Turning a 2-hour workflow into 9 minutes
Redesigning a complex back-office workflow to make bulk fee changes in contracts faster, clearer and significantly less manual.
Company
MSPS Groep • Infomedics
Product
Back-office system
Impact
~93% reduction in task time
From approximately 120 minutes to 8–9 minutes for a bulk fee change.
The context
Infomedics operates complex financial processes within the Dutch healthcare sector. Many of these processes are managed through an internal back-office application used by operational teams.
One of those processes involved changing fees in contracts for multiple customers. What appeared to be a relatively straightforward administrative task had become a time-consuming workflow involving repetitive manual actions.
Changing just one type of fee for a single customer group could take approximately two hours to complete.
The challenge wasn’t simply to make the interface easier to use. It was to rethink how the task could be completed altogether.
The challenge
How might we turn a repetitive manual process into an efficient bulk workflow without losing control or clarity? The existing process required users to handle changes individually, even when the same adjustment needed to be applied across a larger selection.
This created three core UX challenges:
2
Complexity
The solution had to work within an existing enterprise application, its business rules and technical constraints.
Efficiency
1
Repetitive actions made a relatively simple task unnecessarily time-consuming.
Introducing bulk actions meant users needed to remain confident about what they were changing and which customers would be affected.
Control
3
My role
My contribution included:
Understanding the existing workflow and identifying friction.
Translating business requirements into user flows.
Exploring and iterating on interaction concepts.
Designing the bulk-change experience.
Collaborating with Product Owner, Business Analysis, Development, QA engineer, and stakeholders.
Refining the solution within existing technical and product constraints.
Validating the designs with users.
Framing the design
Understanding the problem
The biggest opportunity wasn't a better screen. It was eliminating unnecessary work. Instead of immediately redesigning the existing interface, I looked at the task users were trying to accomplish. The underlying need was not to perform the same fee change repeatedly. Users wanted to define a change once and apply it efficiently to the relevant customers.
That reframed the design challenge from: How can we improve the existing fee-change flow? To: How can users safely make one change across multiple customers?
This shift became the foundation of the solution.
Designing with constraints
Enterprise UX rarely happens on a blank canvas.
The solution had to fit within an existing back-office application, established business logic and technical architecture. This meant continuously balancing the ideal user experience with what could realistically be implemented.
Working closely with Business Analysis, Development and QA helped surface those constraints early and allowed the design to evolve collaboratively rather than becoming a handover at the end of the process.
For me, this was an important part of the design work: simplifying the experience without simplifying the complexity behind it.
From individual actions to a bulk workflow
The redesigned experience moved away improving the existing individual fee change environment. Instead, users could work through a dedicated bulk flow: selecting the relevant customers, defining the change and reviewing their choices before applying it.
The interaction was designed around three principles:
1. Select with confidence
Users need to clearly understand which customers will be affected before making a bulk change.
2. Configure once
Shared changes should be defined once rather than repeatedly entered for every customer.
3. Review before committing
Because one action can affect multiple customers, the experience needs to provide sufficient visibility and control before the change is applied.
The outcome
From ~120 minutes to 8–9 minutes
The redesigned bulk workflow dramatically reduced the time required to complete the task.
Before
≈ 120 min
Individual, repetitive processing
After
≈ 8–9 min
One streamlined bulk workflow
Result
≈ 93%
Reduction in task time