Background:
Talenox is a cloud-based human resources software platform designed to simplify HR management for SME's.It offers core features such as payroll processing, leave management, and employee profile management and constantly build on innovative features. In 2024, Talenox Claims started conception and also entered beta phase. This page describes the processes.
Role:
User Research | Prototyping | User Testing | Workflow Improvement | UI Redesign | Brand designer
Objective:
This project focuses on designing a user-friendly Claims web app and its mobile counterpart, aimed at streamlining the claims process for businesses and employees.
Outcome:
Internal testing showed 20% faster claim submission (compared to competitors)
Stakeholders estimated 20% reduction in admin handling time
Talenox is a cloud-based human resources software platform designed to simplify HR management for SME's.It offers core features such as payroll processing, leave management, and employee profile management and constantly build on innovative features. In 2024, Talenox Claims started conception and also entered beta phase. This page describes the processes.
Role:
User Research | Prototyping | User Testing | Workflow Improvement | UI Redesign | Brand designer
Objective:
This project focuses on designing a user-friendly Claims web app and its mobile counterpart, aimed at streamlining the claims process for businesses and employees.
Outcome:
Internal testing showed 20% faster claim submission (compared to competitors)
Stakeholders estimated 20% reduction in admin handling time
Discover
User research:
Over the years, we collected about 120+ requests for a claims feature. We reached out and conducted interviews with these HR professionals and business owners were conducted to understand pain points in processes of their existing claim systems.
We held interviews with payroll partners and even their clients, to learn what employees and admins are dealing with expenses and getting to know the kind of frustrations they could have
User research:
Over the years, we collected about 120+ requests for a claims feature. We reached out and conducted interviews with these HR professionals and business owners were conducted to understand pain points in processes of their existing claim systems.
We held interviews with payroll partners and even their clients, to learn what employees and admins are dealing with expenses and getting to know the kind of frustrations they could have
Competitor research:
We also analyzed 2–3 competitors and well-known apps with claims features, mapping out their submission steps and identifying potential pain points based on insights from the user interviews
We also analyzed 2–3 competitors and well-known apps with claims features, mapping out their submission steps and identifying potential pain points based on insights from the user interviews
Gathering insights: User interviews, feedback's collated over the years helped grouped these problems. This helped us frame the problem.
Define
Defining the Problem/Challenges:
Users wanted a simpler, and mobile-friendly way to submit claims, with clearer visibility into approval progress. The primary challenge was to design an efficient system that streamlined claim submissions and approvals accessible, reducing the need for external communication to resolve discrepancies.
Defining the Problem/Challenges:
Users wanted a simpler, and mobile-friendly way to submit claims, with clearer visibility into approval progress. The primary challenge was to design an efficient system that streamlined claim submissions and approvals accessible, reducing the need for external communication to resolve discrepancies.
What was identified:
1. Cumbersome Submissions – Employees find it tedious and forget to submit their many receipts
2. Streamlining the claims - Admins and employees wants processes to ensure faster submissions and quicker reimbursements. Mobile app is highly requested.
3. Delayed approvals due to communications – A lack of a clear communication process creates bottlenecks in the approval workflow, leading to unnecessary delays in reimbursement
Wireframing the solution
Admin actions: Managing the entire claims process from policy creation to approval/rejection and communications
Deliver
1. Cumbersome Submissions (Employee Flow)
Typically, users submit claim by collecting and organising physical receipts throughout the month—often storing them in wallets or relying on memory for e-receipts. Overseas expenses usually require manual note-taking especially when receipts are not in their language, adding to the hassle.
This mainly affects the employee experience. Our immediate solution for the beta release is a mobile app that enables quick note taking, receipt storing and submissions. Admins can also and create expense claims on behalf of employee's receipts submission. This aims to reduce employees forgetting receipts submissions.
The hi-fi mobile app where employees can quickly snap, note, and upload receipts or log an expense instantly.
2. Streamlining Processes (Admin/ Employee Flow)
Many expense claim software processes mimic real-life workflows, saving and then filing claims for monthly submission in a compiled folder. But this often leads to dead ends. Forgotten claims are then delayed to the next month not ideal to some users with larger expenses who may need quicker payouts.
To solve this, we moved away from mimicking real-world filing processes. Instead, we introduced clear, organized tabs in the admin dashboard for better tracking and flexibility, along with policy settings to support various payout types and submission periods. The compilation of claims now happens automatically at the end of each monthr, removing an extra manual step from the workflow.
Another piece of feedback we received is that employees sometimes delay submitting claims because they’re unsure which claim policy applies and need to check with the admin team first. By design a policy creation system, it allows setting up clear and well-defined policies, the system can narrow down the relevant options in advance.
3. Delayed Approvals (Admin/ Employee Flow)
Many employee and users find the process of communicating discrepancies and mistakes to each other, over email or in person and chore and slow, further delaying the claim procedure.
To address this, we introduced an in-app communication feature that allows employees to flag specific fields directly within the claim. Additionally, the way policies are set up enables soft warnings, guiding employees to correct potential errors before submission.
In line flagging allows clearer communications for rejection flow
Reflections and Outcome:
This project emphasized not just the importance of user feedback but also the value of engineers' input on technical limitations. It reinforced how crucial collaboration is between design and development to create an effective solution.
Moving forward, we plan to integrate advanced features like real-time notifications and budgeting to provide users with even deeper insights.