Designed and launched an internal dashboard for the collections team, enabling real-time visibility into payment trends and delinquency. The tool improved team efficiency by 70% through actionable, data-driven insights.
The Collections User Group relies on this dashboard to strategically plan their day based on the payment status of the borrower. This dashboard seamlessly tracks the real-time payment statuses and also provides the portfolio performance metrics and so the collection specialist understands the actionable insights to strategically plan their day.
Role: Product designer
Team: PM, Devs , Design manager, QA, Compliance
Tools: Figma, Lucid chart , Jira, Hey Marvin - a qualitative user research platform, Slack
The collections team lacked a centralized way to monitor borrower payment activity. Agents relied on outdated spreadsheets and manual tracking to understand account status, making prioritizing outreach, spotting trends, or performance reports difficult.
We were tasked with designing a real-time dashboard that surfaces delinquency rates, payment statuses, and borrower-level insights — all in a format that’s easy to scan, actionable, and directly supports collection strategies.
The goal was to empower the collections team with a real-time, data-rich dashboard that could help them take faster, more informed action. Our focus was on clarity, usability, and surfacing the most relevant insights all while reducing time spent navigating disconnected systems.
Collaborated with agents and managers to understand daily tasks, reporting needs, and decision-making bottlenecks. Mapped out how collections were tracked manually and what insights were missing.
Clustered findings into themes such as: “Unclear task ownership,” “Too many disconnected steps,” and “Lack of visibility.” These themes informed our UX opportunities and product scope.
Created wireframes exploring multiple layouts cards vs. tables, filters vs. tabs. Introduced a visual hierarchy that allowed agents to quickly scan for problem accounts and take action.
Developed prototypes with real data samples. Conducted feedback sessions with agents to validate flow, sorting logic, and responsiveness. Iterated on chart types and color usage for clarity.
Documented UI components and collaborated with devs to ensure charts, filters, and data logic aligned. Supported QA with user scenarios and interactive states to validate behavior in production.
Methods : User interviews, user shadowing
Insights : Based on the research the user pain points are:
Business goal : Reduce attrition and make the tool SaaS ready.
How might we streamline the collections process by centralizing data, providing real-time payment status visibility, and delivering actionable insights to help agents strategically plan their day and reduce stress?
Conducted a cross functional team brainstorming session involving front -end devs, back-end devs, PMs to determine the feasibility of changes and means to collect the listed metrics for display on the dashboard and also to determine the product roadmap as it involved changes to the already existing collections table.
Allow agents to quickly identify overdue, upcoming, or successful payments with visual tags
Gives managers at-a-glance insights into payment trends, reversals, and extension activity
Lets agents prioritize by state, days overdue, or payment status for faster outreach
Helps prevent duplicate contact and keeps agents accountable
The dashboard launch brought immediate clarity and measurable improvements to the collections process. Agents were able to prioritize accounts more efficiently, managers gained visibility into real-time metrics, and redundant communication efforts were reduced.By surfacing the right data at the right time, the tool enabled smarter decision-making and increased trust in the operational workflow.