Self serve invoices.
One hub.
One click download.
One of our top tickets was invoice retrieval. ‘How do I download my invoice?’ was the question of the day. The blocker wasn’t generating invoices; it was access: travellers couldn’t download invoices in-app at all. They had to wait for an email or ask a travel manager. We set the target: a self-serve invoices hub within the travellers account with one-click download.
Discovery & Insights
Admins need a quick way to reconcile and confirm details.
We reviewed years of feedback, surveys, and support conversations to uncover recurring issues around invoice access. Partnering with UX Research, we analyzed patterns in Qualtrics data, email threads, and support logs, then conducted interviews with travellers, arrangers, and admins. This work surfaced clear insights that shaped the foundation for the feature.
Everyone wants to see key info fast; totals, names, dates.
All users expect a one-stop hub, not a hunt through emails or asking their travel manager.
“I hate looking for invoices” — a not so happy client
And so the work begins
Making things too pretty
From rough concepts to refined flows, each iteration, shaped by stakeholder and design reviews, brought us closer to a cleaner, more accessible experience.
Our goals were clear: create multiple access points for travellers, and make invoice data easy to scan at a glance, with the flexibility to dive deeper when needed.
Initially, I made it so clicking the invoice number opened a drawer with more details and a PDF download. It looked nice, but was it necessary? Why be clever? Why add a click and extra work for engineers? Why not add more detail to the table itself? This led to the next version.
Making it simple
Let's add more details to the table and keep it simple without extra clicks. We did this in two ways:
Clicking the checkbox downloads the invoice directly and clicking the invoice number opens the invoice in a new tab with a PDF preview, so users can download it from there. This is standard behaviour.
Data, but make it delightful
Invoices may be data-heavy, but they can still bring delight. So when the new table component launched, it felt like the perfect fit — clearer hierarchy, improved readability, and more invoice data at a glance.
Small feature, big impact
Though the project centered more on data than UI, it was a reminder that even the most functional experiences can bring delight when designed thoughtfully. By surfacing the right information at a glance, we turned a routine task into something faster and more intuitive.
The feature launched recently, and early results are promising: nearly 1,000 users accessed it within the first 24 hours, no negative UI feedback has been reported, and Qualtrics mentions of “can’t find my invoice” have dropped to close to zero.