Improving the Foundation of Transactions, Statements & Payments
Project Overview
Role: Lead UX Designer
Team: 1 Designer (Me), Customer-Facing Teams, No Direct Product Ask
Duration: Ongoing
Tools: Figma, User Interviews, Text-to-Code Prototype (V0), Internal & External Testing
Goal: Identify and redesign the highest-friction areas across our transaction, statement, and payment flows—without a formal product request—based on real customer impact and business risk.
The Challenge
Despite being core to customer trust, our transaction, statement, and payment experiences had grown outdated and inconsistent. These flows accounted for high customer support volume and attrition, yet no formal product requests had been made to improve them.
I took the initiative to investigate and redesign these experiences based on data, cross-functional input, and customer validation.
Key Problems Identified:
📞 High Support Volume – These flows drove the most frequent support calls.
💸 Attrition Risk – Poor experiences directly linked to lost users.
🔍 Lack of Ownership – No product or engineering roadmap for fixing core UX debt.
🧩 Fragmented Experiences – The most-used features were the least polished.
🚫 No Single Source of Truth – Different tools showed different data formats and logic.
The Approach
Rather than waiting for direction, I:
Interviewed CX & Support Teams – To identify the most painful user flows.
Mapped the Current Experience – Across all 3 pillars (Transactions, Statements, Payments).
Prioritized by Impact – Based on usage, call volume, and business risk.
Designed the Ideal Flow – Streamlined, consistent, and confidence-building.
Built a Text-to-Code Prototype – To make it real, testable, and visible early.
Key Improvements
🧾 Unifying Transactions + Statements – Same formatting, smarter grouping, cleaner filters.
💳 Payment Visibility – Users see where they are, what they owe, and what’s next.
⚡ Actionable Flows – Reduced passive views; increased contextual actions (e.g., Pay Now, Report Issue).
🎯 Consistent Language – No more “billing cycles” vs. “statement periods” confusion.
🧠 Confidence-Driven UX – Information hierarchy designed for clarity, trust, and quick action.
Prototype Testing Results
We tested the interactive prototype internally and externally:
✅ Internal Teams – 100% confidence score across testers: “This just makes sense.”
✅ Training Use Case – Used by new hires to onboard faster and understand flows.
✅ Customer Testing – Users completed all tasks with no guidance or confusion.
You can interact with the working prototype here: Prototype link
What’s Next
We’re currently working to implement the most critical portions of the new design, while phasing in lower-risk improvements in subsequent sprints.
Final Takeaways
💡 Even without a formal ask, high-impact improvements can (and should) be initiated.
📊 Customer-facing teams are a goldmine for prioritizing UX debt.
🧪 Prototypes are more than visuals—they’re tools for momentum and clarity.
