Improved and transparent user consultation prior to implementing changes.
Xero made a lot of noise about how good the 'new invoicing' feature would be. Users gave plenty of feedback early on when new invoicing was optional, both in comments and by not switching over to new invoicing. Xero proceeded with the change seemingly unaware of the negative mood amongst users to the new invoicing feature.
The product ideas section show, only in it's first 5 pages, 43 product ideas about new invoicing. Many of these product ideas are requests for previously available features to be made available again. Many of the ideas are under consideration or being worked on.
This shows that users liked new invoicing far less than Xero first believed they would. This shows that the process that Xero used to gauge users' response to the changes, that process was deficient because it reported back to Xero that new invoicing was ready for release when it clearly wasn't.
What's needed here is a more transparent process and more honest communication from Xero with its users.
Martin Danger
shared this idea
Appreciate your feedback, Martin. I can assure you throughout the build of new invoicing we have engaged and tested out features with many different users. To keep customers informed throughout we have shared blog posts and regularly update our Xero Central page with what's been delivered and what's to come.
Being such a widely used feature, we have focused on features that suit majority of our customers needs. We appreciate some customers still want to see more development and we are continuing to enhance this new invoicing experience.
Our products teams have conducted lots of research and testing to refine deliveries, and Xero Product Ideas here is another great way for us to understand what matters most to our customers - As you noted, we are listening and keeping users updated as developments progress with the status updates.
We understand our customers would like to be more involved as we continue development across our products and features and I encourage anyone that would like to help with this to sign up to our research panel.
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Martin Danger
commented
Another example of dishonest communication from Xero - a pop up window appeared and said
"we've just added some features to make your invoicing experiene smoother: drag and drop files anywhere on the page to attach".
No mention that this was due to numerous user complaints.
No mention that this feature is not new, that it really wasn't "added" but instead "reinstated".A more honest translation:
"After we removed the drag and drop file attach feature, we have now, after almost 1 year, put that feature back so you can drag and drop a file anywhere on the page to attach it."And the same can be said for the 2nd feature mentioned in the pop up, being that you can now pick dates using date shortcuts like you could before the downgrade to new invoicing.
Such disingenuous communication.
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Martin Danger
commented
And another here with 639 votes: https://productideas.xero.com/forums/939198-for-small-businesses/suggestions/47714132-new-invoicing-reduce-number-of-steps-and-clicks
where the user states that the wonderful new invoicing is actually increasing how long it takes to do their work "New invoicing has introduced more clicks, taps, steps at almost every level.
Please remove the added friction as it increases processing time."And another user states in response to Xero's 'we are doing great and here's what we will do soon but haven't done yet' message:
"How about you FIX the BUGS before telling us what's coming?
I reported a serious bug to Xero Support in January 24 - ITS STILL NOT FIXED!!!!
Bug - When copying a Purchase Order to a NEW INVOICE it copies the items Purchase price rather than the Sales Price of the item. (Old invoicing works correctly)
The first time I encountered this bug, a customer had to call and tell me I had invoiced them several thousands of ££££ to little!!!
So now I have many more clicks and Invoice anxiety ensuring Im using the correct sales price rather than trusting Xero to put the correct info in.
Come on Xero... FIX THE BUGS!"How hard did the team research/ test new invoicing if they let this bug through?
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Martin Danger
commented
For an example of how well Xero's "products teams have conducted lots of research and testing to refine deliveries" approach has worked, see the following "product idea" with 549 votes so far: https://productideas.xero.com/forums/939198-for-small-businesses/suggestions/47697230-new-invoicing-make-the-history-notes-the-same
where the user states
"Please leave the history of an invoice EXACTLY as it was in the classic invoicing."
AND
"I really don't understand why so many important features from the classic invoicing has been omitted."How does this correspond with the answer given by Kelly? Is she even talking about the same application?
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Martin Danger
commented
And this "I encourage anyone that would like to help with this to sign up to our research panel."
Not only do users now have to do Xero's support work for them, we come up with ideas and help them make decisions too. I'm sure these positions are paid positions right?
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Martin Danger
commented
Kelly, given that Xero has done all "research and testing to refine deliveries" and still, the first 5 pages of product ideas are littered with "ideas" that are actually requests to bring back functionality that existed beforehand, Xero may want to assess whether what they did before implementing new invoicing actually worked.
And what the **** are "deliveries"? Just use normal language. If you are a transport company, you deliver things, sure. If you write accounting software, you don't deliver anything. You might change features, add new features, change the workflow etc. But 'deliveries'???
Xero's answer sounds great if it were not for the results that the process produced.
Xero's answer is also a prime example of the change in Xero's approach to communicating with users. It mirrors that of media trained politicians. Keep saying positive things, never admit any errors, if you can't say anything good, then say nothing.
Just look at Xero's response - it does not say that Xero removed features that are now being asked to be put back even though that is so plainly evident. No apology is made for taking important features away. In fact, it's like Xero is saying that the features that were removed weren't being used by the majority of users, so it's your fault for not being in the popular group.
When I say that what is needed is "more honest communication", what I mean is less of this type of pre-scripted and authorised response and more honesty about what is actually happening. Lets make it clear - new invoicing implementation was poor. If Xero thinks it went well, then why are they considering so many of the "ideas" which are actually old features that were removed. Xero's words are not commensurate with their actions. Just be honest.
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Stewart Elsegood
commented
If one of the features is Send Invoices to SMS....then how about being able to add more mobile numbers into Contact so i can send the SMS to the accounts payable person and not the buyer who is the present limited number of mobile numbers
