IMPROVING DEAL VISIBILITY FOR FILEINVITE
After the work on the conceptual product direction, it became clear that the product could not immediately scale to meet the needs of larger teams (our ICP). The way FileInvite was was initially built was with smaller businesses and workflows in mind. This made it hard for multiple people to coordinate or manage deals (invites) efficiently.
As the sole designer, I led the end-to-end redesign of the Invite Management experience and created a new Roles system based on how lending teams actually worked. I collaborated closely with engineers, Sales, and Customer Success to ensure the new design addressed both customer workflow and business needs. This redesign improved habitual daily engagement by 33% and unlocked first enterprise contracts.
COMPANY
KEY ACTIVITIES
Explorative and evaluative research, Information architecture design, Interaction design, Cross-functional collaboration with engineering and QA.
INDUSTRY
FinTech | US Commercial Lending | SaaS | B2B
DELIVERABLES
Invite management dashboard, Invite roles permissions system, Saved views experience, UX flows and prototypes.
Problem Landscape
The ongoing pivot into the US commercial lending market was a constant learning exercise; particularly how their needs and workflows differed from customers in the Australian mortgage space. The initial "refreshed" UI was optimised only for small teams and low volumes of invites. I undertook this project to align the experience with our customers real workflows and needs.
• DISCOVERABILITY OF INVITES
Fewer filtering options made it hard to find who owned invites, and which invites were high-priority or had outstanding actions required.
• SINGLE INBOX CHAOS
All users, no matter team size, worked on deals (invites) in one space, leading to overwhelm and confusion. There was no separation between different teams or users.
• MANAGER BLIND SPOTS
Managers could not track activity or workload balance across teams within the product. They resorted to capturing this information outside of the product (e.g. Trello, Hubspot).
• SILOED DEAL PROGRESS
Only one “Sender” role received updates on the deal’s progress, leaving others disconnected. There was no way to transfer invite ownership, creating inflexibility.
INVITE MANAGEMENT EXPERIENCE (BEFORE)
Approach
I conducted the redesign as a human-centered, research-led rebuild focused on solving usability and information accessibility issues, while creating a scalable foundation for future enterprise features.
• MAPPED DEAL WORKFLOWS
• SURFACED CRITICAL DEAL INFO
The redesigned Invite Management dashboard needed to make accessible key details like progress of returned documents, overall status, and time of last activity, and key actions like Archive Invite, without extra clicks.
• SLICED WORK FOR INCREMENTAL DELIVERY
Partnered with engineering to slice the work for both the dashboard and roles into smaller releases, allowing faster feedback and stability (see below).
• DEFINED NEW INVITE ROLES
Point of Contact (face of the invite), Assignee (the person leading the work on the deal), and Watcher (notification receiving only), each with tailored access and notifications.
What Shipped & Why it Matters
The launch of the Invite Management dashboard redesign and Invite roles made FileInvite adoptable for teams of any size. It improved visibility of deal metrics, ownership, and engagement while laying the groundwork for future enterprise features.
• MEASURED ENGAGEMENT INCREASE
Daily usage increased by 33% in the month following, showing stronger team and habit adoption. A key signal was lending teams using our dashboard for their internal stand-ups.
• ENTERPRISE READINESS
Multi-user support unlocked enterprise contracts previously blocked by limitations of the original UI. Being able to create saved filter-based 'Views' to separate work was critical.
• UNLOCKED LARGER TEAM WORKFLOWS
Clearer roles and notifications increased collaboration, so teams could work more efficiently. Ownership could be easily transferred between users and later, teams.
• FUTURE-PROOF FOUNDATION
The new modular design would support upcoming feature development and reporting tools (e.g. reporting on time to close, deal closure).
