As Head of UX Design at Metro Bank my challenge was to revamp the international payments system. Data analysis of the existing offline, manual process had identified that the existing process had pain points related to manual operations, exchange rate clarity, fee allocation and exaggerated timelines -there was a need to enhance the overall user experience.

To create a seamless, cost-effective, and customer-friendly international payments experience. This involved addressing the identified pain points in the manual process and introducing features like country selection, fee allocation and communication, live exchange rates, and transaction speed.

The solution involved a collaborative effort with myself directing the experience, utilising empathetic design principles and collaborating directly with customers. The team worked on conceptualising and testing new features to improve the international payments system. Hands-on involvement allowed for effective problem-solving, and the implemented changes resulted in significant success, including processing 18,000 additional international payments in the first three months, generating £7 million in revenue, and achieving 79% increase in repeat transactions. The success highlighted the team's collective effort in transforming the system into a more efficient and customer-centric solution.