Case Study - Pivoting to Save a Doomed UX
How I pivoted twice to deliver a frictionless expense experience, transforming a failed invisible UI into an intuitive AI-powered solution
Oracle's first mobile-first finance product, Touchless Expenses, began with an ambitious vision: an intelligent system that would handle business expense issues like a personal assistant—quickly, concisely, and with minimal interruption. It was envisioned as a "concierge-like" experience that remained invisible until needed, a subtle assistant discovered through nudges and confirmations that users would discover naturally.
The design for guided resolution was elegant and innovative. The team had envisioned a chatbot interface with custom GUI cards presenting expense data through branded illustrations—enabling glanceable identification and fast recognition. The prototypes were compelling, and stakeholders were excited.
The First Pivot
Just before launch, the design was killed.
