01 · Context
One wallet, multiple balances and several operational realities.
The product serves individual customers, merchants, businesses and back-office teams across mobile, web and operational tools.
It was designed from scratch to support currency conversion, single- and multi-currency transactions, and cash withdrawal through agents and ATMs. The customer experience could not be separated from KYC limits, transaction controls, technical failures and the teams responsible for resolving exceptions.
The central design challenge was making complex currency behaviour understandable without asking users to perform conversion and allocation calculations themselves.
02 · My role
Hands-on product ownership with design-team leadership.
I own research, UX strategy, information architecture, flows, UI direction, design-system decisions and final design review while leading six designers.
Product framing
Translated stakeholder and operational requirements into connected customer and back-office journeys.
Complex flows
Shaped KYC, currency conversion, multi-currency transfers, withdrawal and transaction-limit experiences.
Design system
Directed reusable components and patterns across three platforms to improve consistency and review efficiency.
Team quality
Allocated work, reviewed UX and UI decisions, tested critical flows and approved designs for development.
03 · Core journey
A single transaction can draw from several wallets.
Recipients can be selected through a mobile number or QR code. The sender enters the amount in their own wallet currency and chooses between single- and split-currency modes.
04 · Product decision
Automate the calculation. Preserve user control.
A suggested starting point that users can still change
A single wallet may not contain enough balance, while the customer still has sufficient value distributed across other currencies.
When the payment screen loads, the product calculates a suggested split and highlights wallets that can contribute to the transfer.
The user can select or deselect currencies and manually edit allocations. The recipient still receives one combined transaction.
Automatic allocation happens only when the payment screen first loads. After a manual edit, the system does not silently rebalance the other wallets; instead, it keeps allocated and remaining totals visible and blocks continuation until the full amount is covered.
05 · Transaction recovery
Different states need different next actions.
The receipt brings together the transaction ID, recipient, source currencies, split amounts, rates, fees, timestamp and final status.
The completed payment remains available in transaction history.
Retry stays unavailable while processing to reduce duplicate-payment risk.
A retry action appears when the payment has failed without an unresolved debit.
The original transaction is attached so operations can investigate it.
06 · Cross-platform workflow
The customer journey continues into back-office resolution.
A dispute can be raised from the receipt or by selecting a transaction from history. Transaction details are attached automatically; the customer adds a reason, description and optional evidence.
- Select the affected transaction
- Choose a dispute reason
- Add description or attachment
- Submit and receive a reference
- Track submitted, under-review, resolved or rejected status
- Review the attached transaction record
- Validate ledger and account details
- Request additional information if required
- Approve refund or reject the dispute
- Update the customer-visible status
Resolution is currently designed around back-office validation. Automation is planned, but it is not presented here as an implemented capability.
07 · Supporting design decision
Designing a cardless, multi-currency ATM withdrawal concept.
When the team was unsure how cash withdrawal should work without a physical card, I worked with stakeholders to define a QR-initiated verification flow.
08 · Visual design
A light, trust-led interface for complex financial decisions.
Selected screens showing the core multi-currency transaction and dispute-resolution experience.
Send money
Who are you paying?
Recipient details will be verified before payment.
Funding mode
Split currencyConfirmation
Check before sending
Final exchange rates are shown before PIN authorisation.
Payment failed
The transaction could not be completed due to a technical issue.
Transaction attached
You can track the review from transaction history.
Five reconstructed mobile views connect recipient selection, split allocation, confirmation, recovery and dispute initiation.
Dispute FXD-1048
Debit concern review
Transaction details were attached automatically. The customer reports a debit after a failed payment and has added supporting evidence.
Validate ledger entries, payment state, wallet debits and any reversal before selecting a resolution.
The connected back-office view preserves transaction context and supports request-information, rejection and refund decisions.
09 · Leadership and validation
Quality control across a large, connected product.
I personally reviewed the designs, UX logic and end-to-end flows produced across the six-person team before development handoff.
Flow walkthroughs
Checked happy paths, limits, insufficient balances, incomplete KYC and failed-transaction recovery.
Cross-platform review
Validated that customer actions, operational rules and back-office resolution steps remained connected.
Design-system review
Reviewed reusable patterns and component behaviour across web, mobile and back-office interfaces.
Development support
Worked with the wider team to resolve feasibility questions and clarify intended behaviour during implementation.
Because the product is still in development, this case study presents design rationale and internal flow validation rather than post-launch customer outcomes.
Current status
A complex ecosystem moving through development.
The work connects customer and operational journeys across web, mobile and back-office platforms. The strongest lesson so far is that multi-currency UX is not only a conversion problem: it is a system of customer control, transaction safeguards and operational recovery.