Sam's Club Backroom Claims App: Modernized React Native Design Library

Overview

Modernized Sam's Club Claims App for streamlining React Native migration and enhancing in-club backroom claims processing across 600+ clubs

Sam's Club is working on a modernization initiative to migrate its internal tool product, Claims App, to React Native. The initiative aimed to revamp the existing app designs when migrating Claims App to React Native by leveraging the latest Sam's Club Design System integration. The migration goal sought to enhance in-club backroom claims processing across 600+ clubs.

My Works

Product Design,
UX/UI Design,
Design Systems,
Design Operation

Team

Product Manager,
Engineering,
In-club Design,
Backroom SMEs

Product

Optimized Claims app,
Component Library,
Documentation
Organization

Tools

Figma, Miro
Jira, Confluence,
Slack, Teams,
Microsoft 365

Problem

Disorganized app workflows and insufficient claims guidance hinder claims processing efficiency for In-club Associates

The existing Claims App has unorganized workflow and outdated interface designs, resulted in known usability issues that hinder in-club associates from processing backroom claims more efficiently. This project sought to redesign the Claims App for addressing these issues by improving existing app efficiency through optimized app workflow and modernized interface designs.

Audience

Excessive time cross-referencing systems to resolve claim discrepancies due to unintuitive paper claims slips sorting

In-club Associates rely on paper claims slips for sorting items. Paper slips offer minimal details about item conditions and are prone to be lost or incomplete.  Additionally, the marked drop-off claims areas are often cluttered with items from various sources. Associates frequently lack sufficient information and must spend excessive time cross-referencing other systems, like SMART, to investigate discrepancies.

My Role

Led end-to-end UX audit and optimization strategy with design recommendations through a collaborative effort

I led the end-to-end UX audit with actionable recommendation designs for the Claims app. Collaborating with cross-functional teams, my responsibilities included facilitating smooth React Native migration processes by optimizing the existing app with modernized designs that tailored to audience needs and design requirements from the internal stakeholders. Our team included product management, design team, engineering team, Backroom SMEs, operations managers, and other internal stakeholders.

Solution

Created a modern Figma library with standardized components, fully integrating the latest Sam's Club Design System v2.0

To ensure a smooth migration of the Claims app to React Native, I created a modern library with standardized components that seamlessly integrate Blue Steel DLS v2.0 in Figma. This approach help optimize the Claims app for streamlining development effectively while maintaining design consistency across iOS and Android platforms.

Existing filtering
Optimized filtering

My approach 01

Performed UX and component design audit to identify existing app dependencies for key areas for design improvements

I performed a heuristic evaluation of the existing Claims app. The evaluation examined the existing app architecture, screens, functions, and usability and mapping out areas of opportunity for workflow improvements. With this evaluation, I was able to prioritize project scope and design iteration for most significant impact on usability and efficiency.

The clarity of the image has deteriorated since NDA. Certain information needs to remain confidential.

My approach 02

Established a standard components library in Figma to facilitate technical implementation and design consistency on iOS and Android platforms

To streamline the React Native implementation, I created a modernized design library with all components and documentation standardized in Figma. The standardized components ensured design consistency and facilitated easier updates by fully integrating three latest design system libraries.

The clarity of the image has deteriorated since NDA. Certain information needs to remain confidential.

My approach 03

Optimized Claims App by enhancing existing app UX through modernized UI design leveraging standardized library components

Leveraging modernized design library components, I enhanced existing app with reusable interface design to be more intuitive and visually appealing. The optimized app workflow improved existing app usability and ensured cross-platform design consistency for supporting future development.

The clarity of the image has deteriorated since NDA. Certain information needs to remain confidential.

Metrics & Outcomes

Achieved a successful 50% reduction in development effort with significant associate efficiency gains

The project successfully achieved its goal of optimizing the Claims app, resulting in a 50% reduction in development effort and significantly improved claims processing efficiency for associates. Key lessons learned include the importance of involving end-users early in the design process and the value of maintaining flexible scope to adapt to constraints. Future projects would benefit from even more extensive user testing and iterative design cycles to refine usability further.

This project is currently under NDA. If you want to communicate with more details or other work projects at Sam's Club, please contact me via LinkedIn or chen.tse.hungtw@gmail.com.

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