Fintech
0 → 1
App & Web
Currently Live
From email handoffs to marketplace automation.
Designing a governed consulting platform that reduces expert matching from days to minutes, while maintaining trust across a global network.
Designing a governed consulting platform that reduces expert matching from days to minutes, while maintaining trust across a global network.
Designing a governed consulting platform that reduces expert matching from days to minutes, while maintaining trust across a global network.
Role
Role
Lead UX/UI Designer
Lead UX/UI Designer
Scope
Scope
User flows, prototyping,
testing, interface design
User flows, prototyping,
testing, interface design
PLATFORM
PLATFORM
Mobile App + Web App
Mobile App + Web App
Type
Type
0 → 1 product design,
dual-user experience
0 → 1 product design,
dual-user experience
Result Summary
200+
Professionals
Onboarded
Active marketplace of vetted payments experts.
USD 400/hr
Average Hourly
Pricing
High-caliber, experienced talent.
<24 hrs
Messaging
Response Time
Active engagement from both sides.
12+ Countries
Geographic
Diversity
A global consulting pool for fintech companies.
The Business Context
Travel & Payments runs Payments Club - a community of 750+ payments professionals across APAC, MENA, North America and Europe.
Travel & Payments runs Payments Club - a community of 750+ payments professionals across APAC, MENA, North America and Europe.
Via T&P Advisory, these experts regularly consult with other companies on market entry, fintech product strategy, and payments expansion, and other payments related areas.
Via T&P Advisory, these experts regularly consult with other companies on market entry, fintech product strategy, and payments expansion, and other payments related areas.
The Problem
All coordination happened manually via email.
A company needing payments expertise would contact T&P, who'd manually match them with the right consultant, coordinate availability, and schedule calls. It was time-consuming and didn't scale.
The Goal
Build a platform where seekers could self-serve.
Where seekers could find the right expert, book time, and consult without manual back-and-forth.
What I Designed
User Flow Summary:
Step 1
1 / 4
Seekers ask the PEM AI chatbot their payments questions (10 credits/day on the free plan, 1 credit per question). AI then generates a report summary based on their chat.
Seekers ask the PEM AI chatbot their payments questions (10 credits/day on the free plan, 1 credit per question). AI then generates a report summary based on their chat.
Step 2
2 / 4
Seekers can either:
Speak to the chatbot and then view AI-recommended experts, or
Browse and book directly with an expert of their choice
The platform recommends experts based on the report generated and expertise required. Seekers choose an expert, customise call details, and schedule a consultation.
Seekers can either:
Speak to the chatbot and then view AI-recommended experts, or
Browse and book directly with an expert of their choice
The platform recommends experts based on the report generated and expertise required. Seekers choose an expert, customise call details, and schedule a consultation.
Step 3
3 / 4
Feedback is taken from both user sides (seeker and expert) after a call is completed to:
Ensure Safety and maintain trust
Improve on our seeker-expert matching algorithm
Feedback is taken from both user sides (seeker and expert) after a call is completed to:
Ensure Safety and maintain trust
Improve on our seeker-expert matching algorithm
Payment Nuggets
4 / 4
Experts can create Payment Nuggets - payments related information not commonly found via a simple web search. In return, they are rewarded with permanent credits. Additional details under NDA.
Experts can create Payment Nuggets - payments related information not commonly found via a simple web search. In return, they are rewarded with permanent credits. Additional details under NDA.
Design Decisions & Resoning
1. Dual-Path Consultation (AI-Matched + Direct Browse)
The Problem
Would Seekers trust AI-generated content and recommendations - especially for high-stakes consulting decisions.
Would Seekers trust AI-generated content and recommendations - especially for high-stakes consulting decisions.
The Decision
Offer both paths. Seekers could follow AI recommendations or skip directly to browsing experts by specialty.
Offer both paths. Seekers could follow AI recommendations or skip directly to browsing experts by specialty.
Why This Matters
In expert consulting, agency matters. While some users want to be guided, others want to see all options and choose. By offering both, we didn't force seekers into a single flow and reduced friction for different decision-making styles.
In expert consulting, agency matters. While some users want to be guided, others want to see all options and choose. By offering both, we didn't force seekers into a single flow and reduced friction for different decision-making styles.
Bidirectional Ratings (Safety + Match Validation)
The Problem
How do we know if an AI-recommended match worked well? How do we ensure both parties had a professional, safe experience?
How do we know if an AI-recommended match worked well? How do we ensure both parties had a professional, safe experience?
