Three UX Problems We Fixed in Collect

The original onboarding asked business owners to enter details in the app, then send identity documents over WhatsApp to a phone number. After that, they waited without a clear status or timeline.

For a financial product, that broke trust immediately. We were asking users to share sensitive documents through a channel that felt informal, untracked, and disconnected from the product.

The fix was to bring document capture and KYC status into the app. Users could upload documents directly, see when they were received, understand review status, and know what to do if something needed correction.

Collections managers often needed to call customers while looking at mandate details: amount, due date, payment history, and outstanding balance.

Before the fix, calling meant leaving the app, opening the dialer, typing or copying a number, making the call, and returning without the same mental context.

A simple call icon solved more than a tap count problem. It opened the dialer with the number prefilled while keeping the Collect context available in the background.

The instalment page originally focused on due dates. That made sense for collections, but it failed reconciliation.

At month-end, users needed a different question answered: of everything expected, what actually came in during this period? A due-date filter could not answer that cleanly.

Adding paid-date filtering gave users a reconciliation view without exporting data or manually cross-checking records. The same data became useful because the axis changed.