The client engaged our team to modernize their legacy 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.
As Lead UX Consultant, I was embedded with the implementation team, where I helped shape content and usability, as well as extended UX strategy across a sales demo tool, payment kiosks, a cashless table app, and a 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
Facilitated stakeholder focus groups & technical roundtables to surface pain points in the XML API, define goals (“faster certification,” “best-in-class SDK”), and agree on success metrics (double-digit adoption, satisfaction, revenue growth).
Conducted user interviews & preliminary usability studies (5 moderated sessions) to validate enrollment, deposit, withdrawal, and account-management flows.
Mapped personas & journey flows for both developers (operators) and patrons (bettors), revealing critical friction in onboarding and transaction clarity.
Audited existing SDK flows & collaborated with Product and Engineering to define MVP scope and UX principles (trust, clarity, speed), while planning for future updates to other existing and new products like kiosks and a patron portal.
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."
Research Findings
Integration friction was the top barrier: developers needed clear, containerized REST/JSON components with minimal setup.
Enrollment flows (Plaid vs. manual entry) tested as “easy” by the majority, but users expected single-step phone verification and clearer progress indicators.
Users prioritized robust error-handling & clear success messaging. Players needed immediate confirmation that their funds had updated correctly on the operator’s site.
The client-side Sales team needed a demo app along with annotated flows and customizable branding to showcase to casino partners.
Design & Prototyping
Laid the foundation for a design system by organizing and documenting key SDK interface elements; such as modals, form fields, button states, and error-messaging patterns; to guide future scalability.
Created wireframes & high-fidelity mockups for the both the SDK and sales demo tool, incorporating the client's updated branding post-acquisition.
Developed clickable prototypes & ran unmoderated and moderated usability tests (n=12), iterating on copy, button placement, and loading states to reduce user uncertainty.
Authored production-ready UX content and integration documentation; coached stakeholders on analytics planning and continuous feedback loops.
