INDUSTRY:
Commercial Banking: Core Payments
CLIENT:
JPMorgan Chase
YEAR:
2024-2025
EXPERIENCE:
Product Design
Cross Border Payments
about.
JPMC Digital Banking clients needed a single, trustworthy view of cross-border payments—what was sent, where it is now, which bank has it, what fees were taken, and when the beneficiary will be credited.
I designed an integrated FX Payment Details + SWIFT gpi tracker inside Payment Activity: a unified details page and timeline that surfaces UETR status events, intermediary hops, charge transparency (OUR/SHA/BEN), FX conversion breakdowns, and exception notices. Learn Why it matters
JTBD (Jobs-to-Be-Done)
Track a cross-border payment end-to-end and know who has it right now.
Approve with confidence before FX expires and policy gates are met.
Resolve exceptions fast without opening a support ticket.
Provide proof (UETR/receipt) to finance, vendors, and auditors.
User Needs & Frictional touchpoints
Exception clarity on decline reasons and next best action are hidden.
Clear where/when/why status of SWIFT is opaque and scattered.
Multi-approver certainty on who approved, who’s left, and by when.
Compliance completeness for purpose codes, intermediary details, contracts.
challenge.
Fragmented signals: Payment status lived across host systems, SWIFT gpi, and Operations (touch-points within bank and outside the bank) creating friction to reconcile.
Jargon & risk: Payment rail-specific terms (gpi, UETR, R-messages, charge types) confused non-experts while PII/compliance constraints limited what we could show.
Edge states: Bank decline, approval returns, Remote bank decline, screening holds, cut-off misses, and partial data had to degrade gracefully.
Consistency: As a design challenge coming up with a new paradigm of tracker + timeline pattern was critical, keeping it responsive at the same time surface enough information without breaking existing modules.
results.
Launched a unified FX payment tracker: One timeline + tracker that maps Sender → Sender’s Bank → Recipient’s Bank → Recipient with UETR drill-downs at each node (copy/share, PDF trace).
Exception-first flows reduced rework: Helpful banners and targeted CTAs (“Fix recipient,” “Refresh rate & re-approve”) for Bank declined, Rate expired, and Cancelled states.
Approval clarity: Surfaced approver avatars, decisions, and required count (e.g., “2 of 3”) directly in the timeline; added a rate-hold countdown to prevent approvals against expired FX.
First submissions improved: Drawer snapshot reorganized Payment, Recipient, and Compliance (purpose codes, exchange contract IDs, intermediary details) to remove ambiguity before submit.
