Redesigning invoice processing for 100,000+ people who never asked for design.
As solo UX designer, I rebuilt Genpact's Salesforce-based accounts payable platform for Fortune 500 clients — introducing user-centered design to an organisation that had never worked that way before.
Overview
AP Flow was Genpact's accounts payable platform for Fortune 500 companies, built on Salesforce. Invoice processors were losing time to constant context-switching between systems, manual mismatch checks, and a workflow that hadn't been designed around how the work actually happened — it had grown around what the platform could technically do.
Working solo, without an existing design practice to lean on, I owned research, design, and stakeholder buy-in end to end — and had to make the case for design thinking itself along the way.
Research
I spent 35+ hours observing invoice processors directly and interviewed 20+ of them across accounts to understand where time and accuracy were actually being lost — not where the platform's original spec assumed it would be lost.
- Processors were manually cross-referencing purchase orders against invoice line items in separate windows.
- Mismatches were caught late, after significant manual re-checking, rather than flagged as they occurred.
- Multi-PO invoices had no clear signal for which purchase order was primary.
- Context — scroll position, selected line items — was lost constantly during review, forcing re-work.
Solution
The redesign centered on removing context-switching and surfacing exceptions automatically, rather than relying on processors to catch them manually.
- Side-by-side PO verification — purchase order and invoice shown together, eliminating window-switching.
- Automated mismatch detection — line-item discrepancies flagged with visual indicators instead of manual comparison.
- Real-time sync between the Invoice Processor and Buyer portals, removing stale-state confusion.
- Intelligent primary PO identification for multi-purchase-order invoices.
- Persistent context preservation while scrolling through line items.
- Visual exception highlighting using consistent colour coding for fast triage.
Impact
The redesign turned AP Flow into Genpact's highest-revenue product — and proved the value of design thinking to an organisation that hadn't previously invested in it.