WISE
PROJECT
INVESTMENT ACCOUNT
WITHDRAWAL DELAYS UPDATED
FINTECH
RESPONSABILITIES
UX DESIGN
UI DESIGN
COPY WRITING
USER RESEARCH
SUMMARY
Creating an update within the investments
account to update customers on delayed withdrawals over 3 million pounds
THE PROBLEM
In June 2022, I started dealing with the scope of working in the investments account. Within the week of me grasping what I was doing, I had to understand how WISE dealt with “big whale” clients taking money out of Black Rock investments that was delayed, specifically withdrawals over 3 million pounds.
Their current moto in the investment accounts was “immediate withdrawals,” and to my luck, the project was dealing with delayed withdrawals and how we notify the customer that their Money is delayed.
CONTEXT
If I wanted to fully grasp this project, I had to understand what Liquidity Buffer limits are. Not saying I know nothing about investing, but in this case, I felt like I did.
I met with engineers and product directors to understand the ins and outs of our investments account.
If you want to understand what my designs are, I suggest you look at my little comic below, and who knows, you might learn something.
ow we notify the customer that their Money is delayed.
THE CHALLENGE
Now that we got the term Liquidity Buffer understood, here is the problem statement using our new term:
Wise cannot support withdrawals from Black Rock over 3 million since their is not enough ✨Liquidity Buffer✨ to give to the customer
It was clear we needed to shift focus to the user if we wanted to succeed. I started with simplifying communication between the customer and the current flow.
DEVELOPING TRANSPARENCY
While conducting an audit of similar flows within WISE, I found a lot of areas for improvement. Much of the difficulty was understanding what should and shouldn’t be said; do we mention Black Rock, do we mention a time period we can’t confirm, do we split the payments in two?
There were a lot of "features" to parse and their conceptual metaphors were inconsistent and confusing.
FINAL DESIGN
After my final tests and 20-day design sprint filled with criticism, I was able to produce a shippable update in the user investment accounts sector.
