KPMG Pulse

Summary

The goal of KPMG Pulse was to improve operational efficiency and reduce the friction caused by email overload, document loss and slow task follow-up.
This project was part of KPMG’s digital transformation strategy and aimed to accelerate task completion, improve collaboration and increase client autonomy.

Project Overview

• Role: Lead Product Designer

• Team: 1 PO, 6 Developers, QA, UX Researcher

• Domain: B2B Procurement – Buyers & Suppliers

• Responsibilities: Product strategy, stakeholder alignment, UX delivery

• Methods: UX strategy, flow design, prototyping, final UI delivery
  
  

Problems

Before KPMG Pulse, collaboration between KPMG advisors and their clients relied heavily on emails, manual reminders and shared folders. This led to broken workflows and delays in accounting processes:

• Clients regularly forgot to upload mandatory documents or didn’t know which ones were required.

• Communication was scattered across emails, making it difficult to track requests and responsibilities.

• There was no centralized view of pending actions, deadlines or missing files.

• The experience was not optimized for mobile, even though many clients managed their work on the go.

Challenges

KPMG Pulse had to transform a manual, email-based accounting workflow into a simple mobile experience for non-technical users. The main challenges were:

• Clarifying complex document and task flows

• Engaging users with low digital maturity

• Reducing friction caused by scattered communication

• Maintaining trust with secure but simple authentication

• Ensuring scalability and consistency across platforms

🎯 Success Metrics

UX Strategy

The design strategy focused on reducing friction and cognitive load by transforming fragmented email exchanges into a clear, guided mobile workflow. Since most KPMG clients are business owners with low digital tolerance, the experience had to feel simple, reassuring and actionable from the first interaction.
To achieve this, I defined three UX pillars:

1. Clarity through guidance

2. Mobile-first productivity

3. Reducing friction with smart UX

Design Methods

To ensure alignment and delivery at speed, I combined:

• User flow modeling to simplify task and document logic

• Design system foundations for consistent UI patterns

• Usability testing loops with non-technical clients

• Close collaboration with engineering to maintain feasibility
  
  

Impact

The launch of KPMG Pulse improved both client efficiency and internal delivery performance, while laying the foundation for future product evolution.

🎯 +60% visibility on pending tasks
🎯 +45% increase in document submission rate
🎯 –35% email exchanges thanks to in-app communication
✔️ +40% mobile adoption from clients in the first month
✔️ Reduced follow-up workload for KPMG advisors
✔️ Faster feature delivery thanks to reusable components

Learnings

• Simplicity is a strategy : a task-first structure helped users act faster.

• Design only works when aligned with delivery : collaboration with PO and devs was key to speed.

• Guidance reduces friction : small decisions like inline help and feedback unlocked adoption.

• A scalable structure matters : building with components made evolution faster