Background and Challenge

Inbox is a shared email inbox for finance teams that connects to the finance database on AppZen. It uses AI to label emails and compose replies. I designed the initial version as a Chrome extension for MS Outlook and Gmail. While we received positive feedback, there were issues. Many customers used Inbox alongside other systems like ServiceNow for tasks. Some used the email inbox as a task management system, causing confusion in a shared team inbox.

Vision and Transformation

Our vision was to create a standalone product that combines a shared inbox with a task management system, enhanced by AI insights. This integration aimed to make finance team workflows smoother and easier. My role was to identify user needs and integrate them into the product.

Design and Development Process

I spoke with customers to understand their workflows. They received tasks via email and entered them into ServiceNow, which was inconvenient. AI insights from AppZen saved time by showing relevant data or generating email responses. I identified key user stories and designed a system to combine shared inbox and task management functions in one product. I regularly gathered and incorporated customer feedback.

Collaboration and Iterations

I worked with the CEO, CTO, PMs, and engineers to refine the design. My focus was on:

1. Delivering key user stories on time to retain customers and ensure profit.
2. Creating sharable components for consistency across products, aiding quality and customer satisfaction.
3. Securing CEO and CTO buy-in for the new design direction, starting with Inbox and expanding to Autonomous AP and Expense Audit. This required a team effort to update the product experience and address customer needs.

JTBDs Identified and Prioritized

As a finance team member, I need to:

1. Read and reply to emails from a shared inbox.
2. Use AI to sort emails into categories like Invoice, Payment Inquiries, and Statements.
3. Use AI to write responses using financial data.
4. Turn emails into tasks.
5. Assign emails to team members.
6. Track email status.
7. Customize the table view.

Final Design and Implementation

Workbench

• AI categorizes incoming emails and assigns them to team members. Tasks are displayed with category info and assignments.
• Users can customize the table by adjusting column width, visibility, and order.
• Filters can be applied easily, like seeing emails untouched for over 3 days.
• Assignees can be changed easily.

Email Details

• View email content, attachments, and AI-generated categories.
• Use AI-generated responses or write manually.
• Access financial insights from the database.
• Use the chat interface for more information.
• Track changes in assignment and status.
• Use the comments panel for internal discussions.

Other Transactions

• The same design patterns are being applied to other products like Autonomous AP and Expense Audit, ensuring a consistent user experience and easing the work for developers and designers.

Outcome and Business Impact

We retained current users and closed deals with companies like R**** and S******* by improving financial workflows with AI assistance. I also designed the initial AppZen design system and secured CEO and CTO buy-in, enhancing product quality and speeding up new feature releases.