Capri Global
An NBFC lender in India where 500+ field recovery agents manage door-to-door loan collections. Their internal app, Collect Express, was being bypassed entirely: agents ran assignments, visit tracking, and payment confirmations through WhatsApp because the app's workflow architecture didn't match how they actually operated in the field. I redesigned the app end-to-end, restructuring the information architecture around two core workflows and cutting the onboarding learning curve from three months to a two-week target.
Case Studies (1)
Redesigning the field recovery app agents had abandoned
The problem
Capri's 500+ field recovery agents had quietly abandoned the company's collection app and were running their day through WhatsApp and spreadsheets. The interface was dense with internal jargon, the learning curve was nearly three months, and the workflow forced agents through screens that were never built around how they actually moved through a day in the field.
How I solved it
I spent several days embedded with agents in Pune, then collapsed the entire app into the two workflows that mattered: visiting customers and tracking incentives. Single-task screens replaced the cluttered visit flow. A badge-based incentive system, plain-language definitions for every domain term, and per-parameter progress bars made earnings transparent for the first time.
Impact
Onboarding dropped from a three-month curve to a two-week target. Time-to-first-customer compressed dramatically. Per-agent incentive earnings grew because agents could finally see which actions paid them, and customer assignments moved off WhatsApp into a single source of truth managers could trust.
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