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I led the end-to-end design of a business banking platform, including ACH Payments, Wire Transfers, FX Wires, Real-Time Payments, ACH & Wire Templates, employee-facing enterprise platforms & more
My Role: Designer
I inherited a fragmented business banking platform and transformed it into a cohesive, scalable experience through research-driven design and cross-functional collaboration.
The Challenge: Major Usability & Consistency Issues
Major usability challenges: siloed ACH and Wires, no design system, outdated code, poor mobile support, and misaligned stakeholders—all contributing to a fragmented experience.
Designing for the Future: AI Integration
I approached the redesign with a forward-thinking mindset—balancing immediate usability improvements with a long-term vision for AI integration. My goal was to create a holistic, data-driven experience that guided users through complex workflows in a conversational, intuitive way.
I began with small but strategic updates to ACH and Wire flows, using step-by-step questions like “What type of wire are you sending?” and “Who are you paying?” to simplify entry points. These changes laid the groundwork for future AI functionality, such as predictive prompts: “You usually pay your electric bill on the 1st via RTP. Would you like to send a payment now?”
By focusing on scalable design from the start, I ensured the platform would stay usable now and adaptable later.
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Research-Driven Design
To ensure the product stayed competitive and user-friendly, I grounded every design decision in research. This included:
• AI & fintech trend analysis – Studied how predictive analytics, automation, and conversational UIs could enhance online banking.
• Sales insights – Surveyed the sales team to identify weak spots in product demos and features that failed to convert.
• Internal interviews – Spoke with product stakeholders to understand technical and user pain points.
• Quantitative analysis – Used Pendo to identify drop-off points and optimize key workflows.
• User testing – Ran focus groups with banking clients to validate designs in real time.
A/B Testing for Wire Transfer Redesign
I conducted an A/B test comparing the old design (Version A) with the redesigned version (Version B). The goal was to measure key performance indicators such as completion time, error rate, user satisfaction, abandonment rate, and conversion rate.
The results demonstrated that the redesign led to significant improvements across all metrics, delivering a faster, more efficient, and user-friendly experience for customers.
Partnered with the design system team to use reusable components and design tokens, and log any bespoke components I designed.
Unified ACH and Wires into a modern, cohesive experience that reduced user confusion and increased parity across flows.
Improved accessibility by incorporating WCAG-compliant features like high-contrast states.
Made everything responsive, prioritizing mobile web usability and maintaining parity with the native app.
Managing Business Banking Complexity
Each design decision had to account for technical, regulatory, and usability requirements. I simplified where possible, aligning UX across complex systems while reducing friction and tackling business reqs.
Ticket requirements for ACH templates
Close-up of a few requirements for ACH templates
User permissions (e.g., template editors locking fields for template viewers).
API call timing (e.g., at what point should an FX wire interaction lock in a currency rate, or expire).
Varying scenarios based on user entitlements, accounting for all different outcomes of an interaction.
Despite these challenges, I unified workflows across platforms, ensuring a scalable system that met business and user needs.
Unlike Wires and ACH, which had legacy constraints and required incremental improvements, Real-Time Payments (RtP) was a new feature that offered an opportunity to design a more modern, streamlined experience.
Based on user research, I drew inspiration from consumer-facing payment platforms like Venmo and Zelle, ensuring that RtP felt intuitive, quick, and familiar to users accustomed to real-time transactions.
Key Decisions Included:
• Narrower breakpoint
RtP featured a simplified, visually distinct interface to reinforce its instant-payment nature. Nixing our standard 1260px wide container and using a narrower Tailwind framework, one that we already used in our digital account opening platform, helped achieve this goal while minimizing dev lift.
Right: Initial full 1260px standard width- scrapped
• Mobile-first responsiveness
Given the nature of Real-Time Payments happening on-the-go, I ensured the design was optimized for mobile web usability in the off-chance someone didn’t have the native app.
This accounted for users ranging from Bill, a 67 year old farmer in rural Iowa needing to send COD for an arrival of livestock, to Reagan, a rising senior at NYU accepting payments from her vintage clothing booth at the Brooklyn Flea.
• Introducing a "Recent Payees" feature
Rather than only having to search a dropdown for past recipients, I added a "Recent Payees" section where the user could quickly access their most recipients through clickable chips.
I worked with multiple teams for Real-Time Payments. To ensure my design decisions were both technically feasible and met necessary business requirements, I:
• Held weekly desk-checks with developers to align on feasibility and design integrity.
• Led weekly grooming sessions to answer UX-related development questions in real-time.
• Made crucial design changes that were necessary in order to not increase dev scope.
For example, initially the project roadmap included messaging compatibility which I had designed as a sidebar, in order to not cover up the activity table. Later, messaging was removed from the scope, and while I considered reverting to the full-width table, development had already built the narrower framework. In order to not increase their scope, I repurposed the unused message sidebar real estate for a payment details slide-out, keeping key information accessible without redesigning the layout.
Messaging functionality removed from initial scope
Initial messaging sidebar, later repurposed to payment details slide
Sub-User Administration
One major 2025 initiative was overhauling the internal-facing Sub-User Admin tool, which stakeholders described as:
"A multi-step process with poor layout, overlapping fields, and a bad UX—sales avoids demoing it, or hides features to make it appear cleaner.”
I anticipated the redesign early and delivered ahead of schedule by:
• Using design tokens to ensure UI consistency and easy dev implementation.
• Eliminating horizontal scroll, replacing it with a clean vertical structure.
• Working within existing frameworks to reduce technical overhead.
•Streamlining permission flows for clarity and efficiency.
Inheriting a fragmented, inconsistent system was a major challenge, but through research-driven design, strategic collaboration, and a forward-thinking approach, I transformed the business banking platform into a cohesive experience.
By laying the groundwork for AI-powered enhancements and ensuring usability improvements, I helped future-proof the platform while delivering immediate business impact.This experience reinforced my ability to tackle complex design problems, align cross-functional teams, and drive business outcomes through UX innovation.