Loop is a mobile-first digital wallet that enables users to send money, pay bills, shop, top up services, book flights, track expenses, and earn rewards seamlessly within a unified, frictionless experience. Designed for a new generation that values convenience, security, and speed, Loop bridges the gap between traditional banking and modern mobile finance. Owning the entire user experience design, I transformed complex financial flows into an intuitive, secure, and delightful experience tailored to today’s digital consumer.

While Loop successfully unified a range of financial actions, typically fragmented across multiple apps, users reported several key issues:

Confusing onboarding and setup flows, particularly around card linking and verification

Cluttered transaction processes for transfers, bill payments, and top-ups

Limited visibility into transaction history and budgeting

Overly complex financial language

Lack of contextual trust signals during critical actions

These challenges resulted in significant drop-offs in essential flows and contributed to low user retention.

Reduce onboarding time by ≥30% through simplified registration, verification, and card addition flows.

Streamline core processes and improve task success rates to ≥85% for key actions such as transfers, bill payments, and top-ups.

Enhance trust through clear confirmations, security cues, and transparent transaction history to reduce support queries by 15%.

Make Loop secure, smart, and accessible for all users through user-centric design and clear, inclusive language.

Establish a scalable design system to support future features and rapid iteration.

Stakeholder Interview: Conducted sessions with key stakeholders to align on business objectives, such as reducing support tickets and increasing transaction volume.

Competitive Analysis: Evaluated leading mobile banking and wallet apps in similar markets, including Moniepoint, Carbon, Revolut, Chime, Kuda, and Chipper Cash to benchmark onboarding and core user flows.

User Interviews & Surveys: Conducted in-depth remote interviews with 8 target users and collected 20 survey responses to uncover pain points related to money transfers, bill payments, and wallet linking. Common issues included security concerns, confusing navigation, unclear terminology, lack of feedback during transactions, and the need for quick access to frequent tasks.

Analytics Review: Analysed usage data to identify high drop-off points, particularly in card addition and bill payment flows.

Personas & Journey Maps: Developed key personas, including “Busy Freelancer,” “Travel Planner,” and “Budget-Conscious Saver,” and mapped their journeys to uncover emotional triggers and friction points.

User Flows: Mapped and streamlined flows for registration, verification, card addition, money transfers, bill payments, top-ups, and expense tracking, minimising steps and clarifying decision points.

Wireframes: Created low-fidelity screens for onboarding and core features to test flow logic, evaluate action density, and validate concepts early.

Style Exploration: Established a modern and trustworthy visual language by opting for light mode to reinforce transparency, defining a consistent typography hierarchy for mobile readability, and using intuitive iconography for rapid task recognition.

Component Library: Built a scalable and reusable UI component library, including buttons, input fields, cards, modals, and notifications, with variants for success, error, and loading states.

High-Fidelity Screens: Delivered ~40 polished screens covering:

Micro-Interactions: Designed animations for button feedback, loading indicators, success toasts, OTP countdowns, and swipe gestures.

Interactive Prototype: Built a clickable high-fidelity Figma prototype for mobile usability testing.

Remote Testing: Conducted 7 moderated usability sessions focused on onboarding task success rate, send money flow completion time, bill payment conversion and drop-off points, and top-up ease of use and satisfaction.

Iterative Refinement: Enhanced copy, button placement, error messages, and security cues based on feedback, achieving a >90% task success rate in final tests.

Design Specifications: Provided detailed Figma redlines and design tokens for spacing, colour, and typography.

Component Library Export: Delivered a well-organised component library with clear naming conventions and variants for rapid development.

Notion Documentation: Compiled flow diagrams, interaction notes, accessibility guidelines, and KPI targets for the product and analytics teams.

Collaboration: Led weekly syncs with engineers and supported QA reviews of implemented designs.

Post-Launch Monitoring: Defined key metrics to track, including onboarding completion rate, NPS from new users, and CSAT after first transaction.

Simplifies registration, verification, and card setup, reducing drop-offs and boosting user confidence from first interaction to activation.

Displays balances, quick actions, and insights at a glance, improving task efficiency and faster decision-making.

Consolidates core tasks like transfers, top-ups, and bill pay into one intuitive hub, reducing cognitive load and boosting daily engagement.

Lets users send money instantly to saved contacts with preset amounts, improving repeat use and reducing transaction time.

Simplifies phone and card recharges through swipe-to-pay design, driving repeat usage and reducing drop-offs during checkout.

Offers discounts and loyalty perks tied to transactions, increasing repeat usage and driving customer retention.

Enables users to search, compare, and pay for flights without leaving the app, boosting transaction volume and increasing revenue.

Visualises transactions by category to help users understand and optimise spending, supporting upsell of budgeting tools and driving app stickiness.

Allows users to update personal details, manage cards, and configure settings, enhancing trust, reducing support queries, and enabling future scales.

Onboarding completion rate increased from 60% to 85% within the first month.

27% increase in feature discoverability through IA restructuring.

Time-to-First-Transfer reduced by ~30% through streamlined flows.

Bill payment adoption rate increased by 25% month-over-month.

Top-up frequency grew by 20%, driven by clearer flows and timely reminders.

User Satisfaction (CSAT) survey score average ~4.2/5 on first transaction.

Net Promoter Score (NPS) hit +40 in 3 months, signalling strong word-of-mouth.

Support ticket queries for "Add Card" and "History" reduced by 15%.

Simplify critical flows first: Onboarding and send money flows deliver the highest ROI. Invest early in reducing steps and clarifying CTAs.

Financial UX needs emotional intelligence: Simplicity builds trust. Users prefer guidance over complexity, especially for sensitive actions like linking cards.

People trust what they understand: Clear feedback loops and transparent labels significantly reduced user hesitation.

Mobile-first constraints drive innovation: Designing for small screens forces prioritisation of features and inspires creative UI patterns.

Iterative testing saves time: Early low-fidelity tests prevented costly rework. Remote usability sessions validated key decisions before high-fidelity design.

Design system enables scale: A robust component library reduced development friction and enabled rapid feature additions post-launch.

KPI alignment is key: Defining measurable targets, like completion rates, CSAT, and NPS, guided design priorities and demonstrated ROI to stakeholders.

Cross-functional collaboration matters: Frequent syncs with engineering and analytics ensured accurate implementation, tracking and continuous improvement.

This experience-led, research-backed, and KPI-aligned redesign of Loop transformed complex financial flows into a delightful, trustworthy, and high-performing mobile wallet. By prioritising user needs, measuring impact, and building scalable design systems, Loop achieved significant gains in onboarding, engagement, and business growth, setting a new standard for modern fintech UX.