Thank You for the Feedback!

Kelly
Kelly Reckon Staff, R&D Posts: 6 Reckon Staff
edited January 31 in Reckon One

Hi Everyone 👋

We’d like to start by thanking each of you who have sent through feedback, completed surveys, attended research sessions, and/or contacted us throughout 2024 via various platforms; such as the Reckon Community, reaching out to the Support Team, and even leaving reviews on independent review sites. We read through everything, in our quest to provide a stellar customer experience, and create products which work for and support our customers.  

  

🤩 Your feedback helps us provide a better customer experience 

At Reckon, we are committed to continuously improving our support experience, and one of the key ways we do this is by carefully analysing the feedback we receive from our customers.

Over the years, we’ve heard that the speed of resolution for email support could be faster due to the back-and-forth nature of communication. In response, we introduced web tickets, which allow us to capture all the necessary information upfront. This has enabled us to resolve issues more quickly and efficiently. We also introduced live chat support into Reckon One so you can receive seamless real time support within the product!

Another valuable piece of feedback we’ve received is the need for easier access to support resources. To address this, we’ve worked hard to transform the Reckon Community into a comprehensive hub for all your support needs. Whether you're looking for help articles, how-to videos, webinars, important announcements, or even the option to ask your own questions, you’ll find everything in one convenient place. 

We’re always looking for new ways to enhance our support experience, and your input plays a vital role in that process. If you have feedback, please take a moment to complete the survey that will be sent to you after your support case is resolved. Your insights help us continue to improve and provide the best possible service. 

 

🚀 Your feedback also guides our product roadmap 

When we go through the feedback we receive, we prioritise based on a few factors, including popularity and frequency (how many people are asking for this), impact (how can we create the greatest positive impact on the task you are trying to achieve, for the greatest number of customers), and time (is there a timeframe e.g. ATO compliance deadlines; and how long will it take us to make the change). We encourage you to be a part of discussions on the Community, fill out the surveys we send out, and keep sending through your feedback. In 2024, we facilitated a lot of customer research - ranging from quick, one-question surveys; through to hour sessions giving feedback on proposed designs.   

  

🙌 Your feedback directly influencing changes with Reckon One Invoices 

One of the biggest projects we’ve been working on lately is updating the Invoices section of Reckon One. We prioritised this work due to the number of customers asking us for improvements, as well as knowing that receiving cash flow is critical to your business. We want our products to best support your business, and this is a big one. Hear how your feedback shaped this project, from Reckon One Product Manager Ifti, and Senior Product Designer Valentina:  

 

🔎 Identifying the Problem 

We started the Invoices project with a thorough listening process to identify the key frustrations our customers were experiencing. Recognising the critical role that Invoices play as the most utilised feature of Reckon One, we began by analysing various data points, including: 

  • analysing Net Promoter Score (NPS) responses and 2024’s annual customer survey to gauge overall customer satisfaction 
  • talking with our Support & Sales teams to uncover what customers were enquiring about 
  • reading posts on the Reckon Community 
  • analysing the Ideas Portal to see what customers were asking for; and  
  • reading through app store reviews

This comprehensive approach allowed us to compile a detailed list of problems (as well as requests) that needed to be addressed in the new Invoices experience. 

We then began interviewing and surveying customers, validating and clarifying the feedback we had already heard, as well as uncovering common issues across different user groups and niche problems unique to certain users. 

🗣️ Key findings included the need for: 

  • Easy data entry  
  • Large-volume invoice processing 
  • Previewing information for accuracy 
  • Better support for error recovery 
  • Compatibility with different screen sizes 
     

After incorporating customer feedback into our initial redesign, we conducted both moderated and unmoderated research sessions with each major design iteration, as well as a survey, to collect further insights, clarify the use cases, and gain validation on the final design with customers.  

Overall, the research conducted throughout this project provided valuable insights into a variety of use cases. We are immensely grateful to our customers for their invaluable feedback throughout this process. This collaborative effort ensures that the new Invoices experience will not only resolve existing issues but also enhance overall usability and satisfaction. Your feedback is the cornerstone of our development process, and we look forward to continuing this journey together. 

 

The new Invoice experience for Reckon One will be in customer hands later in 2025! 

 

🥳 Upcoming research in 2025 

As we kick off 2025, we’ll continue including your feedback in everything we do. Last year we launched our inaugural annual customer survey, with the results informing our strategies, roadmap, and projects; and setting trends and benchmarks for us to monitor and improve on. We’ll be sending out our second annual survey this June, to inform projects for the next 12 months. We also have a lot of research sessions planned, ensuring that customer feedback is at the heart of every project, and feature that we design and build. Outside of these sessions, we always have our usual methods of leaving feedback, and regular surveys, which we’ll be reading through.  

  

Thank you once again, and thank you for being a Reckon customer.  

  

Cheers, 

Kelly J. - Head of Research & Design, Luke S. - Head of Support, 

Ifti C. - Reckon One Product Manager & Valentina L. - Senior Product Designer 

  

💰 P.S. Get Paid to do research with us! 

If you’re interested in sharing your thoughts on future features and products, join our Reckon research panel! We run a variety of research studies, including usability studies, interviews, surveys, and more. 

We host our research activities on UserTesting, a research platform, which enables us to easily pay you for your time with each Reckon study you participate in. UserTesting incentivises via your PayPal account, from USD5* for a short 5 min study, to USD60* for an hour interview. 

Create an account, answer some Reckon profile questions, and then look out for emails from UserTesting to join a study. Completing your Reckon profile ensures you are only contacted for studies you are eligible for, making them relevant to you. Join now!

  

*UserTesting pays in US dollars, which with our exchange rate, is even better for our Aussie/NZ wallets!

Comments

  • Eric Murphy
    Eric Murphy Member Posts: 232 Reckon Star Reckon Star

    Hi @Kelly

    Thanks for this post, it's refreshing to hear about changes coming from user feedback and I can't say it's common amongst your competitors, so this is promising.

    Where can I get more information about the invoice changes coming up for Reckon One that is mentioned?

  • Kelly
    Kelly Reckon Staff, R&D Posts: 6 Reckon Staff

    Hi @Eric Murphy

    I'm glad the post resonated - without customer feedback, I don't know where we'd be!

    We have a number of exciting releases coming up for Reckon One Invoices throughout this year (one in just a few weeks!) - which we'll announce on the Reckon One release notes page. Every feature we're working on has come from customer feedback, with the solutions also verified by customers, so we're excited to release these 🙌

  • Eric Murphy
    Eric Murphy Member Posts: 232 Reckon Star Reckon Star

    Wonderful, thank you Kelly I am very much looking forward to it

    Cheers