The Decision
Both seekers and experts rate their experience post-call.
Both seekers and experts rate their experience post-call.
Why This Matters
The rating system became our feedback loop. Ratings told us whether a match worked or not, and allowed us to refine our algorithm.
The rating system became our feedback loop. Ratings told us whether a match worked or not, and allowed us to refine our algorithm.
Simplified Booking Flow (Improved with User Testing)
The Problem
Early testing showed the call-booking interface was confusing - users struggled with understanding availability selection and time zone handling.
Early testing showed the call-booking interface was confusing - users struggled with understanding availability selection and time zone handling.
The Decision
Improved the flow to show expert availability and costing clearly, with time zone detection and helper text.
Improved the flow to show expert availability and costing clearly, with time zone detection and helper text.
Why This Matters
A confusing booking causes frustration, and dissuades users from progressing. Improving on this based on user feedback made the process of booking a call simpler and more intuitive.
A confusing booking causes frustration, and dissuades users from progressing. Improving on this based on user feedback made the process of booking a call simpler and more intuitive.
Credit System for AI Access
The Constraint
The founders wanted to manage demand on the AI while keeping it free-to-try. We settled on 10 credits/day, 1 credit/question.
The founders wanted to manage demand on the AI while keeping it free-to-try. We settled on 10 credits/day, 1 credit/question.
Our Concern
Would 10 credits feel limiting? Would users run out mid-session?
Would 10 credits feel limiting? Would users run out mid-session?
What I Built
Clear credit feedback in the UI showing remaining credits and what each question would cost, so users could make informed decisions about when to spend a credit. Future feedback (via ratings and usage data) will enable us to modify this limit to better suit realistic usage.
Clear credit feedback in the UI showing remaining credits and what each question would cost, so users could make informed decisions about when to spend a credit. Future feedback (via ratings and usage data) will enable us to modify this limit to better suit realistic usage.
Design Language
Not the
typical 'Fintech Blue'.
Blue for Seekers and green for Experts creates immediate visual separation between the two user types.
Both colors feel professional and corporate, but deliberately avoid the typical fintech blue - instead using fresher, brighter tints, while not being overtly saturated.
Blue for Seekers and green for Experts creates immediate visual separation between the two user types.
Both colors feel professional and corporate, but deliberately avoid the typical fintech blue - instead using fresher, brighter tints, while not being overtly saturated.
Design System
Built on Material 3
Withe extremely tight deadlines in place, I used M3 as a base for faster deployment.
Withe extremely tight deadlines in place, I used M3 as a base for faster deployment.
Tokenization and Variables
I set up a variable and tokenisation system to better manage the two-sided user interface.
I set up a variable and tokenisation system to better manage the two-sided user interface.
Custom Components
I created a library of custom components for cases where the default M3 components weren't enough.
I created a library of custom components for cases where the default M3 components weren't enough.
What I Learned
Agency is important
Users value the ability to choose make their own decisions, even if recommendations exist.
Users value the ability to choose make their own decisions, even if recommendations exist.
Feedback loops are crucial
Feedback will enable us to keep refining our algorithm, and to adjust the credit limit to suit users better.
Feedback will enable us to keep refining our algorithm, and to adjust the credit limit to suit users better.
Simplicity can be complex
Constraints force better design
The new call booking flow is visually a little more complex, but provides a better, more intuitive experience.
The new call booking flow is visually a little more complex, but provides a better, more intuitive experience.
Credits
The work displayed here is the intellectual property of Travel & Payments and is presented for portfolio purposes only. I retain no ownership rights to this work.
The work displayed here is the intellectual property of Travel & Payments and is presented for portfolio purposes only. I retain no ownership rights to this work.
This project was completed in collaboration with the absolutely brilliant Komal Krishna, my colleague from the Tech team.
This project was completed in collaboration with the absolutely brilliant Komal Krishna, my colleague from the Tech team.
Althea D’Silva
Product Designer
Product ideas can be complex. I translate them into designs that are simple to understand, and frictionless to use.
LETS WORK TOGETHER!
Powered by curiosi(tea)
And a good cup of chai.
Althea D’Silva
Product Designer
Product ideas can be complex. I translate them into designs that are simple to understand, and frictionless to use.
LETS WORK TOGETHER!
Powered by curiosi(tea)
And a good cup of chai.
Althea D’Silva
Product Designer
Product ideas can be complex. I translate them into designs that are simple to understand, and frictionless to use.
LETS WORK TOGETHER!
Powered by curiosi(tea)
And a good cup of chai.