I agree that moving the credit card detail data another level down is not good. Our employees are never going to drill down that far or even realize that you can.
Is that the reason people want Icons? If so you might want to clairify that. To me that would be two seperate things.
The icons are a huge time saver since you can mouse over them to see the receipt, the credit card info, the allocations, the attendees, etc. I'm completely mystified as to how the end user experience has been 'improved' when each transaction requires clicks to not only enter the information as before, but to review each of these items before submitting your report. Our travel teams that submit huge expense reports for hotel stays charged to a credit card are going to be hit hardest by this change. It's not uncommon to have 70 - 80 entries a month that they will have to drill into to double check their allocations or to find one that has to be corrected. All of this feedback was given to Concur during beta testing by multiple testers. So I can only assume Concur decided this is how they want it to work.
I like the new interface and I think it will be easier overall for employees. I am not looking forward to our employees who resist change complaining, but I am glad I can say this is an easier process now.
I just wish we could see all of the changes now so I can start working on new training docs and videos. I think it is frustrating not being able to see the full release that we will be seeing in September now.
Thank you all for your feedback on the new Expense UI! Your comments provide us with a valuable look inside our customer experience. This forum has brought to light a few questions regarding these updates, and I wanted to provide some insight on what thoughts went into these changes.
For the past several years, we have been conducting user research on Concur Expense with existing and new users, including running many usability studies to identify opportunities to improve the current UI. Through that research, we have identified several different types of Concur Expense users and have analyzed the behavior patterns of those user types. Of those user types, the largest group is made up of users who are using Concur Expense for the first time. That group represents your new employees, as well as employees who use Concur Expense so infrequently that each experience is like their first time. As we approached the UI improvements, we kept this group of users in mind.
The new UI is optimized for users who are preparing expense reports. In improving the UI for those users, we focused on key tasks related to adding expense transactions and viewing alerts. Separately, we are developing a redesigned experience for Approvers and Processors, which will put a lot more information at their fingertips. The release date for that redesign is not yet set.
As a Concur administrator, you have the option to configure Payment Type names for your company.
There are several key reasons we have opted not to rely on icons to convey information that is critical to users as they prepare expense reports:
In the current UI, users need to hover over an icon to see the information related to a particular expense. Reviewing source information for multiple expenses on an expense report requires the user to jump from icon to icon, hovering over each, which can be challenging, especially on a tablet. In the new UI, we have consolidated all source information on a single screen that the user can access by clicking on the transaction row. We have formatted the data to make it easier for users to read, and we have moved it all to one place so that it’s not necessary to jump from icon to icon.
In the new UI, we have increased text size and row height, and removed some visual elements, in order to improve clarity for all users, especially those with different sight abilities. Additionally, we have enlarged click/touch targets to improve usability for some users, as well for all tablet users.
With the new UI, we have made improved clarity for new and infrequent users a goal. At times, this involves making trade-offs. On the expense detail page, for example, this means bringing in the receipt image next to the expense details to make it easy for users to efficiently enter the necessary information – which can result in scrolling. For Attendees, for example, it means providing a dedicated screen that gives users plenty of room to add and review attendees –and can result in more clicks. We are continuing to optimize the new experience to achieve the right balance between clarity for new and infrequent users, and efficiency for experienced users.
After some review, I agree that the huge screen view needs to be adjustable. We utilize Snagit on a daily basis to provide quick email instruction to users. If we have to provide 2+ visuals just to accommodate the required scrolling to see the necessary info .... it will be cumbersome. I would love it if they could provide the option. Thanks!!!
Thanks for this, @AshleyB!
I never have thought about the fact that the largest group of users for Concur are new / infrequent users. That is completely true of our organization, and I've not seen it with that perspective before. I appreciate the explanation and agree that it will be better for those users.
All the suggestions I had brought to this discussion are seemingly insignificant in this light, and even if it increases review time for certain functions, that's a minor hindrance at best.
I'll be interested to see the new experience for approvers and processors, and I'm sure it will be just as good as this new UI.
Why would the majority of your users be infrequent or new? Do all your employees work for your company for 4 months and then leave? That seems odd.
For Concur to design their tool around a tiny % of users who are visually impaired or happen to be new to the company is absurd. The people who use it the most are administrators and employees who are frequent purchasers or departmental admins and use the tool almost every day for years.
Here's a suggestion - create a special large type version that can be turned on for individual employees. Leave the type as is for the 99% of us who are not visually impaired and need to be able to work efficiently.
I've noticed that Concur does not seem to be aware that administators Proxy in to employees accounts to do much of their work. We are not "Processors". We are Concur administrators who's full time job is managing Expense and corporate cards.
For me, I'm counting users who only use Concur once a month as infrequent. Their main job function is not in Finance, and they are constantly using other software / websites to accomplish their tasks. Once a month, they get a reminder from our department that their credit card reconciliation is coming due, and they log into Concur for the first time since this happened last month.
I handle support for a few of our finance systems, including Concur, and a very large portion of requests that come in are simple issues that would be easy for someone who uses Concur frequently (i.e. myself, who is in it every day).
In addition, we are hiring roughly 40 new employees each month, and we don't have a huge turnover rate, but we do lose perhaps 5-10 employees a month. With the infrequency of use with our users, and new users coming on all the time, I think this new UI will be great for them to get a handle on how to properly fill out a report. And I think the Payment Type being prominent is much more clear instead of an icon, in terms of communicating what type of expense it is.
In my mind, designing something like this is a boon to our support team, to alleviate simple support requests. Creating an interface where new users, users who don't remember or don't care to learn about the system can function properly will allow us admins to focus on tightening our processes and figuring out better ways to do what we do.