Overview
The project at a glance
Business banking clients often pay dozens or hundreds of payees at a time. I designed a bulk payment experience that lets them create or upload a batch, review it and submit it in one clear flow.
The challenge was making a high-volume task feel safe. Each payment has its own payee, amount, currency and payment method, and one mistake in a large batch can be costly. The design had to help clients catch problems early, while keeping the process fast for teams that do this every week.
- My role
- Led UX and UI design from research to hand-off
- Focus
- Bulk payment orders
- Platforms
- Web and mobile
Context & problem
Clients were leaving for third-party platforms to pay in bulk.
Business banking clients regularly pay many payees at once, such as suppliers, contractors and employees. The bank didn’t offer batch payments, so many clients turned to third-party platforms to do it.
That gap mattered. Batch payments were one of the main reasons businesses were using those platforms, which put the bank’s role in their day-to-day payments at risk.
What wasn't working
“We process a lot of international payments with foreign currency. If we need to submit multiple payments individually, we might not get the best rate because of approval times”
Goals
Closing the bulk payment gap.
Based on what we learned from clients, we set three goals for the batch payment experience.
Offer batch payments in the bank
Give clients a way to pay many payees at once inside the platform, so they no longer need a third-party tool.
Reduce manual work and human error
Replace a manual process with one that catches mistakes before money leaves the account.
Support multiple currencies in one batch
Let clients include several currencies in a single batch and secure the best exchange rate to minimize processing costs.
Keep it clear and trustworthy at scale
Make large batches easy to review, so clients feel confident before they submit.
Process
How we built a batch payment flow from scratch.
I partnered with user researchers, interaction designers, tech leads and staff designers to close the batch payments gap. Our researcher represented clients’ pain points with their manual process and gave feedback on every iteration, so the design answered real concerns.
Understanding why clients leave
We looked at why businesses were using third-party platforms for batch payments, and what their current process looks like day to day. We did this through Zoom interviews and screen sharing. This helped us understand which third-party platform features made them competitive.
Turning goals into a plan
We reviewed the 4 goals we planned to achieve with our stakeholders, tech leads and designers. This helped us understand what would be priority based on business value, research insights, tech feasibility and time.
Designing around approvals, exchange rates and templates
We started by reviewing the bank’s current payment approval processes, so the bulk payment flow would fit how clients already get payments approved. We worked with Capital Markets to understand how exchange rates can be secured, which let us display accurate totals for batches that include several currencies. We also looked at how clients create recurring batches, and designed templates so they no longer rebuild the same payment run by hand each time.
Testing with users and refining what to show
We tested with users and gathered stakeholder feedback to refine the design, prioritizing which payment information to show and which to hide so large batches stay easy to scan, while keeping the experience consistent with the rest of the platform
Key decision
Mapping the process of payment approvals and exchange rates
By collaborating with research and Capital Markets, we were able to understand how payments get approved and when an exchange rate would be secured after an approval. Exchange rates can make or break when a bulk payment is processed because there can be huge fluctuations causing issues with estimated totals vs. actual
Solution
Batch payments, built for scale and accuracy.
A single flow that lets clients pay many payees at once, in multiple currencies, with the information they need to review before money moves.
Create a batch.
Clients build a batch of payments in one place, instead of making each payment on its own.
Review at a glance.
The most important payment information stays visible and the rest is tucked away, so large batches are easy to scan.
Multiple currencies, one total.
Batches can include several currencies, with secured exchange rates shown in the batch total so clients can see the full cost before submitting.
Templates for recurring batches.
Clients save a batch as a template and reuse it, instead of recreating the same payment run by hand.
Approval
The batch follows the bank’s existing payment approval process, so clients know what happens before money leaves the account.
Results
Batch payments, built for how finance teams actually work.
Batch payments gave business clients a way to pay many payees at once without leaving the platform. They can include multiple currencies in one batch, see the exchange rate before they confirm, and reuse recurring batches as templates.
MVP Scope
The MVP lets clients batch multiple payments across currencies, review the total and estimated exchange rate before confirming, and route the batch through existing approvals.
Upcoming Releases
File upload, templates and accounting sync follow in later releases
