My role & mandate

I served as the design lead and hands-on product designer for Benker’s core retail banking experience across mobile and web. I owned the end-to-end deposit journey including onboarding, KYC verification, card tokenization, and 3DS card validation ensuring banking grade compliance while keeping friction low for everyday customers.

Challenges

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Benker was scaling into regulated distribution channels while inheriting legacy flows that weren’t designed for PSD2/SCA rigor or low-confidence first-time banking customers. High-stakes actions (deposit, execution, withdrawal) lacked robust confirmation patterns, risk cues, and reversibility. State and risk communication were inconsistent across surfaces, auditability and localization fell short of partner and regulatory expectations, and accessibility and edgecase handling needed enterprise grade guardrails without splitting the codebase.

The process

I rebuilt the end-to-end financial journey: onboarding → deposit (KYC/card) → discovery → execution → portfolio → history around three principles: trust, reversibility, and clarity.

• I introduced standardized risk and state communication, unifying error, pending, success, and escalation states across flows for predictable behavior and faster recovery.
• I redesigned confirmations and high-stakes moments to increase credibility and cognitive safety, adding progressive disclosure, explicit risk summaries, and defensible defaults.
• I implemented a visual and verbal system calibrated for bank-grade tone, contrast, and density, optimizing legibility without adding friction.
• I partnered weekly with Compliance, Legal, and Security to ensure localization, accessibility, and high-risk edge cases met enterprise thresholds, including audit trails that survive regulatory scrutiny.
• I instrumented all critical decisions and ran quant + qual tests to confirm gains in comprehension, pass rates, and perceived trust not just cosmetic UI changes.
• I established a reusable component and pattern library that supports multi-market rollout and white-label distribution without forking the product.

Outcome

• KYC and card validation pass rates improved through clearer guidance, real-time feedback, and resilient 3DS fallbacks.
• Deposit success rates increased while maintaining strong fraud and chargeback controls via strengthened confirmation patterns and risk signaling.
• White-label readiness unlocked distribution without building a separate product, meeting enterprise standards for auditability, localization, and accessibility.
• Component/system reuse reduced time-to-new-market, lowering delivery cost and risk for

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