Reduce Time to Value (TTV)
Accelerate onboarding for new bank employees
National Payment System Audit
NSPK is a B2B platform facilitating bank requests for issuing "MIR" cards. I led a comprehensive UX audit, pinpointed critical onboarding challenges for new banks, and proposed targeted redesigns to streamline key user flows.
The company aimed to scale the system by onboarding additional banks and users. However, the steep learning curve necessitated experienced staff to personally train newcomers.
This dependency made platform growth costly and vulnerable to human resource constraints.
Business Objectives
Lower Operational Expenses
Decrease support requests
System Unification
Standardize components across the platform
Research
The issues identified extended beyond isolated interface flaws, revealing a fundamental mismatch between system complexity and user capabilities.
Structurally mature system but cognitively overloaded users
Despite a logical layout, the system contained numerous fields, settings, and terms with minimal guidance and weak error messaging. New users struggled to understand expectations and workflow sequence.
Functionality not tailored to user expertise
Uniform interface presented identical actions and settings to novices and experts alike, lacking progressive task mastery support.
Insufficient visual prioritization and decision support
Users had to deduce mandatory fields, prioritize actions, and track progress stages, increasing errors and slowing workflows.
Progressive Disclosure
Scenarios were segmented into basic and advanced flows: the basic path emphasized mandatory fields for rapid initiation, while the advanced path offered full control for experienced users.
Design System
Reviewed all components, eliminated redundancies, and established unified patterns for filters, tables, and forms.
Contextual Learning Integration
Previously, instructions were external, forcing users to switch contexts and spend time searching for information. I integrated knowledge bases directly into the interface to streamline learning.
Embedded Decision Support
Implemented contextual help features and visually emphasized recommended input values.
Outcomes
The NSPK team adopted improvements across 15+ critical scenarios, eliminating growth barriers.
The platform now supports rapid onboarding of partner banks, reduces support demands, and lowers card issuance errors.
-33% Error Rate
Errors made by new users on initial attempts to complete the task
Support Load ↓
Fewer support requests due to a clearer interface
Time to Success ↓
New users completed tasks successfully without external assistance
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