Background
Prudential, a leading insurance and financial services provider, relied on an outdated 20-year-old software and Excel spreadsheets for managing internal expenses across departments. The company identified the need for a more efficient and user-friendly solution to streamline expense tracking and allocation, and to replace the existing system.
Objective
The goal was to design and implement a modern internal expense management software that allows users to easily check expenses, view outstanding balances between departments, and charge different departments accordingly. The biggest challenge was getting employees to adapt to the new software, as they were deeply accustomed to the old system.
Research & Discovery
We began by conducting extensive user research to understand the pain points and frustrations of the current system. Through interviews, surveys, and contextual inquiries, we collected information on the needs, goals, and expectations of potential users. We also analyzed the existing software and spreadsheet system to identify inefficiencies, redundancies, and areas for improvement.
Implementation & Adoption
After the final testing and validation, we rolled out the new expense management software across the organization in a phased approach. We monitored user adoption and satisfaction through usage metrics, surveys, and interviews to identify areas for improvement and further refinement.
Outcome & Results
The new expense management software has been widely adopted across Prudential, resulting in improved efficiency and accuracy in expense tracking and allocation. Users have reported increased satisfaction with the new system, citing its ease of use, comprehensive features, and seamless integration with existing financial systems. This case study demonstrates the importance of user-centered design and continuous iteration in creating a software solution that meets the needs of its users, while also addressing the challenge of transitioning from a familiar but outdated system to a modern, intuitive platform.