Investec

Helping users making sense of their transactions and complete outstanding actions on time

UX design • Data visualisation • Roadmapping

This case study demonstrates my ability to tackle complex UX challenges in a highly specialised field, balancing user needs with technical constraints and business objectives showcasing my skills in user research, facilitation, data visualisation, and iterative design processes.

Background

Investec IX, a B2B banking platform, aimed to transform corporate finance management with a digital-first approach. The platform was primarily used by corporate finance teams to manage foreign currency exchange and savings.

The challenge

Through collaboration with our user researcher, we identified three key user needs related to foreign currency services:

  1. Users struggled to track when payments to Investec were due for FX trades.

  2. Existing transaction views were unclear, making it difficult for users to understand their account activities.

  3. Delayed selection of payment beneficiaries often led to payment delays.

Hypothesis

We hypothesised that creating a unified view linking FX trades with their associated drawdowns, settlements, and payments would help users better understand their account activities and outstanding actions.

Design process

  1. Ideation and Conceptualisation:

    Internal brainstorming sessions to develop initial concepts.

    Creation of wireframes and low-fidelity prototypes.

  2. Validation:

    Conducted internal tests with Investec staff.

    Performed external tests with select corporate clients to validate the hypothesis.

  3. Iteration:

    Created further 4 versions of iteration to fine-tune the design.

Impact and results

'FX Payments' became the most frequently accessed page on the platform

  1. Significant reduction in delayed actions to complete transactions

  2. Positive customer feedback on improved clarity and usability

  3. Adoption by internal staff due to improved clarity compared to the core banking system. +“quote”

“I used to call (my dealer) to ask him what I have left to pay. Now I don’t need to call him anymore; it’s summarised on the screen.”
— A foreign currency client

Next steps

  1. Implement late action reminders to reduce delayed transactions further.

  2. Explore the possibility of integrating trade and account payments for a more comprehensive view.

Reflection

  1. Getting users to complete tasks is complex and requires different tactics based on behavioural science recommendations.

  2. The importance of testing hypotheses and obvious solutions.