Hiflow

PRODUCT
Migrate and improve an invoicing process, from desktop to a mobile app.

METHODOLOGY
UR: data analysis + interviews
Testing: usability + accessibility


Re-branding: police, font, colors

Brief

Hiflow is a B2B transportation service helping car dealers move cars with the help of independent drivers.

As they scale across Europe, I was tasked with improving how drivers handle invoices and expenses—migrating from an outdated web process to a cleaner, mobile-first experience.

Process : from discovery to delivery

Research key findings

I interviewed 6 drivers and the invoicing team, involving operations and data teams from day one.

The key user fears I discovered are as follows:

  • Company rules: Fear of the consequences of Hiflow's strict rules (e.g., late payment) if tasks are not completed properly

  • Missing important info: Fear of forgetting to validate a mission or inputting an invoice number

  • Losing a receipt: Fear of short-term consequences (e.g., expense refusal) or long-term (e.g., tax issues)

  • Paperwork: Fear of accumulation

  • Hiflow’s priority persona is a 35 years old driver living in the suburbs of Paris.

    • He started working with Hiflow on the side, but his activity rapidly evolved into his main source of income.

    • His objective is to manage his expenses before, during and after his trips.

    • He understands Hiflow's strict rules and appreciates them as much as he fears them, and so, needs a way to avoid him from making any administrative error.

Solution

DEFINITION
A fast, efficient and smooth process to achieve his objective. An entire new and functional user flow, available before, during and after his trips.

  • An entire new user flow that enables the driver to manage his expenses and invoices directly from his mobile app at all times - before, during and after his trips

  • For users: A thorough system status made of notifications, warnings, reminders and signals to avoid errors and ensure timely payments

    For Hiflow: A decrease in user calls and incorrect invoices that stagnate in the backlog

  • A new way to request extra expenses directly from his phone, as well as a brand new way of getting a glimpse into his earnings

eg. FUNCTIONAL

eg. PAIN RELIEVER

eg. GAIN CREATOR