Designing for Faster Collections in Autonomous Collection with AI
Overview
AR Analysts manage hundreds of accounts every cycle, often juggling invoice tracking, payment reminders, customer calls, and follow-ups across multiple tools. The existing workflow in Autonomous Collections was fragmented, manual, and error-prone, directly impacting Days Sales Outstanding (DSO) and leading to frequent missed follow-ups.
I led the end-to-end redesign of the core Collections workflow, integrating AI-assisted insights, in-app calling, automated summaries, and a structured post-call system to help analysts work faster and more confidently.
User and Business Goals
Brand
HighRadius
Category
Fintech & AI, SAAS, B2B
Contribution
Research, UI Design, Prototype, Design Handoff, Developer Session
Team
1 × product designer, 2 × product manager, 4 × engineer (2 FE, 2 BE)
Impact
Process
I partnered closely with:
- Collections Analysts (End User) and Functional Consultants (POC) to understand daily workflows
- Product Managers to define success metrics
- Engineers to validate data feasibility
I ran:
- 6 contextual enquiry interviews
- Workflow shadowing
- Analysis of 180+ minutes of recorded calls
- Heuristic review of existing collections dashboard
Outcome
- Contextual inquiry sessions with AR Analysts
- Shadowing analysts during live calls
- Reviewing 180+ minutes of call recordings
- Auditing current dashboards and flows
- Identifying data limitations and system gaps
- Conducting 1:1 sessions with PM + engineering
- Mapping end-to-end call and follow-up journey
- Iterative prototyping in Figma
- Multi-round usability validation
