updated per diem configuration module that keeps businesses compliant with diverse regional rules.
We had to redesign both the admin and employee experience, it included both the web and mobile native experience so that employees could create per diem expenses on the go.
As the product was being adopted by organisations across various regions, we began to hear from our customers about enhancing the per diem capabilities of our product. Per diems are critical for any organisation with traveling employees. Zoho Expense needed an updated per diem configuration module that keeps businesses compliant with diverse regional rules.
We had to redesign both the admin and employee experience, it included both the web and mobile native experience so that employees could create per diem expenses on the go.
As the product was being adopted by organisations across various regions, we began to hear from our customers about enhancing the per diem capabilities of our product. Per diems are critical for any organisation with traveling employees. Zoho Expense needed an updated per diem configuration module that keeps businesses compliant with diverse regional rules.
We had to redesign both the admin and employee experience, it included both the web and mobile native experience so that employees could create per diem expenses on the go.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information. All information displayed here are my own and does not necessarily reflect the views of Zoho.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information. All information displayed here are my own and does not necessarily reflect the views of Zoho.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information. All information displayed here are my own and does not necessarily reflect the views of Zoho.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information. All information displayed here are my own and does not necessarily reflect the views of Zoho.
Process
Process
Process
We did a comprehensive study based on our customer feedback of the existing per diem flow, our competitors across various regions and finally we had to study the per diem compliances of over 25+ countries, primarily European. This helped us identify the gaps that we had to fill in order to provide a comprehensive per diem management system.
We did a comprehensive study based on our customer feedback of the existing per diem flow, our competitors across various regions and finally we had to study the per diem compliances of over 25+ countries, primarily European. This helped us identify the gaps that we had to fill in order to provide a comprehensive per diem management system.
We did a comprehensive study based on our customer feedback of the existing per diem flow, our competitors across various regions and finally we had to study the per diem compliances of over 25+ countries, primarily European. This helped us identify the gaps that we had to fill in order to provide a comprehensive per diem management system.
Key findings & Goals
Key findings & Goals
Key findings & Goals
After completing our follow ups with support teams, and going through the mountains of per diem documentations we found the following problems that needed user centric solutions
Quick way to import per diem rates defined by the local bodies. As of now admins were manually importing the per diems and setting it up and they needed an easy way to setup their per diems.
Support for complex rules and greater flexibility. The current setup did not allow much space for large organisations to make changes and have complete control over their per diem rates and rules, so we had to enhance it.
Broken employee experience. Employees did not have a proper way to enter their journey details in order to generate their per diem expenses.
After completing our follow ups with support teams, and going through the mountains of per diem documentations we found the following problems that needed user centric solutions
Quick way to import per diem rates defined by the local bodies. As of now admins were manually importing the per diems and setting it up and they needed an easy way to setup their per diems.
Support for complex rules and greater flexibility. The current setup did not allow much space for large organisations to make changes and have complete control over their per diem rates and rules, so we had to enhance it.
Broken employee experience. Employees did not have a proper way to enter their journey details in order to generate their per diem expenses.
After completing our follow ups with support teams, and going through the mountains of per diem documentations we found the following problems that needed user centric solutions
Quick way to import per diem rates defined by the local bodies. As of now admins were manually importing the per diems and setting it up and they needed an easy way to setup their per diems.
Support for complex rules and greater flexibility. The current setup did not allow much space for large organisations to make changes and have complete control over their per diem rates and rules, so we had to enhance it.
Broken employee experience. Employees did not have a proper way to enter their journey details in order to generate their per diem expenses.
User journey with the problems discovered.
User journey with the problems discovered.
User journey with the problems discovered.
User journey with the problems discovered.
Key solution 1 : One click import
Key solution 1 : One click import
Key solution 1 : One click import
During our research we discovered the most small and mid sized companies preferred to use the per diem rates prescribed by the government, so we wanted to provided a quick way to import these rates.
Admins can click on import rates, select the country for which they want to setup the per diem and just like that all the rates would be imported into Zoho Expense.
