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Improving Customer Experience from the Inside: Bill.com Draws Inspiration from Steve Jobs

October 26, 2011

The tech community is stillAPPLe1—and may forever be—reflecting on the life of one of our greatest visionaries,  Steve Jobs. His passing hit close to home for all of us at Bill.com, as he lived just a short distance away from our Palo Alto headquarters in the heart of Silicon Valley. His singular focus on design and the customer experience is inspirational. It influences all of us at Bill.com on a daily basis to build the best customer experience we can.

We rely more and more on technology as it sinks its teeth into our everyday lives, and we can thank Steve Jobs for helping change the way we engage with it—inside and outside of the office. Jobs was most interested in developing products that were user-friendly so that technology would enhance, not complicate, our lives. Jobs understood that the transition from PC to Mac requires some handholding, so he opened the Apple Store offering first-rate customer support. The intense customer loyalty and extremely high customer satisfaction is the kind of intuitive design and service that I want Bill.com to instill in its customers.

At the core of Jobs’ approach to delivering user-friendly technology was his belief that form is borne from function. He explained it this way:

“In most people’s vocabularies, design means veneer. It’s interior decorating. It’s the fabric of the curtains or the sofa. But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a human-made creation that ends up expressing itself in successive outer layers of the product or service.”

I think Jobs innately Apple2understood that if you focus on quality, beauty, function (or whatever it is you value),  you’ll deliver a product that reflects these values. You can’t expect to throw a bunch of ideas on the wall and take what sticks—or take what looks the best. You’ve got to put in the work, the research, apply your vision and stay focused on your customer to get somewhere you can feel good about at the end of the day. That’s why it’s important to us to keep things simple for Bill.com customers.

Take Bill.com’s new User Interface. It isn’t changing so it’s simply prettier, flashier, or sleeker. We want to make sure Bill.com does what it says it’s going to do in the best way possible. You’ll see that in addition to giving it a fresh look and layout, we’ve improved the navigation and made it even easier to use. We've streamlined and simplified, putting everything where you'd most expect it to be, with a higher focus on important, high-usage features so your most common tasks are within easy reach.

These enhancements are designed to help you work more efficiently than before. By evolving with our users’ preferences and offering a product that’s easier, faster, and smarter—we’re taking the user experience to the next level.

René Lacerte
Founder and CEO
@rlacerte

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