RadiusONE Collection Redesign Case Study
What is RadiusONE?
RadiusONE is an AI-driven Accounts Receivable (AR) platform tailored for mid-sized businesses to streamline their order-to-cash processes. It consists of four key modules:
Collections – Helps prioritize tasks, automates follow-ups, and improves collector efficiency.
Cash Reconciliation – Automates payment matching, remittance aggregation, and short payment identification.
Credit Risk – Facilitates automated credit scoring and risk assessment for better credit decision-making.
e-Invoicing – Simplifies invoice generation, delivery, and tracking for improved invoicing accuracy.
This case study specifically focuses on redesigning the Collections module to enhance task prioritization, streamline workflows, and improve overall user productivity.
Understanding the Collections Domain
Accounts Receivable (AR) collections are essential for maintaining a company's cash flow. Collection Analysts (Collectors) are responsible for:
Following up on overdue invoices.
Tracking payment commitments.
Managing disputes and maintaining customer relationships.
Real-World Analogy: How It Works
To simplify, think of credit card payments:
A customer makes a purchase and receives a bill with a due date.
If they don’t pay, the bank sends reminders and follow-ups to recover the amount.
Similarly, businesses extend credit to customers through invoices and rely on collectors to ensure timely payments. However, many existing collection management tools are inefficient, leading to:
Missed follow-ups due to scattered communication logs.
Ineffective prioritization of overdue accounts.
Time-consuming manual processes that slow down collections.
With RadiusONE, our goal was to eliminate inefficiencies, integrate automation, and modernize the user experience.
Problems in the Previous Version (RadiusONE 1.0)
1. Complicated Navigation & Fragmented Customer Data
Collectors had to navigate across multiple screens to find relevant customer details.
Lack of an intuitive Customer 360 View, making data retrieval time-consuming.
2. Inefficient Prioritization & Manual Effort
Collectors struggled with prioritizing follow-ups as the system lacked intelligent suggestions.
High manual effort in sorting aging invoices and tracking payment commitments.
3. Disjointed Communication Tracking
Calls and emails were logged separately, leading to scattered conversation history.
No streamlined communication panel for easy access to past interactions.
4. Poor UI & Usability Constraints
The previous UI was outdated, not optimized for modern workflows.
Competitors had more visually appealing and intuitive UI designs.
Why the Redesign?
Technology Shift: Moving from EXTJS to ReactJS
RadiusONE was initially built using EXTJS, which limited UI scalability, flexibility, and maintainability. The move to ReactJS gave us an opportunity to:
Modernize the UI → Improve aesthetics, usability, and interaction patterns.
Simplify workflows → Reduce manual effort & enhance navigation.
Introduce automation & intelligence → Prioritize high-value accounts efficiently.
However, this wasn’t just a technical upgrade—it was a full redesign to improve usability, efficiency, and business impact.
Meet the Team
Through this collaboration, we ensured that the redesign was not only user-friendly but also strategically impactful, optimizing productivity for collectors.
Research & Insights
To create a user-centric redesign, we conducted in-depth research using multiple methods:
1. User Interviews & Observations
Conducted interviews with Subject Matter Experts (SMEs) and Internal Collectors to gain insights into workflows, challenges, and pain points.
Reused insights from HighRadius’ Integrated Receivables (IR) product, which faced similar challenges.
2. Internal Collaboration (Miro Sessions)
Worked closely with Product Managers, UX Directors, Functional Consultants, and Product Leaders to:
Analyze competitor feature gaps.
Identify the most common user pain points.
Review Pendo analytics on feature usage.
3. Competitor Benchmarking
Studied tools like YayPay, My DSO Manager, and Invoiced to analyze best practices in collections management, automation, and user experience.
Evaluated how competitors handle worklist prioritization, communication tracking, and payment follow-ups.
Compared UI/UX patterns across competitor tools to identify design gaps and opportunities for improvement.
Reviewed how competitors integrated automation to reduce manual efforts and improve collector efficiency.
4. Behavioral Analysis with Pendo
We tracked:
Feature adoption rates → Identifying underutilized functionalities.
User drop-off points → Understanding where users struggled.
Time spent on key tasks → Highlighting workflow inefficiencies.
Key Findings from Research
Collectors spent 40% of their time searching for customer data.
Emails and calls accounted for 60% of workflow, making tracking difficult.
Manual prioritization often led to missed follow-ups.
The in-app calling feature was unused due to its complexity.
Competitors provided a more modern, visually superior UI experience.
Aging Bucket details were not actionable—needed better visualization.
User Persona
Primary User: Collection Analyst
Information Architecture (IA)
One of the key structural improvements in RadiusONE 2.0 was the restructuring of the Information Architecture to optimize navigation and accessibility.
Design Iterations
Design is a journey of exploration and refinement. We experimented with countless variations, fine-tuned workflows, and gathered continuous feedback until we arrived at a solution that felt just right.
Some Key Screens from the Finalized Design
Worklist: Prioritized Tasks at a Glance
The Worklist serves as the central hub for collectors, offering a prioritized view of accounts needing immediate attention. Some of the major upliftments:
Last of Last Action: Provides deeper context for follow-ups.
Visual Aging Buckets: Transform raw data into actionable insights through intuitive visuals.
Greeting & Daily Progress Summary: Displays essential KPIs for quick reference.
Customer 360: A Unified View of Customer Information
The Customer 360 provides a comprehensive overview of each customer’s financial relationship and interactions. The redesigned tabs offer detailed insights:
Account Summary: Displays essential financial stats, outstanding balances, and risk indicators.
Insights: Visual trends and patterns related to payment behavior.
Invoices: A breakdown of invoices, with status indicators for pending and overdue payments.
Communication: Centralized call and email tracking for better follow-ups.
Promise to Pay: Visual indicators showing the status of payment commitments.
Dispute Management: Overview of open and resolved disputes with quick filters for easy tracking.
Utility Panel (Globally Accessible)
The newly introduced Utility Panel is available across all screens, allowing collectors to manage tasks without switching modules:
Notes: Quickly add updates linked to customers or specific actions.
Tasks: Manage to-do lists from anywhere within the app.
Recent Activities: Stay updated on the latest customer interactions.
Dialer: Seamless Calling Experience
The Dialer allows collectors to initiate and manage calls effortlessly, functioning like a handy floating phone interface. It mirrors a familiar smartphone experience, enabling smooth multitasking without disrupting the workflow:
Dialpad View: Initiate a call quickly with easy access to customer information. A default contact person is pre-selected for faster calling.
Active Call View: Displays relevant customer data during ongoing calls.
Mini Dialer: A minimized version that allows multitasking while keeping the call active.
Email Inbox: Centralized Communication Hub
A dedicated space for managing all email communications without switching between external tools. The familiar design (inspired by popular email platforms) simplifies message tracking and improves productivity.
Prototype
Explore the interactive prototype to experience the design in action:
View Interactive Prototype Here
Feedback from Initial Demo
Some of the early reactions from key stakeholders after presenting the first demo:
Conclusion
The redesign of RadiusONE was more than a visual upgrade—it addressed real world challenges by simplifying workflows, enhancing automation, and creating a more intuitive and efficient user experience.
The transition from EXTJS to ReactJS unlocked greater scalability and flexibility, while new features like intelligent prioritization and workflow automation significantly reduced manual effort.
The positive feedback from stakeholders and users validated the redesign’s success. The solution’s effectiveness led to its adoption across future platforms, demonstrating the robustness and adaptability of the design.
This project underscored the value of thoughtful collaboration, continuous iteration, and delivering solutions that are both functional and user-centric—key lessons to carry forward in future design challenges.
