Invoicing Design Solutions & UX Strategy – RSM

At RSM, the development of a comprehensive product solution has been underway for several years. I was brought into the initiative to lead the user experience efforts within the invoicing space—an area critical to both internal operations and client interactions. My role focused on rethinking and redesigning the payment process to create a more seamless, intuitive experience. By addressing both internal and client-facing needs, the goal was to streamline invoicing workflows and improve the overall efficiency and usability of the payment journey.

The goal of this case study is to illustrate how early invoicing concepts—originally developed by external teams—were strategically revisited and refined through collaboration with internal stakeholders and subject matter experts. This process aimed to align design direction with user and business needs, resulting in a streamlined, user-friendly invoicing experience that simplifies and accelerates the payment process.

The first step in the process involved a thorough review of the original invoicing concepts. I collaborated closely with Business Analysts to understand the rationale behind early design decisions and to gather contextual insights that would inform the next phase of work.

With this foundation, we identified and defined the key personas involved in the invoicing experience—both internal team members and client-facing users. These personas served as the basis for mapping user journeys, helping us visualize real-world interactions and pain points within the current process.

Using these journeys as a guide, we partnered with our Accounts Receivable subject matter experts (SMEs) to validate assumptions, gather feedback, and co-design improvements. This collaboration allowed us to refine decisions made during discovery and uncover additional opportunities for enhancing the invoicing experience, ensuring the final solution delivered meaningful value to all user types.

Through extensive analysis and integration of end-user feedback, we successfully designed and delivered an MVP solution that enables users to make invoice payments directly within the MyRSM app—accessible via both desktop and mobile platforms.

This solution offers a significantly improved, user-friendly experience for both internal teams and client-facing users. By prioritizing mobile accessibility as a core element of the design, we expanded the flexibility and reach of the invoicing process, empowering users to manage and complete payments more efficiently, anytime and anywhere.