BNY, Payment Platforms
Enabling banks to track payment data over $9.5B in transactions
3min read
Role
Product Designer
Timeline
2025
Team
In late 2024, I joined the Global Payments & Trade team to redesign Unified Payment Platform (UPP): a core internal tool used daily by hundreds of operations and finance professionals. Despite its popularity, UPP suffered from poor usability and fragmented information flow, affecting processing efficiency and user satisfaction.
Impact
Led the redesign of the Unified Payment Platform (UPP), enabling users to efficiently track, manage, and edit payment processing data for over 9.5 billion dollars in transactions.
Boosted user satisfaction by 25% via 7 user interviews, usability testing sessions, and design iterations.
Collaborated with cross-functional teams of product managers, engineers, and designers to align design solutions with business goals and technical feasibility, accelerating delivery timelines by 15%.
Conducted quantitative and qualitative research to inform key design decisions and effectively communicate insights to stakeholders and leadership.
Research & Insights
I began with semi-structured user interviews and usability reviews of the existing platform to identify major friction points. After speaking with users about the current platform, I found that users didn't have a clear way to see which records needed attention, and that users felt overwhelmed.
Information Overload
Looking at Excel, users had to drill down through busy columns to find key information they need to track payments.
Two platforms users used to gather payment information
Compounded by juggling between multiple platforms (Excel, UPP, APY) for different data, users had to sift through dense tables and multiple platforms to locate key payment details.
Low discoverability
Critical records needing attention were buried, leading to missed actions.
During a timed usability study, It took users 9.3 seconds to find Shares and Price information in Excel for a specific account. This delay compounded over hundreds of daily transactions, contributing to slower processing times and increased reporting errors.
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Simplifying Flows
Table Navigation
Lowering cognitive friction when finding payment records
A new table flow with filtering and search transforms complex data scanning into a predictable, goal-directed path that users can follow intuitively.
Advanced Filtering + Search
Table filtering allowing users to instantly locate relevant transactions via status or transaction type.
Search functionality, giving users the option to search a transaction by Transaction ID, sender, receiver, or amount of money.
Insights
User Feedback
After testing with 4 users, we found that our design changes were successful, however hinted at a different issue: not being able to understand data from a bigger picture.
“Love it - it feels much easier to move around! But sometimes it feels like I can’t see the bigger picture”.
"This is way more intuitive for daily checks, but I still struggle to spot trends across all my payments at a glance"
New Feature
Insights & Analytics
An easily, scannable way for users to read and understand their data
A new table flow with filtering and search transforms complex data scanning into a predictable, goal-directed path that users can follow intuitively.
Prototyping & Ideation
Data Visualization
Finding the metrics users wanted displayed in real-time was complicated, as well as figuring out which method of data visualization would be most effective. I drafted different versions of line charts, bar graphs, and pie charts depending on the data depicted, as well as different iterations of metrics in designs.
I ran A/B tests with users to evaluate data visualizations, interaction patterns, and visual clarity. Users preferred the right option, noting it allowed them to process data more easily.