Debt Collection Platforms
APP / WEBSITE CRM / UI + UX DESIGN
Internship Project
Duration: 3 months from 7th April till 7th July 2025
My role: Solo designer involved in all aspects of Research, Ideation, Design and Building in collaboration with Developers and CEO (Product).
.png)
The Problem
Field agents are disengaged from using the third-party tool ‘CG Collect’ due to its complexity and poor usability.
Simultaneously, Collection Managers have opted out of using the ‘Credgenics’ platform, preferring informal tools such as WhatsApp, phone calls, and Excel sheets for communication and tracking.
This fragmented workflow has resulted in inefficiencies, data inconsistencies, and limited visibility into progress—ultimately hampering the overall performance and effectiveness of the firm’s debt recovery operations.
Introducing App for Field Agents
The Goal is to design and build a in-house app that empowers Field agents to perform their tasks efficiently by providing them easy navigation, fast access to reliable information & approvals enabling fast decision making.
Introducing Web Portal for Collection Managers
The Goal is to design and build an in-house website portal that empowers Collection Managers of all hierarchies to perform their tasks efficiently by providing them with real time agent monitoring and appropriate dashboards enabling fast decision making, improve transparency, efficiency, and accountability in debt recovery operations.
Who are Field Agents?
.png)
What is the Typical User Journey of Field Agents?
Through multiple interviews with field agents across India and in-depth research, I gained a deeper understanding of their everyday challenges. I grouped their pain points into key categories and then mapped out feature ideas to address each one with thoughtful, practical solutions.
.png)
​After several rounds of iteration and feedback, we finalized a site map that felt intuitive and easy to navigate—perfectly suited for the needs of our field agents.
Proposed User Flow for App
.png)
Final App Screens
Dashboard
-
A color-coded performance tracker that gives agents a quick, client-specific overview at a glance.
-
A clean, easy-to-read display showing total collections and number of visits for the day.
-
A simple Clock-In/Clock-Out feature to help track working hours without any hassle.
​
Cases
-
Each case is neatly displayed as a card, making it easy to scan and stay organized.
-
Key actions are just a tap away with clearly visible buttons.
-
All the important details are highlighted so nothing gets missed.
-
Smart filtering allows agents to quickly sort and access relevant cases based on specific criteria—streamlining task flow and reducing cognitive load.
-
Customer info is presented clearly, with direct call buttons for quick outreach.
-
One simple tool to handle everything—from viewing visit details to submitting feedback.
-
Quick access to “Request Payment Link” makes collections even smoother.
Route Planning
-
The app helps agents plan and schedule their visits in advance, easing mental load and making the day more manageable.
-
Built-in route planning makes it simple to map out the most efficient path for the day.
-
Priority cases flagged by managers are clearly highlighted, helping agents focus on what matters most.
Profile
-
Quick access to the authorization letter and agent ID—always ready when needed on the field.
-
Seamless in-app access with manager for quick support or clarification.
Who are Collection Managers?
.png)
What is the Typical User Journey of Collection Managers?
Through one-on-one and group conversations with collection managers at different levels, we uncovered key pain points they face in their day-to-day work. These were then grouped into clear categories, with feature ideas tailored to address each one.
.png)
Designing the website portal was a more complex task compared to the app, as it had to serve multiple managers across different levels of seniority. The challenge was to ensure that each manager could easily view the performance of their reportees. While the 'Performance' page was a key part of the overall strategy, we decided to keep it out of the MVP scope due to time and operational constraints.
Proposed User Flow for Website
.png)
Final Website Screens
Dashboard
-
A streamlined dashboard that highlights urgent action items, helping managers stay on top of what needs immediate attention.
-
A unified view that allows managers to drill down across different team levels—all in one convenient place.
Portfolio
-
One centralized tool to access all key operational details with ease
-
Smart filters to sort and view data exactly the way mangers' need it
-
Easy data downloads for deeper analysis and reporting
-
Real-time updates to help managers allocate tasks efficiently
-
Full control to view, manage, and edit case information—all in one place
Field Agent Activity
-
Feedback from the app syncs in real time and appears in a clean, consistent format
-
Reports are ready to download and easily shareable with clients—no extra formatting needed
Team Management
-
Neatly organized teammate information to help with easy reference and record-keeping
-
Permission-based access ensures the right people see the right data—nothing more, nothing less
Closing Thoughts
This project was my take on improving the everyday efficiency of debt collection field agents and their managers. It was a steep but rewarding learning curve—my first hands-on experience working in an agile startup environment. Collaborating closely with the product manager and developers to bring the MVP to life in just three months was both exciting and insightful.
One of my biggest takeaways? Never underestimate the power of user interviews. They uncovered unexpected insights that directly impacted user productivity and challenged a few assumptions we had at the start.
​
Thanks so much for taking the time to explore this project—I’d love to hear your thoughts or feedback!
