MAKING Invoicing a Growth LEVER
Role
Design Lead @ Temper EU
Industry
Human Resources
MY ROLE
Research & Discovery
Design Management
Data Analysis
UX Engineering
Workshop Facilitation
TEAM
Senior PM
EM
2x Front-End Engineers
3x Back-End Engineers
Visual Designer
Stakeholders
CEO
Account Management
Finance & Legal
Compliance
Tax Auditors
TL;DR
Temper’s invoicing system became a growth blocker. It was neither reliable, nor compliant, and unable to support enterprise needs. I co-led a migration to revamp invoicing as a flexible micro-service for retention and new business verticals. Our solution led to:
99.99%
Invoice success rate improved from 71%
100%
compliance across invoicing flows
+27%
conversion among finance users
+€12,1m
projected ARR from new businesses unlocked
Disclaimer: Confidential information has been omitted or obfuscated. This case reflects my own perspective and does not necessarily represent the views of Temper.
CONTEXT
We like your product and have no major issues with it, but your Invoicing is shit. – Churned Major Enterprise Client
Temper’s invoicing system is an outdated monolith. It’s messy, not compliant, and can’t handle upgrades.
Enterprise clients are complaining and many have churned. Invoicing was a system that everyone understood, and used differently.
Challenges:
Millions in ARR decrease 2% Y+1 reinforced decrease
71% error rate 90% for Enterprise
Increased Enterprise Churn, many only for Invoicing
Limited access to Business verticals for Invoicing
YoY worked hours analysis
Outcome:
Rebuild the invoicing system through small, lean releases to create a customizable payment experience that boosts retention and supports growth, at 0 friction.
OST from Stakeholders workshop
Snippers from the strategy deck
FOUNDATION
We planned a migration strategy to move clients at minimal friction, while experimenting solutions and minimising risk.
Everyone had to know what is happening. We trained the teams, iterated frequently, and migrated gradually.
Invoicing should no longer be a challenge for growth
Frontline work clients come from various verticals, each with a unique invoice profile. Flexibility is the only way.
Agenda for AM and CS teams
Mapping of the Checkout & Pay ecosystem
Everyone can understand Invoices differently, but everyone should use it the same.
Bringing all stakeholders into a unified vision was hard and critical. There’s work for everyone.
First UI iterations
MOVE
The Financial overview section was redesigned with efficiency, flexibility and education in mind.
We rebuilt invoicing to support multiple business models within a single, coherent structure. The system was organized around four pillars:
Billing Profiles
An opt-in model defining when invoices are generated, who receives them, and what they contain.Financial Overview
A redesigned overview focused on clarity and education, giving clients visibility into spend and behavior.Invoice Management
Scalable tools for finance users to manage references, notes, and compliance needs.Credit Management
Centralized handling of credits across enterprise companies and branches.
This structure supported diverse verticals, from events to construction and frontline work, without branching into custom logic per client.
Billing Profiles
An opt-in model defining when invoices are generated, who receives them, and what they contain.
Insights we got
40% did not feel safe only seeing the Company name when creating a profile.
So we added the existing company in the create Billing profile work
Most clients set email recipients on a general company level.
So we moved Email recipients to Companies & branches instead of customising it as well.
Financial Overview
Data overview to share insights on spendings, breakdown, and financial behavior on Temper.
Insights we got
70% of the clients asked for more granular insights.
So followup sessions were planned with clients and Account Managers to discover perceived value in Financial Overview.
Cost breakdown was useless for many, and a winner for some So we kept it 🤷♂️
Invoice Management
Extra tools for Finance users to manage their references, adding custom notes and references.
Content
Final UI iterations
FOUNDATION
+€12,1M MRR
This projection is driven by our ability to attract and retain clients events, and construction sector.
27% conversion
For Finance users due to added insights and information on spending behavior.
100% compliance
We achieved a remarkable improvement in the reliability of our invoicing system, increasing the success rate from 71% to 99.90%.
NEXT STEPS
Credit Management
New section to manage credits across Enterprise branches and companies.
Streamline Checkout
New section to manage credits across Enterprise branches and companies.