Company

Bottomline Technologies

Problem & Context

Legal-X auditors are responsible for reviewing, prioritizing, and releasing high volumes of invoices and appeals across multiple client accounts. As Bottomline rolled out a newly branded UI across its legal product suite, the existing Legal-X dashboard no longer supported the scale or complexity of auditors’ day-to-day workflows.

Auditors struggled to quickly understand workload priority, access the right level of detail for auditing tasks, and respond efficiently to client and firm inquiries. Fragmented information, limited visibility into queue size, and system delays slowed invoice release velocity and increased cognitive load, directly impacting operational efficiency and user satisfaction.

This work focused on redesigning the Legal-X dashboard to better support high-volume, time-sensitive auditing workflows while aligning with the new product brand and future platform direction.

Approach & Key Decisions

To ground design decisions in real auditor behavior, I led a structured discovery and synthesis process:

• Planned and facilitated user interviews with auditors and audit managers, including review of interview questions with the EBR Auditor team

• Created an auditor persona in partnership with Product to represent primary user goals, constraints, and motivations

• Developed a value proposition canvas to align user needs with product and business value

• Analyzed invoice productivity reports to understand average queue sizes, workload variability, and throughput expectations

• Mapped the end-to-end auditor journey and existing dashboard user flows to identify friction points and inefficiencies

Key decisions included:

• Designing for prioritization first, not feature exposure

• Treating the dashboard as an operational command center, not a reporting surface

• Optimizing for scannability and speed to support large invoice volumes

Solution

The final solution delivered a redesigned Legal-X dashboard focused on clarity, prioritization, and efficiency at scale.

Key improvements included:

• A simplified dashboard layout that reduced cognitive load by removing low-value or redundant widgets

• Clear prioritization of critical metrics needed to audit and release invoices efficiently

• Improved data visualization to help auditors quickly assess queue size, workload distribution, and urgency

• Streamlined user flows that reduced unnecessary navigation between dashboard and task-level views

• Filtering and personalization controls that allowed auditors to focus on the right work at the right time

The final designs included validated user flows, refined interaction models, and functional data visualizations, reviewed and iterated with Product, Engineering, and UX leadership to ensure feasibility and scalability.

Outcomes & Impact

The redesigned Legal-X dashboard improved auditor efficiency and set the post-rebrand direction for the product.

• 10% increase in invoices released per auditor per week

• Faster identification of high-priority invoices through clearer workload visibility

• Reduced cognitive load across high-volume auditing workflows

• Positive auditor feedback citing improved clarity, confidence, and speed

• Established a scalable dashboard framework adopted across Bottomline’s legal products