In-Person POS & Business Card

My Role

UX Designer

Platform

Desktop

MWeb

Date

Nov 2024- Present

Tools

Figma, Figjam & Microsoft Clarity

Project Overview

This case focuses on SME light banking features that directly bridge digital financial products with real-world, physical experiences. Both the Business Card and In-Person Payments (Physical POS) initiatives extended the product beyond screens, into moments where merchants and end users interact face-to-face with financial services. Unlike purely digital products, these initiatives influenced service design, onboarding flows, and physical touchpoints, requiring a broader product design perspective.

Objectives

• Enable SME banking experiences that work seamlessly across digital and physical contexts
• Reduce friction in complex, regulation-heavy merchant onboarding flows (Business Card instead of getting done Digital Onboarding)
• Design product pathways that align legal, operational, and user realities
• Support scalable SME adoption through alternative entry points into the ecosystem

Role & Responsabilities

In this project, I worked as a Product Designer focused on system-level thinking and service design, shaping how digital banking products extend into real-world, physical experiences.


My contributions focused on:

  • Physical–Digital Experience Design

    Designing and evaluating product decisions that impact real-world interactions, ensuring consistency between on-screen flows and physical touchpoints such as cards and in-person payments—considering both merchant and end-user perspectives.

  • Service & Systems Thinking
    Contributing to end-to-end service flows beyond UI, including onboarding, verification, and activation, while aligning product decisions with operational and regulatory constraints.

  • Merchant Onboarding Impact
    Helping shape physical products as an alternative entry point into complex SME digital onboarding, where in-person verification enabled smoother activation and reduced drop-offs.

  • Design Decisions in Regulated Contexts
    Participating in product decisions where legal, technical, and usability constraints intersected, balancing compliance with clear and trustworthy user experiences.

Outcome

• Strengthened the connection between physical financial products and digital banking experiences
• Helped reduce friction in SME onboarding by introducing viable, regulation-compliant physical touchpoints
• Contributed to improved merchant activation and engagement by offering alternative onboarding pathways
• Supported a more holistic SME banking ecosystem rather than isolated feature-level solutions

Outcome

•Designing for fintech is not limited to screens—physical touchpoints can fundamentally reshape digital experiences
•Service design and system-level thinking are essential when products operate across legal, operational, and real-world constraints
• In SME banking, thoughtful integration of physical verification can significantly improve adoption without compromising compliance