During our research we discovered the most small and mid sized companies preferred to use the per diem rates prescribed by the government, so we wanted to provided a quick way to import these rates.
Admins can click on import rates, select the country for which they want to setup the per diem and just like that all the rates would be imported into Zoho Expense.
During our research we discovered the most small and mid sized companies preferred to use the per diem rates prescribed by the government, so we wanted to provided a quick way to import these rates.
Admins can click on import rates, select the country for which they want to setup the per diem and just like that all the rates would be imported into Zoho Expense.
One click import for per diem rates
One click import for per diem rates
One click import for per diem rates
One click import for per diem rates
Key solution 2 : Comprehensive rule engine
Key solution 2 : Comprehensive rule engine
Key solution 2 : Comprehensive rule engine
This feature is for admins who would like to setup custom rules and per diem allowances. The previous version had support only for travel hours and only support for components. We built a new rule configuration page and also support for supplementary allowance that can help admins setup complex rules based on number of days, time, hours and more.
This feature is for admins who would like to setup custom rules and per diem allowances. The previous version had support only for travel hours and only support for components. We built a new rule configuration page and also support for supplementary allowance that can help admins setup complex rules based on number of days, time, hours and more.
Per diem Rules, component and supplements
Key solution 3 : Employee Experience
Key solution 3 : Employee Experience
Key solution 3 : Employee Experience
We designed a new flow for mobile that would let employees enter their travel details and quickly calculate the per diem allowances, they can select the components they need allowance for and calculate the final per diem allowance.
We designed a new flow for mobile that would let employees enter their travel details and quickly calculate the per diem allowances, they can select the components they need allowance for and calculate the final per diem allowance.
We designed a new flow for mobile that would let employees enter their travel details and quickly calculate the per diem allowances, they can select the components they need allowance for and calculate the final per diem allowance.
Mobile app for employee experience
Impact
Impact
Impact
Finally we were able to roll it out to the public and see the reduction in setup times, this new flow made the setup about 2x faster and also reduced the need for reimbursements. Employees were also able to create per diem expenses that matched their travel itinerary exactly.
Finally we were able to roll it out to the public and see the reduction in setup times, this new flow made the setup about 2x faster and also reduced the need for reimbursements. Employees were also able to create per diem expenses that matched their travel itinerary exactly.
Finally we were able to roll it out to the public and see the reduction in setup times, this new flow made the setup about 2x faster and also reduced the need for reimbursements. Employees were also able to create per diem expenses that matched their travel itinerary exactly.
Enhanced user journey with the implemented solutions.
Enhanced user journey with the implemented solutions.
Enhanced user journey with the implemented solutions.
Enhanced user journey with the implemented solutions.
Failed iterations
Failed iterations
During the course of this entire feature enhancement we did multiple sprints of wireframing and rapid prototyping to come up with the best possible solution that scaled well for almost all regions in the world. Below are some of the iterations we did, found out that it was not scalable for other regions and ended up scraping it up.
During the course of this entire feature enhancement we did multiple sprints of wireframing and rapid prototyping to come up with the best possible solution that scaled well for almost all regions in the world. Below are some of the iterations we did, found out that it was not scalable for other regions and ended up scraping it up.
During the course of this entire feature enhancement we did multiple sprints of wireframing and rapid prototyping to come up with the best possible solution that scaled well for almost all regions in the world. Below are some of the iterations we did, found out that it was not scalable for other regions and ended up scraping it up.
Iteration 1 : Scaling only for germany
Iteration 1 : Scaling only for germany
When we took up the per diem enhancement exercise, the initial requests were from Germany. The admins wanted to configure per diems that were compliant with the German laws. With this task in hand, we analysed the per diem for Germany and jumped into wireframing.
Germany had pretty straight forward rules. It was based on travel hours which was already supported by Zoho Expense, the only problem was it was not at each city level. They also needed support for supplementary allowances. So we thought, let's just move it to city level, add supplementary allowance and release it.
