Let’s be honest: innovative tech means little if no one’s using it.
As a Product Manager at Validis, I’ve seen firsthand how even the most cutting-edge features can fall flat if they fail to resonate. The key to success lies not just in what we build, but in how we build it—with a laser focus on driving adoption through exceptional customer experience (CX).
Our approach at Validis is not unique in its philosophy, but it stands out in its execution.
It’s not lip service: How we embed CX into product design
- Insightful customer research: We invest in uncovering the true needs and pain points to distinguish between what customers say they want and what they genuinely need.
For instance, when auditors asked for faster data collection, we didn’t just speed up the process. We reimagined it entirely. Now, instead of chasing clients for info, auditors can access standardized financial data with a few clicks. As Jim Bourke from Withum puts it:
“With Validis, our document request letter went from 5 pages to 2. Why ask for information if you have access to all the data?!”
- Data-driven decision making: Every click, every interaction is a goldmine of insights to analyse.
- Agile innovation through rapid prototyping: We fail fast, but we fail smart. Our development process is rooted in rapid iteration and real-world testing.
Now, I’ve kept this brief – seriously, I could go on about this for hours. But I know what you really care about is results. So, let’s focus on what this approach delivers for our customers.
The ripple effect of great CX: Spoiler alert, it’s adoption
- Ease of Use
We’ve designed Validis to be intuitive and accessible. Customers don’t need extensive training or technical expertise to navigate our platform effectively. The interface is clean, logical, and aligned with familiar digital experiences, reducing the learning curve and enabling customers to extract value immediately.
- Targeted Functionality
Every feature in Validis is purposefully crafted to address specific pain points in the audit process. We focus on delivering core functionalities that streamline the audit process to such an extent that adopting the new process a no-brainer. For example, auditors can access standardized financial data from multiple accounting systems through a single, unified portal – transforming hours of work into a matter of minutes. This not only saves time but ensures consistency and accuracy across all audits.
- Thoughtful Design
Visual appeal and consistency are crucial in creating a positive customer experience. One such feature, is that the Validis portal is white labelled to match the Audit firm’s branding. We also look to ensure every interaction is not just functional, but enjoyable. We draw inspiration from market leaders known for their intuitive interfaces, like Figma and Canva, adapting their best practices to the complex world of financial data.
Lori Warden, Assurance Practice Leader at ATA, echoes this sentiment:
“The big AHA moment for me was seeing the Validis dashboard. For the first time, I could see the whole business in seconds.”
- Comprehensive Support
Even the most well-designed products can encounter issues. This is a key differentiator for Validis. Our dedicated support team is always ready to provide timely, helpful assistance, ensuring auditors and businesses feel supported at every stage of their journey with Validis. We don’t just sign clients and move on—we’re committed to their long-term success.
When products nail the customer experience, it sets off a chain reaction: users become enthusiastic advocates, driving adoption across their organizations and amplifying the value of our solutions.
Bridging the Gap: Designing for both sides of the equation
A unique challenge for data technology products is the need to cater to two distinct user groups: those requesting data (auditors) and those providing it (businesses). At Validis, we’ve tackled this by creating a unified platform that simplifies the process for both parties.
For auditors, we’ve streamlined data collection and standardization, allowing them to focus on analysis and insight generation.
For businesses, we’ve simplified the data-sharing process, making it as frictionless as possible. This dual focus has resulted in higher adoption rates and improved satisfaction on both sides. In Satpal Nagpal, GHJ’s Audit Practice Leader’s own words:
“We’ve not only gained over 40% in productivity, but Validis has helped us create more rewarding roles for our auditors and a superior client experience. Our teams now spend less time chasing data and more time analyzing it to deliver valuable insights.”
A checklist: Identifying adoption-focused technology
When evaluating technology solutions, consider these key factors:
- Customer-Centric Design: Look for platforms that demonstrate a deep understanding of your specific workflows and pain points.
- Seamless Integration: The solution should fit naturally into your existing processes, not require you to create workarounds or engage in constant context switching.
- Scalability: Ensure the technology can grow with your needs and adapt to industry changes.
- Proven Track Record: Seek out case studies and testimonials that demonstrate real-world impact and customer satisfaction.
- Ongoing Support and Development: Choose a provider committed to continuous improvement and responsive customer support.
Conclusion: The future of data standardization in Audit
As we look to the future of financial technology, it’s clear that success will be determined not just by feature sets, but by how seamlessly these tools integrate into customers’ lives and workflows. At Validis, we’re not just building software—we’re crafting experiences that empower auditors and delight businesses.
To audit firms and digital transformation leads seeking to elevate their operations: remember, the most impactful technology isn’t necessarily the most complex. It’s the solution that your team will enthusiastically adopt and your clients will appreciate. By prioritizing CX and focusing on real-world adoption, we can create financial technologies that don’t just impress on paper, but truly transform how we work. Chat to me or the team to find out more.
