Prepaid2Cash
Prepaid2Cash enables users to convert eligible prepaid cards into cash. The goal was to make the cash-out experience clear, intuitive, and trustworthy, helping users understand each step and complete their transaction with confidence.
Client:
Prepaid2Cash
Category:
UX/UI Design, Task Flow, Design Systems
My Role:
Senior UI Designer
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Simplifying The card-to-cash experience
I focused on simplifying the task flow, improving information hierarchy, and creating a cohesive UI that guides users from card selection through cash-out and confirmation.
My Role & Responsibilities
Research & Discovery: Conducted UX research, heuristic evaluation, competitive analysis, and task-flow analysis to identify user pain points and usability opportunities.
UX Strategy & User Flows: Defined information architecture, mapped end-to-end user journeys, and developed user flows to simplify the onboarding and cash-out experience.
UX/UI Design & Prototyping: Created low-fidelity wireframes, high-fidelity UI designs, responsive layouts, and interactive prototypes using Figma.
Design Delivery & Collaboration: Collaborated with product, engineering, and cross-functional stakeholders to refine designs, maintain design-system consistency, and deliver production-ready specifications and design handoffs.
Why are we doing this?
Identify → Investigate → Uncover → Prioritize → Define
Identify — Recognize the business and customer problem.
Investigate — Evaluate the existing experience and task flow.
Uncover — Surface pain points, edge cases, and usability gaps.
Prioritize — Determine the most critical issues and opportunities.
Define — Establish what needs to be improved and why.
The existing Prepaid-to-Cash application was outdated and difficult to navigate, creating friction throughout the end-to-end journey. Customers frequently struggled to complete the process independently, resulting in increased call-center inquiries and additional support needs.
This highlighted an opportunity to strengthen the self-service experience by simplifying the journey, reducing unnecessary steps, and making each interaction clearer and more intuitive.
Before defining the solution, I evaluated the existing experience to understand where and why users were getting stuck. Through heuristic evaluation and end-to-end task-flow mapping, I assessed the primary journey as well as edge cases and exception scenarios to uncover usability issues, friction points, and gaps across the experience. These findings directly informed the redesign and helped ensure the new flow could support a wider range of real-world customer scenarios.
How Do We Solve it?
Translate → Simplify → Prototype → Test → Review → Refine → Align → Deliver → Monitor
Translate — Turn research findings into clear design opportunities and requirements.
Simplify — Streamline the journey and remove unnecessary steps and friction.
Prototype — Build interactive prototypes to simulate the end-to-end experience.
Test — Create realistic use cases and test scenarios, including edge cases.
Review — Analyze test results and feedback to identify usability issues and gaps.
Refine — Iterate on the solution based on findings and feedback.
Align — Present and communicate the design solution to key stakeholders, incorporating feedback and aligning on the final direction.
Deliver — Document the final designs, flows, specifications, and interaction details for development.
Monitor — Partner with developers throughout implementation, review the built experience, and monitor the solution to ensure the final product reflects the intended design.
I collaborated closely with key stakeholders and development teams throughout the process, presenting the proposed solution, aligning on design decisions, and incorporating feedback. Once the solution was approved, I prepared the necessary design documentation and specifications to support development.
During implementation, I continued to partner with developers, review the delivered experience, and monitor the solution to ensure design quality, usability, and the intended customer experience were maintained through delivery.
“I’ve worked with many designers before, but this experience was on another level. The attention to detail and thoughtful approach made the process smooth and enjoyable.”
Marketing Manager
Asif Myles
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