Neatprocess is a B2B supply chain logistics management company that helps enterprises manage their supply chain operations.
They needed help in redesigning their claim processing app to improve both UX & UI, enhance the South African client experience, and attract new clients and investors.
Through user research and stakeholder interviews, I identified 4 critical problem areas affecting the claims management process.
Unclear, cluttered workflows make the app hard to navigate, causing confusion, delays, and frequent claim errors.
The app offers AI tools for automation and insights, but poor integration makes users overlook them and miss their value.
Users often miss notifications due to a poorly placed messages section, leading to delays and reduced satisfaction.
The outdated and inconsistent interface lowers user confidence, no consistentdesign patterns makes the app harder to use.
The design strategy focused on creating a unified, intuitive platform that would streamline the entire claims process while providing transparency and real-time updates to all stakeholders.
The new claims management platform has significantly improved operational efficiency and customer satisfaction across all touchpoints.
Faster, simpler, reliable claims
Modern interface boosts adoption
Better AI feature adoption
Better user-admin communication
