Revamping Claims mobile app

My Role
• Senior UX/UI Designer (Led the project)
• Collaborated with Lead UX designer
• Leading Claims squad
• Stakeholder Management
• Interaction Design
• UX/UI design
• Functional QA
• Developers Hand Off


Time
2024-2025

USER
Club’s associates

PLATFORM
Mobile App for Claims

The Problem -

  • React Native uses a single code base for Android only.

  • The existing mobile app has an old interface.

  • It is not user-friendly or easy to use.

  • The UI does not match the design system.

Solution -
• Migrating from native to react native, one code base so that developers can implement for iOS and Android devices.

• We are redesigning the associate experience for the Claims mobile app, resolving existing issues.

• Implementing enhancements, introducing new features, and resolving existing issues.

• Migrating the old app components to the new 2.0 blue steel design system.

Who exactly is our User ?

Claims associate experience

  • Maintaining positive relationships with suppliers

  • Understanding customer behavior

  • Creating and managing item data

  • Morning Shift

    • 4am to 12pm

    • Averaged 0 to 1 claims associate per shift

    • Some clubs did not have a dedicated claims associate

    • 3 to 5 backrooms were understaffed; adding stress to claims processing

    • One club had been running with a single backroom associate for months now

    • Experience range from a few months to over 20 years in the backroom

    • Some associates had worked in other departments before backroom

    • Claims are often overloaded, especially when understaffed

    • Associates are always on their feet trying to keep up with claims

Associate Journey Map

  • Return to Supplier.png

    Return to Supplier

    Pain-points in the Journey-
    • Unable to edit tracking no. - Associates unable to add or edit tracking no. after box closed.
    • Redesigned multiple scenarios - No RA required, RA required & RA (auto-generated).
    • Updating new design system UI- Updating old components

  • Liquidation flow

    Liquidation flow

    The process is organized into filters: In-progress, Ready to Pick Up, Pending Home Office Approval, Pending Manager Approval, and Ready to Ship.

Process flow for Liquidation

  • 1_Liquidation flow

    1) Improved Filters for Liquidation

    Improved the filters by analyzing the user experience and updating the interface with new UI components.

    The liquidation process is divided into steps.

    • In-progress: List items to return to liquidators (Create a box).

    • Pending manager approval: Manager audits the items.

    • Pending home office approval: After manager approval, send the box for final approval.

    • Needs shipping details: Once approved, pack the box with shipping info for the liquidators.

    • Ready to ship: The box is packed and ready for the liquidators.

    • Ready to pickup: Liquidators will collect the items themselves.

  • 2_Liquidation flow without Boxes

    2) Improved Filters

    Improved the filters by analyzing the user experience and updating the interface with new UI components.

    • Create a list of items for return to the liquidators and prepare a box.

    • Await manager approval for item audit.

    • After manager approval, send the box to the main office for final approval.

    • Once the home office approves, pack the box with shipping details and send it to the liquidators.

  • 3_Liquidation flow with Boxes

    3) Improved Filters

    Improved the filters by analyzing the user experience and updating the interface with new UI components.

    When the boxes are ready to ship:

    • Ready to ship: The box is packed with shipping information and is ready to send to the liquidators.

    • Ready to pickup: If liquidators are picking it up themselves.

Liquidation Filters UI- Before & After

Old Filters page

New Filters page

What is Claims?

The claims is a dollar recovery department of the club. Returned items, damaged or expired items, supplier credit, liquidation and return to vendor items are processed in accordance with the supplier agreements via the Backroom mobile app.

Claims deals with all merchandise that needs to leave the Club ecosystem including but not limited to:
• recalls,
• unsold items that needs to be returned to the vendor
• overstock
• returned merchandise
• damaged merchandise
• merchandise that must be destroyed

Old designs

  • Old Legacy app- The current app is using old app components and not following the 2.0 blue steel design system.

  • No labels in the flow - We Implemented new enhancements, introducing new features, and resolving existing issues.

Homepage UI-
Before & After

Old Lading page

Updated old components to the new design system design and significantly improved each tile, resulting in enhanced usability for users.

Updated UI design

Updated the entire page with the new UI components, including all titles and sub-sections, improving its look and usability.

Revamped app features with a better design and solved user issues.

Original Design

Current App

Updated old components to the new blue steel design and significantly improved the From and To interactions, resulting in enhanced usability for users.

Redesign

Final design

The new design improves usability with enhanced interface components. The Tools section is organized consistently with sister applications, and the menu is streamlined for better navigation.

Associate feedback on Swap quantity

  • New associates are unfamiliar with the term Consolidated on-hands

    • New associates are unfamiliar with the term “Consolidated on-hands”.

  • On-hands swap is confusing term for associates

    • The associates refer to it as "Floor on-hands," meaning the inventory available in the store.

    • We may rename but it's a big change. For now, we'll focus on minimal updates for the MVP.

  • Returned items go to Claims on-hands

    We learned from the associates -

    • Returned items go to "Claims on-hands," where the associate assesses resale potential.

    • 40% of returns are sellable due to "Change of mind."

  • Consolidated on-hands

    • The new associate didn’t know what consolidated on-hands means.

    • An experienced associate noted that everyone is aware of it, which may confuse those who already know.

  • Consolidated is used to check extra items

    • Scan an item to check status. For backroom items, it verifies member return without a slip.

    • We use "consolidated" for excess freight storage to organize surplus goods.

  • Updated UI is clean and user-friendly

    • They found the updated UI clean and user-friendly, displaying the product image.

    • From/To on one screen will help avoid accidental swaps.

The biggest challenges I had were… 

  • While we did not establish a formal document right from the beginning, I genuinely appreciate the collaborative approach that was fostered through our brainstorming sessions with various stakeholders and developers involved in the process. This open exchange of ideas proved invaluable in guiding our project forward.

  • The claims process includes technical language often used by logistics and supply chain experts. Jargon like LTL (Low truck load), RTV (Return to vendor), and RTS (Return to Supplier) can complicate understanding for those unfamiliar with these terms.

  • I utilized various UX methods like user flows, process flows, or storytelling to understand the user journey, but it took me so many wrong paths to get it right finally.

Results 🥳

  • Increased Downloads - Redesigned app in React Native, unifying iOS and Android codebases, resulting in a 25% increase in downloads.

  • Improved Task Completion - Clearer labels and streamlined flows boosted task completion rates by 12%.

  • Switching to new design system - Upgraded to the 2.0 Blue Steel design system, improving user experience by 15%.

  • Reduced Support Queries - Optimized app processes reduced customer calls and emails by 20%, streamlining development and support efforts.