WORK
CONTACT
International
payment
PROJECT
IMPROVING UX OF IPAY
SUMMARY
I redesigned the International Payment flow for Uganda, enhancing the customer experience by introducing new features such as exchange rate booking, the ability to use pre-deal rates during transactions, and the option to resume incomplete transactions.
RESPONSIBILITIES
CX, UX, UI
research outline
The work for the project started by identifying pillars of data to deep dive into the scope for enhancing the experience for cross-border payment “International Payment”.
Initiator
Sender Bank
SWIFT / Intermediate
Receiver Bank
Recipient
Thirdly we make a detailed journey map split across user stages.
Awareness & Initiation
Account Verification & Preparation
Bank Entry & Validation
Bank Confirmation & Authorization
Post-Transaction & Follow-Up
Market Competitiveness & Differentiation
Second we, segments findings by phases in the International Payment lifecycle.
What’s currently provided?
What’s currently operational?
What is the end-to-end delivery touchpoint?
How do systems and platforms work today?
Painpoints
First we find answers, by key framing questions.
findings
International Payments suffer from fragmented systems, lack of transparency, and manual bottlenecks—creating opportunities for end-to-end tracking, automation, and a unified, trust-driven user experience.
Opportunities & Recommendations
Implement end-to-end payment tracker for transparency.
Unify platform experience between initiating and receiving parties.
Add status notifications at each key stage (initiated, verified, transferred).
Build smart automation for account and document validation.
Enhance error resolution workflows with clear failure reasons.
Integrate exchange rate lock-ins for user trust and satisfaction.
Educate users about regulatory checkpoints and expected timelines.
Major Pain Points
Unclear status tracking for international payments.
Manual verification delays across banks (sender/receiver).
Limited transparency into exchange rates, fees, and deductions.
Error-prone processes due to fragmented data sources.
Poor communication and update mechanisms for customers.
Different system handoffs (SWIFT, intermediary banks) increase friction.
Regulatory checks add delays with minimal user understanding.
UX inconsistency across platforms and actors (banks, apps, SWIFT).
Overall Observations
Current services are fragmented with siloed platforms and inconsistent UX.
System dependencies (like SWIFT, validations, and authorization layers) add latency.
Lack of end-to-end visibility creates user anxiety and reduces trust.
Compliance and manual interventions slow down processing.
Customer & Business Needs
Real-time tracking of payment journey like parcel tracking.
Upfront fee visibility and breakdown of charges.
Streamlined KYC & account validation to speed up onboarding.
Better customer support during failed or delayed transfers.
Seamless flow across multiple platforms (sender to recipient).
Automation of repetitive processes like account linking or document uploads.
a look at the figma board
sneak-peak of the mobile screens
RECENT WORKS
