Giving Statements

Giving statements is a tax statement generation feature for Pushpay's administration platform.

Whilst our UX research team handled user testing activities, I led the design work on our interaction model, prototyping and final UI designs for delivery.

Users problem

Pushpay's tax statement feature only allowed users to generate tax statements once a year, forcing users to maintain separate tools for quarterly or custom-date tax statements. This created duplicate work and data inconsistencies throughout the year when sending them to their church givers.

Design solution

To reduce the maintenance of multiple products and improve communication with more accurate financial data for church givers, we updated the existing feature to support quarterly and custom tax statement generation for churches to send out more frequently and accurately.

Userflow for Giving Statements

I led the direction for an improved userflow for Pushpay users. Significant changes to the new user-flow design included:

Redesigning the flow to be 3 steps rather than 5 like it’s original experience
Remove any unneeded links from the UI that are taking users out of the flow
Include past history of the statements generated
Introduced a refined configuration page for customers to set up their preferred way to send out tax statement

Ideation and Prototyping

In the co-design session I ran, I organised my team to complete low fidelity sketches and share between us to increase the range of ideas to help design the prototype for testing.

From 5 rounds of testing, common recurring patterns found included:

The majority of users wanted to preview and download statements before sending out to their givers
Users wanted to be able to customize content for their emails
Loading spinners in the prototype were unclear to indicate how long they have to wait until all statements are generated
Users wanted more options to be able to reach out to givers when statements are finished (e.g SMS, in-app notifications etc)

"It’s definitely improved… Hands down this was much better, much easier to manage and think through. I remember hesitating quite a bit with the other” - Customer quote from user-testing

UX Pin prototype

Co-design sketches

Final UI Design

I utilised our design system to create a consistent visual experience across desktop and mobile. I also helped our development team coding the HTML and CSS/SVG tick animation to appear when statements have been sent successfully.

Mobile UI designs

Pushpay design system:

Compromises we made for our timeline

The biggest challenge I faced was working with a fixed deadline. As we had told our customers in advance that we would have this feature in the market by the beginning of quarter 3, we had to cut back on certain requirements to ensure we met our deadline.

I collaborated regularly with key stakeholders to make sure appropriate discussions were made when we needed to cut back on scope. Examples of where we had to compromise included:

Pausing on adding other communication methods for church givers to know they’ve received their tax statement
Cutting out timeline and auto fill improvements for the launch and add these afterwards
Reducing visual design time by utilising existing components and patterns where possible

Outcome

The feature was successfully launched live and on time to Pushpay’s customers.

Over 150,000 tax statements have been successfully generated with multiple Pushpay users providing positive feedback how the re-design helped save time using multiple tools and improved their outreach to church givers.