Capital Connect

Project Overview

Citizens offers fast, convenient, and seamless mobile financial services to help unbanked individuals living in remote parts of the country where banks are inaccessible. It also integrates with the main bank, MCB, to provide access to additional banking features.

Role & Responsibility

Working under the guidance of the Chief Product Officer, I collaborated with a multi-disciplinary team to develop a range of digital and service product design projects. This includes defining the value proposition, conducting discovery, creating wireframes and prototypes, and piloting and launching the products. For specific products and projects, I worked closely with colleagues in business and strategy, product management, technology, and operations to design solutions that meet customer and business needs in a simple and effective way.

As the main UI/UX designer for both user and merchant apps, I was responsible for facilitating brainstorming and product decision meetings with cross-functional teams. I also conducted field research and synthesized findings on customer and merchant user behaviors and needs.

What I’ve learned:

• Introduced a UX process to the organization
• Worked with the team to develop a road map for product growth
• Created and articulated a product story to ensure that every department was aligned and that we stood out from competitors

Challenges

Since Citizens does not have its own development team, we use third-party developers, and PMs act as the main liaison with them. To ensure smooth development sprints, it was important for me to create high-fidelity designs and a comprehensive design library.

We used a white-label mobile wallet system from Australia, but some of the features we needed were not available or needed to be redesigned to meet our users’ needs.

In Burma, we use a prepaid system for subscriptions, mobile data, and other digital services. I was responsible for redesigning the UX/UI for these types of missing features, working with my PMs to take ideas from concept to a final product ready for development.

Mobile top-up flow — consumer and merchant apps:

I was responsible for designing UX/UI for consumer, merchant, and CRM applications for the Citizens wallet, reaching all consumers and merchants of the CDSG group.