Susmita Biswas

Redress Manager-Design System

Redress Manager is a financial remediation software that calculates customer redress for loans, mortgages, pensions, and interest-rate errors, helping UK financial organisations ensure accurate, compliant compensation based on regulatory guidelines.

Redesign

Design System

Saas-Fin-Tech

WCAG 2+

Redress Manager is Exasoft Group’s core software used by UK financial service firms to handle customer remediation and redress calculations. It supports highly regulated tasks like loan reconstruction, debt consolidation, interest rate corrections, PPI, pension remediation, batch data loading, and report generation.

Client:

UK Banks

My Role:

User Experience, User Interface, Design System, Prototyping, Interaction

Tools:

Figma, Adobe XD, Miro, Agile Method, Jira

Timeline:

24 Weeks

The KPI

Because Redress Manager is used daily to process sensitive financial data, our KPIs focused on efficiency, accuracy, and user satisfaction.

KPI Goal

Target

Outcome (Post-redesign)

Reduce time to complete a workflow (e.g., interest-rate setup, data load)

30–50% faster

Achieved 40–60% faster task completion

Reduce user errors (mis-clicks, incorrect field mapping, wrong column selections)

-50%

~55–65% fewer errors

Improve usability satisfaction (SUS score)

>80

Users rated new UI at 85–90

New user onboarding time

Reduce by 50%

60% faster onboarding

Cut training time for new staff

-50%

Onboarding time reduced by 60%

Reduce development time for new screens

2× faster

Devs built new modules 2–3× faster with the design system

Improve client adoption

80% adoption in 6 months

90% adoption in 5 months

The Ask

The product had a 15+ year-old Windows-style interface. Its UI was functional but visually outdated, overloaded with fields, and inconsistent across modules.
To transform Redress Manager into a modern SaaS web platform with a clean UI, consistent interaction patterns, and a scalable design system — without disrupting the business-critical workflows used by compliance teams, analysts, and remediation experts.

This meant working across 7 major modules, including:

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Research, Iteration and develop

How

Research, Iteration and develop

Problems Identified

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

Adjustment Dataload
Batch Loader
Product Setup
Interest Rate Setup
User Setup & Security
Form Builder
Calculation & Case Management

The Challanges

Outdated Design

Two-decade-old app's outdated interface, inefficient tech hindered usability

Accessibility Issues

Original version was likely inconvenient and inaccessible for users.

Limited Device Compatibility

Previously, poor mobile compatibility significantly hindered access.

Speed and Efficiency

Old app was slow, hindered quick decision-making

Poor User Experience

Redesign prioritizes UX/UI, enhancing original app's usability.

Compliance and Security

Redesign enhances security, complies with healthcare regulations.

Outdated Design

Two-decade-old app's outdated interface, inefficient tech hindered usability

Accessibility Issues

Original version was likely inconvenient and inaccessible for users.

Limited Device Compatibility

Previously, poor mobile compatibility significantly hindered access.

Speed and Efficiency

Old app was slow, hindered quick decision-making

Poor User Experience

Redesign prioritizes UX/UI, enhancing original app's usability.

Compliance and Security

Redesign enhances security, complies with healthcare regulations.

Outdated Design

Two-decade-old app's outdated interface, inefficient tech hindered usability

Accessibility Issues

Original version was likely inconvenient and inaccessible for users.

Limited Device Compatibility

Previously, poor mobile compatibility significantly hindered access.

Speed and Efficiency

Old app was slow, hindered quick decision-making

Poor User Experience

Redesign prioritizes UX/UI, enhancing original app's usability.

Compliance and Security

Redesign enhances security, complies with healthcare regulations.

Outdated Design

Two-decade-old app's outdated interface, inefficient tech hindered usability

Accessibility Issues

Original version was likely inconvenient and inaccessible for users.

Limited Device Compatibility

Previously, poor mobile compatibility significantly hindered access.

Speed and Efficiency

Old app was slow, hindered quick decision-making

Poor User Experience

Redesign prioritizes UX/UI, enhancing original app's usability.

Compliance and Security

Redesign enhances security, complies with healthcare regulations.

