Re‑architecting Cross‑Border Payments in 20+ Markets

Role: Lead Product Designer, (IC) | Jan–Apr 2024 (4 sprints)

Team: 1 Product Manager, 1 Engineering Manager, 5 Engineers

Scope: End-to-end redesign of the payment rails enabling onramp and offramp transactions across native wallets, third-party wallets, and web platforms

Key Challenges: Customers and merchants in 20+ countries relied on a fragile, manual escrow flow: 12 % of trades failed, and Support spent 40 % of its time on payment tickets.

Outcome: Reduced payment cancellations by 65%; improved transaction success rate, leading to a reduced attrition rate; shortened average transaction time from 15 minutes to under 1 minute; also increased the D30 retention rate.

Heat‑maps showed 78 % of users missed Confirm Payment.

FX quotes expired every 3 min, creating hidden latency.

AML checks stalled 1 in 5 transactions after funds left the wallet.

I led a series of stakeholder interviews and user research sessions with users, merchants, and liquidity providers to understand shared challenges around late payments, confusion, and difficulty confirming payment status.

InstantPay automation pre‑validates AML, reserves liquidity, locks FX in real‑time.

Live ETA surfaces backend states in plain language.

Design‑system components cut dev questions by 40 %.

I prioritized solutions with a impact vs. effort matrix, while considering key trade-offs like simplicity vs. regulatory compliance

One key learning was balancing the trade-off between user experience and compliance; which came from working with legal stakeholders to weigh in early on, to reduce friction down the line

Most users access Onboard through mobile devices, while most merchants accessit through a desktop. I ensured the designs scale responsively for both mobile and desktop

As part of Onboard’s global growth plans, we had to develop a payment widget to be integrated into the Coinbase wallet to facilitate trade for more customers, which led to increased revenue from the new customers from Coinbase.

I designed emails to market the launch of new products with Figma. I also implemented and built the emails in the customer.io editor, tested across various email clients before sharing with the growth manager for publishing