Fintech

PTSB

Simplifying financial experiences to reduce user frustration and build trust

At PTSB, I worked as a Product Designer focused on improving the dispute journey for unrecognized transactions. The project aimed to reduce customer frustration and reliance on support channels by making the process clearer, more accessible, and easier to navigate.

Project
Overview

Managing disputes for unrecognized transactions is a high-stress experience for users.At PTSB, the existing journey was complex, unclear, and heavily reliant on customer support—creating frustration, inefficiencies, and a lack of confidence in the process.The opportunity was to design a more intuitive and accessible experience that empowers users to resolve issues independently while reducing operational pressure on support teams.

Approach

Using research and systems thinking to transform a fragmented journey into a clear, guided experience

I approached this challenge by combining research, journey mapping, and accessibility-focused design to understand both user needs and system constraints.

Journey Mapping & Problem Framing
Mapped the end-to-end experience to identify breakdowns in user understanding and key friction points.
Research & Insights
Conducted benchmarking and analysed user behaviour to uncover gaps in clarity, accessibility, and internal alignment.
Iterative Design & Validation
Tested and refined solutions through usability validation, ensuring the experience was intuitive and aligned with real user needs.

This process revealed that the core issue was not only usability, but also a lack of clear communication across the entire journey.

Key Insights

A structured, accessible dispute experience built around clarity and guidance.

Based on these insights, I defined and designed a three-step framework to simplify the experience:

1

EDUCATE

Provide clear, accessible information upfront to help users understand the process before taking action.

2

GUIDE

Break the journey into structured, manageable steps to reduce cognitive load and improve navigation.

3

ENABLE

Design a guided form experience that ensures users can complete disputes efficiently and accurately.

Design Execution

CF Customer Journey_MKT sent 16.6 page.jpg

I translated this strategy into a streamlined user flow and supporting wireframes, focusing on:

Clear information hierarchy
Progressive disclosure to manage complexity
Accessibility best practices across all touchpoints
Alignment between user needs, business goals, and regulatory requirements

ChatGPT Image Apr 7, 2026, 04_39_03 PM.png

Mobile
screens

A few examples of mobile pages to how start the dispute process.

BiancaPhoto_edited_edited_edited_edited_edited_edited_edited.png

Additional Context

This case study focuses on a B2C experience within a regulated financial environment.
Due to privacy and compliance considerations, some elements have been simplified.

B

PTSB

Fintech

At PTSB, I worked as a Product Designer focused on improving the dispute journey for unrecognized transactions. The project aimed to reduce customer frustration and reliance on support channels by making the process clearer, more accessible, and easier to navigate.

Project
Overview

Approach

Using research and systems thinking to transform a fragmented journey into a clear, guided experience

I approached this challenge by combining research, journey mapping, and accessibility-focused design to understand both user needs and system constraints.

Journey Mapping & Problem Framing
Mapped the end-to-end experience to identify breakdowns in user understanding and key friction points.

Research & Insights
Conducted benchmarking and analysed user behaviour to uncover gaps in clarity, accessibility, and internal alignment.

Iterative Design & Validation
Tested and refined solutions through usability validation, ensuring the experience was intuitive and aligned with real user needs.

This process revealed that the core issue was not only usability, but also a lack of clear communication across the entire journey.

Key Insights

A structured, accessible dispute experience built around clarity and guidance.

Based on these insights, I defined and designed a three-step framework to simplify the experience:

Provide clear, accessible information upfront to help users understand the process before taking action.

Break the journey into structured, manageable steps to reduce cognitive load and improve navigation.

Design a guided form experience that ensures users can complete disputes efficiently and accurately.

Design Execution

I translated this strategy into a streamlined user flow and supporting wireframes, focusing on:

Clear information hierarchy

Progressive disclosure to manage complexity

Accessibility best practices across all touchpoints

Alignment between user needs, business goals, and regulatory requirements

Outcome

A clearer, more accessible experience that supports both users and the business. The redesigned journey enables users to navigate disputes with greater confidence while reducing dependency on support channels.

Improved clarity and accessibility across the experience

Reduced confusion and friction in key user flows

Established a scalable framework for future enhancements

You can view the final report on the CMS-built website by clicking LINK.

Mobile
screens

A few examples of mobile pages to how start the dispute process.

Additional Context

This case study focuses on a B2C experience within a regulated financial environment.
Due to privacy and compliance considerations, some elements have been simplified.

PTSB

Fintech

At PTSB, I worked as a Product Designer focused on improving the dispute journey for unrecognized transactions. The project aimed to reduce customer frustration and reliance on support channels by making the process clearer, more accessible, and easier to navigate.

Project Overview

Approach​

Using research and systems thinking to transform a fragmented journey into a clear, guided experience

I approached this challenge by combining research, journey mapping, and accessibility-focused design to understand both user needs and system constraints.

Journey Mapping & Problem Framing Mapped the end-to-end experience to identify breakdowns in user understanding and key friction points.

Research & Insights Conducted benchmarking and analysed user behaviour to uncover gaps in clarity, accessibility, and internal alignment.

Iterative Design & Validation Tested and refined solutions through usability validation, ensuring the experience was intuitive and aligned with real user needs.

​

This process revealed that the core issue was not only usability, but also a lack of clear communication across the entire journey.

Key Insights

A structured, accessible dispute experience built around clarity and guidance.

​

Based on these insights, I defined and designed a three-step framework to simplify the experience:

Provide clear, accessible information upfront to help users understand the process before taking action.

Break the journey into structured, manageable steps to reduce cognitive load and improve navigation.​ ​​

Design a guided form experience that ensures users can complete disputes efficiently and accurately.

Design Execution

I translated this strategy into a streamlined user flow and supporting wireframes, focusing on:​

​

Clear information hierarchy

Progressive disclosure to manage complexity

Accessibility best practices across all touchpoints

Alignment between user needs, business goals, and regulatory requirements

Outcome

A clearer, more accessible experience that supports both users and the business. The redesigned journey enables users to navigate disputes with greater confidence while reducing dependency on support channels.

​

Improved clarity and accessibility across the experience

Reduced confusion and friction in key user flows

Established a scalable framework for future enhancements​

​

You can view the final report on the CMS-built website by clicking LINK.

Mobile screens

A few examples of mobile pages to how start the dispute process.

Additional Context

This case study focuses on a B2C experience within a regulated financial environment. Due to privacy and compliance considerations, some elements have been simplified.

Project
Overview

Approach

Journey Mapping & Problem Framing
Mapped the end-to-end experience to identify breakdowns in user understanding and key friction points.

Research & Insights
Conducted benchmarking and analysed user behaviour to uncover gaps in clarity, accessibility, and internal alignment.

Iterative Design & Validation
Tested and refined solutions through usability validation, ensuring the experience was intuitive and aligned with real user needs.

Break the journey into structured, manageable steps to reduce cognitive load and improve navigation.

I translated this strategy into a streamlined user flow and supporting wireframes, focusing on:

Established a scalable framework for future enhancements

Mobile
screens

This case study focuses on a B2C experience within a regulated financial environment.
Due to privacy and compliance considerations, some elements have been simplified.