Increasing efficiency for the travel allowance claim process through UX and Process flow design
Independent agency
UX Architecture, User Research, User flow, Process flow
A department that controls the budgets and processing of travel allowance claims needed an innovative solution that would reduce the work pressure and also increases accuracy.
About the client
Unique problems to solve
Transform the existing inefficient process
The use of digital technology and machine learning-powered pattern predictive software could radically transform how they manage their claims process.
Reduce the need for manual intervention
The claims process involves many steps and at every stage, there is substantial involvement of human effort. That would increase the time taken for each claim and also increase the mistake percentage.
Make it seamless to place a claim request
The new solution has to provide a seamless experience in the submitting claim request user journey. Many users have to go through an outdated process of collecting and submitting paper-based bills.
Handling false claims
It is important to build a system that is both robust and flexible. The system should make it easier and faster to process correct claims while detecting any false claims.
The Design Process
I began by interviewing a cross-section of Users (who submit for the claim request), Auditors (who audit a claims request), Accountants, other team members including heads of the departments. I used this research as anchors throughout the design process.
Understanding existing workflow
Let's Talk, to know more about my contributions, design hurdles, and in-depth design decisions
My Role
I was brought in as a process design expert to redesign their claims process to make it more simple yet robust.
I have broken down the claims process into three phases: Submitting the request, Processing the request, Post Audit.
Redesigning the claims request journey
The score of a user is based on the number of flags raised for the claims. Higher the flags, the lesser the score. This would encourage the users to claim within their budget and discourage false claims.
Scoring the user profiles to reduce false claims
The new process will make claim requests fast, effortless, and calm. The system uses machine learning to identify the optimal spending limit vs the submitted claim. If the system finds any discrepancies, it will flag that request for manual auditing.
Using flagging method to fasten the process
The Results
2 hrs
from weeks to few hours
Less mistakes
70%
Correct claims
90%
85%
Money Saved