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
500+ agents bypassed the app entirely in favor of WhatsApp. I restructured the information architecture around how they actually work in the field.