As soon as we built it, we received requests from other regions as well and we ended up discovering that it did not scale for those regions. It was also tedious to setup the per diem rate for each city every single time and a headache to manage it.
When we took up the per diem enhancement exercise, the initial requests were from Germany. The admins wanted to configure per diems that were compliant with the German laws. With this task in hand, we analysed the per diem for Germany and jumped into wireframing.
Germany had pretty straight forward rules. It was based on travel hours which was already supported by Zoho Expense, the only problem was it was not at each city level. They also needed support for supplementary allowances. So we thought, let's just move it to city level, add supplementary allowance and release it.
As soon as we built it, we received requests from other regions as well and we ended up discovering that it did not scale for those regions. It was also tedious to setup the per diem rate for each city every single time and a headache to manage it.
When we took up the per diem enhancement exercise, the initial requests were from Germany. The admins wanted to configure per diems that were compliant with the German laws. With this task in hand, we analysed the per diem for Germany and jumped into wireframing.
Germany had pretty straight forward rules. It was based on travel hours which was already supported by Zoho Expense, the only problem was it was not at each city level. They also needed support for supplementary allowances. So we thought, let's just move it to city level, add supplementary allowance and release it.
As soon as we built it, we received requests from other regions as well and we ended up discovering that it did not scale for those regions. It was also tedious to setup the per diem rate for each city every single time and a headache to manage it.
When we took up the per diem enhancement exercise, the initial requests were from Germany. The admins wanted to configure per diems that were compliant with the German laws. With this task in hand, we analysed the per diem for Germany and jumped into wireframing.
Germany had pretty straight forward rules. It was based on travel hours which was already supported by Zoho Expense, the only problem was it was not at each city level. They also needed support for supplementary allowances. So we thought, let's just move it to city level, add supplementary allowance and release it.
As soon as we built it, we received requests from other regions as well and we ended up discovering that it did not scale for those regions. It was also tedious to setup the per diem rate for each city every single time and a headache to manage it.
Scaling per diem rate for Per diem
Failed Iteration 2 : The domestic and international approach
Failed Iteration 2 : The domestic and international approach
After learning that our screens did not scale for countries other than Germany, we sat down and studied the compliances of few other European countries as well. We identified the problem in our previous iteration and now we were equipped with information to build a more scalable per diem management system.
While analysing the per diems of these European countries, we found out this pattern where the rules were split between the domestic and international cities. So we decided to support 2 per diem setup for each region, one for domestic and one for international. During this time we also improved our rule engine and provided support for complex rules as well. This time we also solved the individual city setup problem and provided a way to setup rates in bulk.
Admins would be able to configure rules for domestic and international cities and they can be quickly setup. Now we thought that it was done and ready to release.
During our testing phases, we discovered that enterprise customers made changes to the per diem rules and rates as per their requirements. So this domestic and international split was not scalable as each enterprise had their own per diem allowance and preference.
This problem did not surface in the first iteration since the rates and rules were defined at each city level giving the admins the highest possible level of flexibility, now that we had grouped them as domestic and international rates it did not scale.
After learning that our screens did not scale for countries other than Germany, we sat down and studied the compliances of few other European countries as well. We identified the problem in our previous iteration and now we were equipped with information to build a more scalable per diem management system.
While analysing the per diems of these European countries, we found out this pattern where the rules were split between the domestic and international cities. So we decided to support 2 per diem setup for each region, one for domestic and one for international. During this time we also improved our rule engine and provided support for complex rules as well. This time we also solved the individual city setup problem and provided a way to setup rates in bulk.
Admins would be able to configure rules for domestic and international cities and they can be quickly setup. Now we thought that it was done and ready to release.
During our testing phases, we discovered that enterprise customers made changes to the per diem rules and rates as per their requirements. So this domestic and international split was not scalable as each enterprise had their own per diem allowance and preference.
This problem did not surface in the first iteration since the rates and rules were defined at each city level giving the admins the highest possible level of flexibility, now that we had grouped them as domestic and international rates it did not scale.
