3x growth in payment collections post redesign
enterprise | telecom | help & support
the problem
ViBM was an outdated and inefficient platform that failed to meet key business and adoption KPIs. It struggled with scalability, had low user adoption, and offered limited self-service capabilities.
As a result, customers relied heavily on manual, offline processes, and core journeys like payments and grievance handling were fragmented and cumbersome.
the solution
Reimagined the platform experience within legacy technical constraints to create a more unified and scalable system.
Focused on simplifying critical user journeys, enabling self-service, and driving measurable business impact.
achievements
3x
growth in payment collections
100K
logins per month
40K
unique monthly users
150K
service requests raised
avg monthly stats as of December 2025
6 month process summary
- Conducted stakeholder interviews to align on business goals, constraints, and KPI gaps
- Performed user research to understand B2B customer behaviors, pain points, and mental models
- Audited the existing platform to identify usability, adoption, and scalability issues
- Defined and restructured the information architecture to create a more intuitive and unified experience
- Prioritized key journeys (payments, support, account management) based on impact and frequency
- Worked in an Agile environment, iterating closely with product and engineering teams
- Built the first enterprise component-based design system, along with a dedicated illustration and icon system, to ensure consistency and scalability
- Designed simplified, self-serve flows while working within legacy technical constraints
- Ensured pixel-perfect delivery through design QA, collaborating with engineering to maintain high visual and interaction fidelity
