A global payments company, needed to redesign their cross-border payments platform to better support banks who were struggling to make efficient transfers and agents who were losing track of tickets.
I helped synthesize existing user and market research to identify fall-off moments, then translated those insights into eight experience imperatives that guided the redesign. We prototyped five end-to-end workflows across the most critical moments in the cross-border payment journey and held user testing with 10 support agents and partner banks to refine the designs. This work resulted in a more automated, accurate, and productive experience, positioning the platform to scale to more than 350 banks by 2026.
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