Discover our process of research and validation to revamp a case management system for revenue assurance (RA) and fraud management (FM) users.
At-A-Glance
Imagine you're part of a telecom company’s support or operations team. A customer calls in—confused by a massive bill. You dig in. That’s a case.
And in telecom, there are thousands like it—fraud, billing errors, unbilled usage.
For example:
A customer sees charges for calls they didn’t make
A business finds revenue leakage from unbilled usage
A good case management system helps you track every action, collaborate with others, and close the case quickly. But Subex’s existing tool was clunky and hard to use, solving these cases became way harder than it should be.
Imagine trying to solve a mystery with a blindfold on – that’s how Subex’s teams felt!.
It was time for a redesign.
The Challenge
Subex’s legacy case management tool—used by telecom analysts for revenue assurance and fraud investigation—was falling behind. The system was slow, hard to navigate, and lacked collaboration or intelligent workflows.
So, Subex approached us with a big mission:
“Can you make our case management faster, smarter, and easier for our teams to use?” 🎯
Why was this such
a big deal for Subex?
Subex helps telecom companies around the world manage revenue risks and fraud. But their legacy case management tool was slow, difficult to use, and lacked smart workflows. That led to
Delays
Lost Revenue
Unhappy Customers
Our Approach – Let’s Fix This!
We didn’t just jump in with a solution. First, We asked, “What’s really bothering the people who use this system every day?” So, we spoke to case managers, investigators, and analysts. And they weren’t happy at all! Here’s what they told us:
Secondary Research
As we turned to secondary research, gathering insights from broader telecom industry data, the findings reinforced the urgency to act. Across the sector, inefficient case management processes were leading to 2-5% revenue losses in many telecom companies.
How We Made It Better – The Intelligent Solution
We took an iterative approach to ensure that the final solution would truly meet the needs of the users.
Here's how we refined and perfected our case management system:
Task-Oriented
This concept organises tasks in a hierarchy and displays them in a list, allowing users to view tasks by priority, status, and due date.
Kanban board
This concept displayed offered flexibility, allowing users to display cases by their status and easily move them through different stages of investigation.
Timelines
This concept displayed cases in chronological order, highlighting key events and milestones, allowing users to easily track progress from start to finish.
Tested with Stakeholders, Backed by Users
We presented multiple design approaches to stakeholders, investigators, and end users.
After several rounds of testing and feedback, the timeline version emerged as the clear favourite—simple to follow, easy to use, and instantly understandable.
It gave users the clarity and control they were missing.
Building the Timeline Version – Why It Stood Out
Gave users a clear view of each case from start to finish
Reduced screen switching and confusion
Made handovers and progress tracking seamless
Turned a complex workflow into a simple, structured path
Helped identify blockers quickly
Introducing a Smart Intelligence System
Enabled users to visually build and customize investigation pipelines using dynamic linked work-steps.
Impact:
20+ users shifted from manual documentation to workflow templates
18 fewer incomplete cases reported during pilot
Each step is editable via overlay without leaving the screen, keeping users focused on the task.
Impact:
25 users reported smoother navigation
15 fewer interruptions caused by switching between tabs
Gave analysts a chronological view of all case actions, from creation to closure.
Impact:
12 users completed audits faster without chasing updates
Reduced follow-up queries from leadership by half
Integrated direct messaging inside cases for real-time team collaboration. Impact:
40+ chat threads migrated from external tools
Enabled instant handovers across 3 analyst shifts
Centralized storage for evidence and documents relevant to a case. Impact:
20+ teams accessed case files without waiting on email
15 fewer incidents of document version mismatch
Let users temporarily store and transfer copied data and artifacts. Impact:
Saved time for 30+ users during data-heavy investigations
Reduced duplicate entry errors by 40% Let users temporarily store and transfer copied data and artifacts. Impact: Improved productivity; ~30% of analysts avoided duplication and rework during investigation.
We took it a step further by building an intelligent system that could...
Wireframes
Visual Designs
Validating with Users
Before rolling out the final design, we tested all key features—including the timeline view, configurable workflows, inline chat, and repository access—with a diverse group of real users from RA and FM teams.
Highlights from the Testing:
89% Task Success Rate across core workflows
Avg. Time on Task: 2.9 minutes for simple tasks
User Satisfaction Score: 4.3 out of 5
Participants praised the clarity of the timeline, ease of collaboration, and overall simplicity of the experience. Feedback also guided minor refinements—like adding pipeline templates and improving visual hierarchy.
Demo Day!
As we wrapped up our journey, we had the exciting opportunity to showcase our revamped Case Management system to Subex's key decision-makers.
The feedback from leadership was incredibly encouraging, with great enthusiasm around the improvements we made.
We’re grateful for the collaborative efforts from the entire Subex team, which brought us one step closer to delivering a more intuitive and efficient case management experience!
Learnings & Reflections
Collaboration is key to the success of a project of this scale—team involvement at every stage ensures shared insights and problem-solving towards common goals. While we're still assessing the full impact through KPIs, the initial results show a clear improvement in usability and user experience. Most importantly, working with a diverse user base in a new industry expanded my skills and perspectives as a designer.
