Product Design · Desktop
Redesigning complex payment workflows to improve operations efficiency by 4X and boost client satisfaction by 5% for a global financial platform.
DURATION
May 2024 - Jan 2025
TEAM
Stakeholders
UX researcher
Engineering partners
ROLE
Lead product designer
UX Strategy
My impact
80% Approval
Clients research
+5%
Client Satisfaction Score (CSAT)
4X
More efficient
Q4 2025
launched
The problem
Platform users are challenged by inefficient and segmented UX, resulting in 60-second information locate time and 46% task incompletion rate. This impacts smooth operations and makes up 50% of all support center calls.
As a part of a JPMorgan flagship treasury platform, this workflow streamlines the post payment monitor, track, communication, and edit experience.
Final deliverables
Payment details
One-stop location for users to monitor and track a submitted transaction, containing details ranging from dates to status.
Multi-recipient payment details
US ACH payments contain multiple recipients, each recipient's details are displayed in a table. Because all recipients' fund moves together during the first two steps, there is no individual display of tracking.
Recall/Cancel/Edit a payment
Dynamic CTA actions are available depending on the payment status, and inquiries can be submitted through the request form.
Returned payment
Unsuccessful payment has an informative pop-up at the top of the page containing the reason and returning status of the money.
Send a message
Messages can be created and sent directly on the inquiry page, one at a time to ensure prioritization and order.
Approve a message
Pending approval message can be released through two clicks. Pending approval inquiries can also be approved/rejected in a similar mechanics.
Paint point #1: Weak & outdated visual hierarchy
Paint point #2: Segmented actions & Inquiry details
Business goals
Accelerate everyday operations
Supercharge the ways users complete tasks.
Attract new & retain old users
Increase user count to drive revenue growth.
Reduce call center volume
Minimize confusion so users can find answers.
Impact
The research participants received the new designs positively with emphasis on accessible information and easy-to-notice action buttons.
Lessons & Challenges
Go the extra step
Involve engineering early
It’ll never be perfect
