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.
Product Design,
UX/UI Design,
Design Systems,
Design Operation
Product Manager,
Engineering,
In-club Design,
Backroom SMEs
Optimized Claims app,
Component Library,
Documentation
Organization
Figma, Miro
Jira, Confluence,
Slack, Teams,
Microsoft 365
The existing Claims App has unorganized workflow and outdated interface designs, resulted in known usability issues that hinder in-club associates from processing backroom claims more efficiently.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.
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.
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.
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.
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.
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.
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 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.