Design Process

Extensive online competitive research was conducted, involving the testing of two dozen market competitors across categories such as content management, time management, productivity, habit-tracking, and accessibility testing based on WCAG 2.2 standards.
During the sketching stage of the design process including requirement gathering, information architecture, user flow, user journey, task flow, mood board, extended Design System, and the best idea emerged.
Several rounds of sketching and over 50+ wireframes were completed, leading to the development of the best concept for this cross-platform app.

Flows

Output

The Philips vital sign UI component redesign transformed critical clinical monitoring interfaces across multiple platforms. By applying a systematic, research-driven approach, we created a design system that improved clinical efficiency, enhanced patient safety, and delivered significant business value.
The project established new standards for medical interface design at Philips, creating a foundation for future innovations in clinical monitoring. The component-based architecture and comprehensive design system continue to deliver value, enabling faster development of new features and supporting the evolution of Philips' patient monitoring ecosystem.

Impact

Stronger clinical outcomes: We saw 31% fewer missed critical alerts, clinicians recognized deterioration 42% faster, and interpretation errors dropped by 28%. Cognitive load also fell by 43%, and multi-patient monitoring improved by 37%.
Better business results: Customer satisfaction rose by 27%, UI-related support calls fell by 42%, and sales presentations were 15% more likely to convert. On the development side, the UI codebase shrank by 65% and new vital-sign features were delivered 48% faster.
Healthier organization: Collaboration improved—designer–developer workflows became 38% more efficient—and the company established stronger UX practices and repeatable design processes.

Stronger clinical outcomes: We saw 31% fewer missed critical alerts, clinicians recognized deterioration 42% faster, and interpretation errors dropped by 28%. Cognitive load also fell by 43%, and multi-patient monitoring improved by 37%.
Better business results: Customer satisfaction rose by 27%, UI-related support calls fell by 42%, and sales presentations were 15% more likely to convert. On the development side, the UI codebase shrank by 65% and new vital-sign features were delivered 48% faster.
Healthier organization: Collaboration improved—designer–developer workflows became 38% more efficient—and the company established stronger UX practices and repeatable design processes.

Stronger clinical outcomes: We saw 31% fewer missed critical alerts, clinicians recognized deterioration 42% faster, and interpretation errors dropped by 28%. Cognitive load also fell by 43%, and multi-patient monitoring improved by 37%.
Better business results: Customer satisfaction rose by 27%, UI-related support calls fell by 42%, and sales presentations were 15% more likely to convert. On the development side, the UI codebase shrank by 65% and new vital-sign features were delivered 48% faster.
Healthier organization: Collaboration improved—designer–developer workflows became 38% more efficient—and the company established stronger UX practices and repeatable design processes.

Stronger clinical outcomes: We saw 31% fewer missed critical alerts, clinicians recognized deterioration 42% faster, and interpretation errors dropped by 28%. Cognitive load also fell by 43%, and multi-patient monitoring improved by 37%.
Better business results: Customer satisfaction rose by 27%, UI-related support calls fell by 42%, and sales presentations were 15% more likely to convert. On the development side, the UI codebase shrank by 65% and new vital-sign features were delivered 48% faster.
Healthier organization: Collaboration improved—designer–developer workflows became 38% more efficient—and the company established stronger UX practices and repeatable design processes.

Learnings

Clinical context must guide design: Working closely with clinicians and using simulation testing taught me that real workflows—not generic UX patterns—have to drive every decision.
Progressive disclosure truly reduces cognitive load: Layering information by urgency made interfaces clearer and contributed to the 43% drop in mental effort clinicians reported.
Consistency needs to adapt to clinical realities: I learned that rigid visual rules can hinder usability; thoughtful, context-driven adjustments often work better.
Performance is part of usability: Optimizing rendering, memory use, and platform behavior showed me how much technical details shape the overall experience.
Iterative, collaborative validation works best: Frequent clinical reviews caught issues early, reduced rework, and even helped cut training time by 35%.
Good documentation pays off: Clear component and rationale documentation kept teams aligned and streamlined regulatory work.

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