01. Overview
ConnectWise ASIO is ConnectWise’s unified platform ("Asio Platform")—It is designed to bring together services from their different tools (Manage, Automate, Control, etc.) into one cloud-native experience.
Today, billing happens mostly in Manage (ConnectWise Product), but reconciliation requires jumping into external accounting tools or exporting data manually.
Users, especially MSPs (Managed Service Providers), want less context switching and more automation.
02. Design Path
03. Problem Statement
"How might we simplify and centralize billing reconciliation processes to reduce manual effort, improve accuracy, and create a seamless financial experience for users within the ASIO platform?"
04. Goals
Reduce reconciliation cycle time to within 24–48 hours post-billing.
Deliver an experience that eliminates context switching and builds user confidence through guided steps and real-time feedback.
Increase platform adoption by reducing dependency on external accounting tools.
05. Process
DISCOVERY & INSIGHTS
The research phase was foundational to the project. I conducted 5 interviews with finance managers, operations leads, and MSP business owners:
Users expressed frustration with juggling multiple tools for billing and reconciliation, leading to errors and delays.
Finance teams often faced approval bottlenecks, as reconciliation required multiple layers of verification across departments.
PAIN POINTS
Invoice Management:
Finance teams were overwhelmed by scattered invoice data across multiple tools, leading to frequent manual cross-referencing and errors.
Payment Matching:
Many users had to manually match payments from external systems like QuickBooks, increasing the risk of discrepancies and delayed reconciliations.
Approvals & Reconciliation:
Approval workflows were fragmented, requiring finance managers to chase multiple stakeholders for confirmations, significantly extending reconciliation timelines.
BRAINSTORMING
Through collaborative workshops with product and finance teams, we identified the need for an integrated reconciliation flow — centralizing approvals and automating payment matching to ease manual workloads and align with real-world finance operations.
MAIN CHALLENGES
During research, we discovered that:
Resistance to platform switching
Some users were reluctant to adopt a new workflow.
Fragmented approval processes
Finance teams operated with layered approval hierarchies,.
Manual reconciliation overload
Heavy reliance on manual data entry and matching between tools .
SOLUTION DESIGN
After defining the concept, I translated the ideas into wireframes and interactive prototypes.
ITERATIONS & TESTING
To validate the solution, we ran two rounds of high-fidelity prototype usability testing with 5 to 7 users, focusing on real billing reconciliation scenarios.
Round 1: Tested with finance managers easily navigated approval flows, reducing manual steps.
Round 2: Tested with accounting teams, confirmed clarity in payment matching and error handling, improving task completion rates.
06. Final Reflection
Clear guidance helps users confidently navigate complex tasks like reconciliation.
Realistic UX writing makes the experience feel trustworthy and intuitive.
Collaboration with cross-functional teams is key to aligning on goals.
Tooltips, CTAs, and structured flows reduce user errors and decision fatigue.
Designing for flexibility is essential to support both automated and manual workflows.