Imagine this…

A wire transfer platform that can send millions instantly to the right person through the correct payment rail, making the process seamless and easy.

The Problem
Time=Money, and in the fast-paced bank wire transfer business, the more transactions you process, the more fees you can charge. This platform’s piecemeal design resulted in outdated and complicated-looking screens, leading to a high time-to-completion number.
Project Origins (The “Before”)
The Solution: New Payment Creation Screens

The solution for this project was developed using Design Thinking and involved the following steps:

  1. Extensive research was conducted, developing “Tasks-to-be-Done” and other Persona documents.
  2. Based on the research, the team defined a number of KPIs focusing on improving the Time to Completion and the Number of Errors benchmarks.
  3. I conducted several ideation workshops aimed at designing an effective solution.
  4. A series of user testing sessions were performed in order to validate the designed solution.
  5. Based on user testing and customer input feedback, the team conducted several design and development iterations to improve the solution.
Personas
Initial User Testing focused on Time to Completion speed.

Analytics and user testing revealed an increased Time to Completion (TTC) speed with the new design. A faster TTC means more transactions per hour/day which in turn means larger fee-based revenue numbers.

In Person User Validation
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Summery and some findings from In Person User Validation
Summery

This project is driven by Design Thinking and involves product, engineering, and customer success teams. The solution’s KPIs are based on analytics and have been validated through customer feedback and user testing sessions.