Thank you for the feedback in 2025!

2025 has been such a big year at Reckon! We’ve sought customer feedback every step of the way when making improvements in Reckon One.

Our biggest focus this year has been Invoices - we recognise just how important it is for you to get cash flow into your business. Keep on reading to hear how we heard from hundreds of our customers to improve Invoicing.

Improving Invoicing in Reckon One

Earlier this year, @Ifti, Reckon One Product Manager; and @Valentina, Senior Product Designer, detailed how they captured the pain points of invoicing. They read a LOT of customer feedback, and conducted multiple rounds of feedback with our Reckon Research Panel, iterating designs and requirements over and over.

Let’s dive into what they solved, and how customer feedback didn’t stop when they hit the ‘go-live’ button. Take it away, Ifti & Val!

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🫶 @Valentina: Running customer sessions to hear real invoicing use cases

Through customer research, we developed a clearer understanding of the different invoicing workflows and business needs across our wide customer base. We spoke with customers from all different business sizes, across retail, food services, construction, electricity, gas, water & waste services, manufacturing, and wholesale trade - just to name a few industries! The new invoicing experience addresses the following five key areas:

🏃􀰠1. Improve data entry efficiency
Across multiple research sessions, we heard about the need to invoice in batch. One customer we spoke with creates 100–150 invoices at a time, while others often add 20–25+ line items to a single invoice. For these customers, data entry speed is critical. To support high-volume invoicing, we enhanced the line-item table with keyboard shortcuts, pre-filled fields, and provided bulk select/add item capabilities to reduce manual typing and repetitive steps.

⏰ 2. Support reuse patterns
We also heard that many businesses invoice similar sets of items repeatedly — either to the same customers each period or to different customers with only minor adjustments. For them, rebuilding these invoices from scratch is time-consuming. This insight informed the introduction of more efficient reuse workflows, such as duplicating past invoices, and copying line items from one invoice to another.

👀 3. Ensure information accuracy
Some customers told us they often need to verify key business and customer details before sending an invoice — such as their logo, company address, ABN, and their customers' contact and shipping information. They also want to see how the invoice will appear to the recipient while they are still editing, so they can feel confident that all details are correct. Based on this insight, we made those details visible and editable directly within the invoice creation page, allowing customers to review and adjust information in context.

🙋 4. Improve error prevention and recovery
We spoke to customers with a wide range of experience in invoicing and Reckon One — from professional accountants and bookkeepers who have used our software for over a decade, to new business owners who are still learning invoicing terminology and workflows. This highlighted the need for clearer guidance throughout the process. We included in-context guidance where ambiguity may occur, and improved error messages to be clearer and more actionable. These help with understanding what to do next and resolving issues quickly without losing progress.

📱5. Improve accessibility and responsiveness
We learnt that customers create invoices across a wide range of devices and work environments. Some work with large office monitors, some work on laptops in cafés and some work on tablets when they are on the go. To ensure a consistent and accessible experience, we made the invoice interface fully responsive, refined the visual hierarchy, and increased colour contrast to improve readability across environments and screen sizes.

🔎 @Ifti: The Beta Program

When we introduced the new Invoices experience, we didn’t simply launch and move on. We ran a beta program to make sure everything worked in real-world conditions, with your data and your workflows.

Even though we validated the designs with our Reckon Research Panel, nothing beats seeing how it performs in your day-to-day. The beta phase gave us the chance to listen, learn, and refine. We loved reading the feedback from everyone who tried the new experience during this time.

Here’s what we did:

🗣️ We gathered feedback: We listened through multiple channels — the Share Feedback feature at the top of the Invoicing screen, beta testers from the Reckon Community, and direct emails from customers.

🔨 We made iterative improvements: Based on what we heard, we made several changes before full release, including:

• Fixing critical bugs identified during beta testing
• Updating the header layout for better clarity and usability
• Refreshing the background colour and applying multiple minor UX enhancements to improve readability and overall experience

👥 We released the most-used features first, and then slowly rolled out more features as they were completed. This approach ensured customers could benefit from improvements sooner while we continued refining the experience.

The beta program wasn’t just about fixing issues — we loved working closely with you, learning from your feedback, and shaping a better experience together. It was so valuable that we can’t wait to run more beta programs for future Reckon One releases 🤩

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Thank you Val and Ifti for undertaking such a customer-focused redesign, and thank you to everyone who contributed feedback across the many stages of this project - creating noise so it could be featured on our roadmap, and all throughout the redesign and beta stages 🙏

🥳 Want to give feedback on what’s coming up next in Reckon One?

With the new invoicing experience live, we’re currently working on a couple of other big Reckon One pain point areas we’ve heard from our customers - reporting and banking. You’ll start seeing improvements coming out soon in these two areas. If you want your voice heard on these big topics (or any other in Reckon One that you think can be improved - or even our brand new features coming out soon!), then I encourage you to join our Reckon Research Panel to give us feedback on early stage requirements and designs (and get paid for your feedback!), add or vote on ideas in the Ideas Portal, and/or complete any surveys in Reckon One which interest you. We do read EVERYTHING! Hopefully what you are seeing in Invoices is testament to that.

As we start wrapping up 2025, I’m excited to see where 2026 will take us, and how many of you we’ll get to hear from in our research studies. We’re designing Reckon One for you and your business, and we love hearing how it can work better for you.

☀️ I hope you all enjoy the festive period!

Kelly J.

Head of Research & Design