Kontur Reconciliation
A B2B service for accountants that automates reconciliation between financial records and generates reconciliation reports between companies
Key workflows
The core functionality of the product is reconciliation, which works in two workflows
Reconciliation using uploaded files (Excel to Excel)
Reconciliation with a partner organisation directly inside the service
Reconciliation errors created friction for accountants
Support requests were frequent
Workflows were unpredictable
Customer satisfaction (CSAT) was below expectations
Mixed workflows
One entry point led to two different processes
The same interface supported different tasks
Document fields
Users often made mistakes when defining reconciliation periods
Editing document fields required rerunning reconciliation
Reconciliation states
Status indicators were unclear
No intermediate saving during reconciliation
Users often did not understand what stage the document was in
Сценарий сверки включает большое количество состояний и переходов
The root cause of the problem was trying to support multiple workflows within a single interface, creating cognitive overload and frequent errors
IF
workflows are separated at the entry point and the process becomes linear and predictable
Then
user errors and support requests will decrease, and satisfaction with the reconciliation process will improve
Фрагменты черновиков
Worked with the analyst to separate the two workflows at the entry point
Modeled status logic and transitions using a state diagram to align UX with business logic
Redesigned document fields structure and reconciliation period logic
Designed a new status model
Introduced an intermediate “Draft” state
Aligned the new workflow logic with analytics and engineering
Accounted for legal requirements related to financial documents
Defined edge cases and state transitions
Система статусов двух сценариев
Designed the full user workflow
Prepared specifications for states and transitions
Ran scenario walkthroughs with the team
Supported implementation until release
Комментарии к макетам для передачи в разработку
1
On the entry screen, the two workflows were clearly separated: Reconcile files and Initiate reconciliation with a partner
1 workflow = 1 task
2
Document fields were moved to the creation stage
Required fields were clearly defined
Reconciliation period logic was adapted to each workflow
Edits no longer require rerunning reconciliation
Clear and predictable sequence of steps
3
Added a Draft state for document preparation
Introduced intermediate saving
Statuses became transparent and logically structured
Saving Progress
1
User satisfaction
+5%
CSAT for the reconciliation task increased by 5%
The score was collected via a survey shown after completing any reconciliation task
2
Task complexity
↓
Support requests decreased
↓
Repeat reconciliations for the same period decreased
Outcome
