Deliver2Me - CCMS

The Challenge

Before CCMS, corporate credit card management was burdened by:

• A lack of visibility into request status and approval history
  
• Confusing, inconsistent approval paths that varied by department
  
• High dependency on manual follow-ups, leading to approval delays
  
• Difficulty in auditing or referencing past requests for compliance
  

These inefficiencies created daily friction for staff, approvers, and finance reviewers alike.

Objectives

• Centralize credit card request, review, and approval processes
  
• Increase transparency across all user levels (staff, managers, finance)
  
• Ensure compliance by embedding policy logic directly into the experience
  
• Streamline approvals with guided workflows and dynamic form behavior
  
• Improve auditing and traceability through visual timelines and smart filtering

Design Approach

The CCMS workflow was designed around three core stages: Submit → Approve → Review. Each stage required tailored experiences for specific roles while ensuring traceability and compliance remained intact across the entire system.

1. Research & Alignment

• Conducted interviews with 20+ users: staff requestors, approving managers, finance reviewers
• Identified common friction points including unclear status, inconsistent processes, and missing audit trails
• Mapped the user journey across all three stages to define key moments of interaction and failure

2. Workflow Optimization

• Reconstructed the approval process into a streamlined, digital-first flow
• Designed conditional paths based on card type, amount, department policy, and urgency
• Created a logic framework that adapts dynamically while maintaining policy integrity

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3. Interface Design by Role

• Submit (Staff): Created a guided smart form that adapts to inputs, reducing guesswork and mistakes
• Approve (Manager): Built a focused interface showing pending requests, supporting documents, and escalation paths
• Review (Finance): Developed a detailed trail view with timestamps, notes, and compliance triggers for auditing

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4. Testing & Iteration

• Prototyped each user role journey in Figma for interactive walkthroughs
• Conducted role-specific usability tests to validate clarity, flow, and system trust
• Iterated on wording, logic prompts, and alert states to reduce ambiguity and errors

Results

• Reduced average approval time by ~40%
• Improved visibility and accountability across 1,000+ users
• Enabled smoother audit processes with clear trails and fewer follow-ups
• Increased compliance through built-in policy guidance

Visual Design

What I Learned

This project showed me how internal tools can quietly create massive impact. I learned to approach enterprise UX not just as a design problem, but as a change management opportunity. When you're asking users to break old habits and trust a new system, the design must feel not only functional, but respectful of their time, workflows, and expertise.

I deepened my ability to:

• Balance clarity with complexity in data-heavy workflows
• Design for multiple roles without overwhelming any single user group
• Translate compliance rules into natural, unobtrusive interactions

Reflection

Designing CCMS taught me the power of simplifying internal tools that directly impact daily operations. The challenge wasn’t just UI clarity, it was about creating trust in a new system that replaced familiar, if inefficient, habits.

If I could revisit the project, I would involve finance reviewers earlier in the process. Their late-stage feedback led to valuable iterations that could’ve been addressed sooner.

This project reinforced that great enterprise UX is invisible, when users don’t have to think about the tool, it means the design is doing its job. CCMS may not be glamorous, but it’s a system that quietly saves time, ensures compliance, and brings peace of mind to everyone who uses it.