After learning that our screens did not scale for countries other than Germany, we sat down and studied the compliances of few other European countries as well. We identified the problem in our previous iteration and now we were equipped with information to build a more scalable per diem management system.
While analysing the per diems of these European countries, we found out this pattern where the rules were split between the domestic and international cities. So we decided to support 2 per diem setup for each region, one for domestic and one for international. During this time we also improved our rule engine and provided support for complex rules as well. This time we also solved the individual city setup problem and provided a way to setup rates in bulk.
Admins would be able to configure rules for domestic and international cities and they can be quickly setup. Now we thought that it was done and ready to release.
During our testing phases, we discovered that enterprise customers made changes to the per diem rules and rates as per their requirements. So this domestic and international split was not scalable as each enterprise had their own per diem allowance and preference.
This problem did not surface in the first iteration since the rates and rules were defined at each city level giving the admins the highest possible level of flexibility, now that we had grouped them as domestic and international rates it did not scale.
After learning that our screens did not scale for countries other than Germany, we sat down and studied the compliances of few other European countries as well. We identified the problem in our previous iteration and now we were equipped with information to build a more scalable per diem management system.
While analysing the per diems of these European countries, we found out this pattern where the rules were split between the domestic and international cities. So we decided to support 2 per diem setup for each region, one for domestic and one for international. During this time we also improved our rule engine and provided support for complex rules as well. This time we also solved the individual city setup problem and provided a way to setup rates in bulk.
Admins would be able to configure rules for domestic and international cities and they can be quickly setup. Now we thought that it was done and ready to release.
During our testing phases, we discovered that enterprise customers made changes to the per diem rules and rates as per their requirements. So this domestic and international split was not scalable as each enterprise had their own per diem allowance and preference.
This problem did not surface in the first iteration since the rates and rules were defined at each city level giving the admins the highest possible level of flexibility, now that we had grouped them as domestic and international rates it did not scale.
The domestic international approach
Lessons learnt
Lessons learnt
Working on this feature release was such a big learning experience for me since this was one of my major releases, and that to related to compliance. Having to read through pages and pages of documents to understand was overwhelming but ended up being helpful.
After working on this feature, I understood how big and complicated compliances can be and how difficult it is to design solutions that is scalable for various compliances. We jumped the guns a couple of times and learnt it the hard way about how designs should be scalable.
Working on this feature release was such a big learning experience for me since this was one of my major releases, and that to related to compliance. Having to read through pages and pages of documents to understand was overwhelming but ended up being helpful.
After working on this feature, I understood how big and complicated compliances can be and how difficult it is to design solutions that is scalable for various compliances. We jumped the guns a couple of times and learnt it the hard way about how designs should be scalable.
Working on this feature release was such a big learning experience for me since this was one of my major releases, and that to related to compliance. Having to read through pages and pages of documents to understand was overwhelming but ended up being helpful.
After working on this feature, I understood how big and complicated compliances can be and how difficult it is to design solutions that is scalable for various compliances. We jumped the guns a couple of times and learnt it the hard way about how designs should be scalable.
Working on this feature release was such a big learning experience for me since this was one of my major releases, and that to related to compliance. Having to read through pages and pages of documents to understand was overwhelming but ended up being helpful.
After working on this feature, I understood how big and complicated compliances can be and how difficult it is to design solutions that is scalable for various compliances. We jumped the guns a couple of times and learnt it the hard way about how designs should be scalable.
Future enhancements
Future enhancements
We are committed to continuously enhance the per diem management workflow and make it easier for admins to setup and manage per diem rates. We want to build systems that would automatically update the rates based on the government prescribed rates and also additional ways to enhance and streamline the employee experience.
We are committed to continuously enhance the per diem management workflow and make it easier for admins to setup and manage per diem rates. We want to build systems that would automatically update the rates based on the government prescribed rates and also additional ways to enhance and streamline the employee experience.
We are committed to continuously enhance the per diem management workflow and make it easier for admins to setup and manage per diem rates. We want to build systems that would automatically update the rates based on the government prescribed rates and also additional ways to enhance and streamline the employee experience.
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