Eliminated paper-based money movement entirely — replacing fragmented manual coordination with a single guided digital flow, validated by 10/10 users completing without assistance.
Role
Senior Product Designer
Users
Financial Advisors, Client Services
Scope
User Research, Digital Flows, Paper-to-Digital, Status Visibility, Usability Testing
Status
● Demo Validated
The Challenge
Every money movement request started with paper. Users navigated disconnected approvals, tracked signatures off-system, and re-learned process variations for each transaction type — with no visibility into where their request stood or why it was blocked.
No Digital Trail
Paper forms with no digital trail or audit history.
Chasing Signatures
Signatures chased via email and phone — zero system support.
Opaque Blockers
Users blocked with no explanation or next-step guidance.
Inconsistent Steps
Different steps for every transaction type — re-learned each time.
What I Did
User Research
Discovered users weren't confused by forms — they were confused by what happened after submission. Shadow sessions and interviews revealed the real problem: zero post-submission visibility.
Flow Architecture
Collapsed variable multi-step sequences into a single typed flow — one path regardless of transaction type. Removed the cognitive load of re-learning each transfer variant.
Status Visibility
Designed progressive status states tied to backend events — users never had to ask "where is my request". Every blocker surfaced an action, not a dead end.
Usability Testing
10/10 users completed without assistance. Zero prompted. All 10 reported higher confidence vs the previous process — and zero off-system coordination was needed to complete.
Prototype
The redesigned flow collapses fragmented paper-based steps into a single guided digital experience — with status visibility at every stage and zero off-system coordination required.
Validation Results
Every participant completed the flow without help. The numbers don't just validate the design — they validate that the shift from paper to digital was the right call.
10/10
Steps described as intuitive, unprompted
All 10
Reported higher confidence vs previous process
Zero
Off-system coordination needed to complete
Wireframes, research artifacts, and prototype available upon request.