Projects
Designing Trust in a Multi-Wallet Fintech Experience
A scalable wallet system that balances usability, trust, and compliance.
This case study presents an end-to-end product design approach focused on progressive onboarding, wallet and account creation, and system scalability in a fintech context.
Built on accumulated UX practice and real-world product experience, this work extends a scalable design system approach based on my previous Design System.
Overview
This project explores how users can manage multiple wallets within a single fintech application without increasing complexity.
The focus is on designing a clear, secure, and scalable experience that supports different user needs while respecting regulatory requirements.
Role & Scope:
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Role: Senior Product Designer
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Scope: UX Design, Product Thinking, Service Design, System Design
The Challenge
Users want to separate their money across different purposes such as travel, savings, or shared expenses.
However, research identified four key friction points in existing fintech experiences:
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Low comprehension of multi-wallet structures
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Limited sense of control during setup
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Lack of transparency in balances and actions
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Trust concerns related to security and compliance
Product Thinking Approach
The solution was approached from a product design perspective rather than isolated UI screens.
Key principles included:
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Aligning with users’ natural mental model of money
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Reducing cognitive load through progressive disclosure
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Keeping onboarding lightweight while maintaining compliance
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Designing flows that scale with additional wallet types
This ensured a balance between usability, business needs, and regulatory constraints.
Understanding the System
User Mental Model
Users already categorize their money mentally.
Instead of introducing new behavior, the experience mirrors this habit digitally through purpose-based wallets.
This mental model helped define wallet types, hierarchy, and navigation before moving into interface design.
End-to-End Experience Flow
The experience was designed as a continuous journey:
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Entry and orientation
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Wallet setup
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Optional funding
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Review and confirmation
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Activation and dashboard access
Soft Onboarding Strategy
To reduce drop-off and build trust gradually, the experience supports soft onboarding.
Users can explore the app and understand its value before completing identity verification. Money-moving actions remain restricted until verification is complete, ensuring safety without blocking discovery.
Wallet Creation Experience
Wallet creation is intentionally lightweight:
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Core information is collected in a single screen
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Optional actions such as funding are revealed only when needed
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All decisions remain editable, reducing commitment anxiety
This supports both first-time users and experienced fintech customers.
Scaling with Multiple Wallets
Once onboarded, users can create additional wallets through a faster, simplified flow.
The wallet switcher acts as a central control point, allowing seamless expansion without repeating onboarding steps.
This structure supports long-term growth and advanced use cases.
Key Design Decisions
Clarity
Simple Setup
Control
Inline Options & Review
Trust
Transparency & Compliance
Outcome & Learnings
The final solution delivers a multi-wallet fintech experience that is intuitive, secure, and scalable.
Key outcomes include:
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Reduced onboarding friction
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Improved sense of control and transparency
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Strong alignment between UX and compliance
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A system ready to scale with future features
