The client engaged our team to modernize their ACH payment system by launching a scalable, developer-friendly SDK for iGaming platforms. The goal was to reduce integration time, improve the end-user experience, and support wider adoption across casinos and gaming operators.
I was embedded with the team through implementation, where I continued shaping content and usability, while also expanding UX strategy across related products including a sales demo tool, payment kiosks, a cashless table play app, and an early concept for a centralized patron portal.
Role:
UX Lead
Industry:
Fintech
Tools Used:
Figma, Mural, Optimal Workshop, UserTesting
“We have to look into the system, download the file, and process it manually. If that could be automated, that would be great.” – Technical Analyst & iGaming Operator, user interview
“There were constant workarounds just to get the right player info… every new requirement created delays or confusion during integration.” – Director of Cashless Operations, user interview
Discovery & Research
Conducted user and stakeholder sessions to identify friction in current payment flows and SDK adoption
Created personas and journey maps reflecting real-world operator and patron behavior across geographies
Facilitated collaborative feature prioritization workshops to align business goals with user needs
Defined MVP scope and experience principles focused on trust, clarity, and speed
Solution Vision Statement
"The [ACH Payment Platform] is a set of tools that enable internet gaming websites to integrate the [Client Name] payment option more easily and efficiently. The trusted toolkit provides an intuitive and easy to use interface, empowering players to utilize [Client Name] for all their gaming account transaction needs."
Design & Prototyping
Designed annotated user flows, prototypes, and ACH transaction experiences for both new and returning users
Led moderated and unmoderated usability studies with players and developers using UserTesting.com and Optimal Workshop
Created wireframes & high-fidelity mockups for a demo app for the sales team
Wrote production-ready UX content and educated stakeholders on analytics, usability testing best practices, and continuous feedback loops
