I optimized standard billing process for internal users , cutting down the time it takes to complete billing tasks by 60%.
Increase revenue and streamline internal processes to better serve affiliate partners.
Collaborated with the PM on questionnaires, user interviews, information architecture, and product roadmapping. Optimized experiences and interfaces for internal and external users. Led usability testing with marketing teams across four countries.
Addressed diverse user needs across 20+ countries and six markets. Coordinated with cross-functional teams to evaluate time and technical costs.
Automated reconciliation and optimized contract workflows, reducing internal hours by 60%.
It's an affiliate marketing platform that offers marketing solutions for affiliate partners. It enables influencers and content creators to collaborate with KKday, promoting its products on their websites or social media and earn commissions.
KKpartners had no dedicated maintenance team and clear workflow, leading to short-term feature implementations without planning or competitor analysis. As a result, KKpartners lagged behind other affiliate platforms, risking user loss and creating inefficiencies in member applications, commission payouts, and data maintenance. Each market operated independently without central management.
Key issues identified:
1. Unclear product roadmap
2. Inefficient internal SOP
3. Competitive gap
4. Lack of performance data
1. Understand Work Scenarios:
Identify how market personnel use KKpartners to tailor our product to their needs.
2. Identify Pain Points and Desired Features:
Gather insights on common issues and desired features to prioritize future optimizations.
✅ Over 70% of users have been in affiliate marketing for less than a year.
✅ Over 30% use KKpartners daily.
✅ Most commonly used features: user approval, report viewing, and payment receipt export.
We plan to prioritize optimizing internal processes and experiences to reduce workload and free up manpower for market personnel. Once accomplished, we will shift our focus externally, aiming to enhance affiliate users' revenue and increase the number of members.
Two major pain points that occupy the most working hours for personnel: Payment and Setting affiliate’s custom commission rules .
The current billing process occupies 4 working days per month for each market user. Users having to manually calculate each member's commission and individually request payment from KKday's financial system.
I made a user flow to figure out the detailed process and pain point after interviewing their monthly billing process.
1. Calculating large amounts and different exchange rates manually can lead to human errors and make it difficult to manage.
2. The process is cumbersome, requiring switching between different platforms.
3. The current number of reconciliation personnel has almost reached the marketing team's capacity.
We plan to automate tasks such as currency conversion and storing reconciliation statuses in the new reconciliation system. Next, we will aggregate user pain points gathered from interviews.
Challenge: Streamlining multi-platform processes for marketers to efficiently process hundreds of payment requests, saving substantial time.
We plan to consolidate the functionalities that were originally spread across three places: Be2 (the original invoicing system), KKpartners (viewing and downloading statements), and Google spreadsheets (recording user's current reconciliation status) into KKpartners.
From a developmental perspective, this also facilitates centralized management and maintenance of a large volume of user data.
I subsequently redesigned the web experience, consolidating account management into a single platform and optimizing the filter information architecture.
Additionally, I added more information to the tables, reducing the time users spent switching between spreadsheets and the website, thereby streamlining the cross-referencing of user information on forms and settlement webpages.
I also implemented a file upload section, allowing users to upload invoices promptly while processing payments.
Reduced the monthly reconciliation process from 24 hours per person to 2 hours.
Streamlined the monthly reconciliation from 5-7 days to 1-2 days. Payments now require only a filter and a single click, allowing users to receive commissions faster.
Previously, we received 20+ complaints per month about incorrect or delayed payments. Since launching the auto billing system, no payment errors have been reported.