Product design
Refinitiv (LSEG business): Global fintech
Refinitiv is a global fintech company serving 40,000+ institutions with financial data and infrastructure. Work focused on customer experience across products, including a major redesign of the platform onboarding journey.
Refinitiv is a global fintech company serving 40,000+ institutions with financial data and infrastructure. Work focused on customer experience across products, including a major redesign of the platform onboarding journey.
Industry
Industry
Product design
Fintech
Product design
Headquarters
Role
Headquarters
Headquarters
Fintech
Senior UX designer
Fintech
Founded
Project length
Founded
5 months
5 months
Key skills
Key skills
Service design, empathy mapping, user flows, prototyping, information architecture, presenting
Service design, empathy mapping, user flows, prototyping, information architecture, presenting
Key Project — Platform Onboarding
Overview
The goal was to transition legacy onboarding into a unified, modern experience supported by a single login. A key challenge was aligning eight teams involved in different parts of the process. The work began with mapping all existing systems to identify how they could support a smoother signup and first-time login.
Two phases were defined:
Phase 1: Immediate improvements using current technology, including updated flows and revised welcome email content.
Phase 2: A complete redesign introducing an on-platform onboarding tutorial, scheduled for implementation from Q1 2023.
Research
The existing onboarding journey was reviewed end-to-end, recorded, and shared across teams — the first time anyone had seen the full process. Additional insights came from a separate study of 20,000+ users, informing many of the cross-platform recommendations.
Empathy Maps and User Flows
Before-and-after empathy maps clarified user pain points and aligned teams around shared problems. Updated user flows reflected the proposed improvements.
Prototype
A multi-platform prototype covered the full experience from welcome emails to password screens and the homepage. Due to confidentiality, only a proposed user flow can be shown.
Key Project — Platform Onboarding
Overview
The goal was to transition legacy onboarding into a unified, modern experience supported by a single login. A key challenge was aligning eight teams involved in different parts of the process. The work began with mapping all existing systems to identify how they could support a smoother signup and first-time login.
Two phases were defined:
Phase 1: Immediate improvements using current technology, including updated flows and revised welcome email content.
Phase 2: A complete redesign introducing an on-platform onboarding tutorial, scheduled for implementation from Q1 2023.
Research
The existing onboarding journey was reviewed end-to-end, recorded, and shared across teams — the first time anyone had seen the full process. Additional insights came from a separate study of 20,000+ users, informing many of the cross-platform recommendations.
Empathy Maps and User Flows
Before-and-after empathy maps clarified user pain points and aligned teams around shared problems. Updated user flows reflected the proposed improvements.
Prototype
A multi-platform prototype covered the full experience from welcome emails to password screens and the homepage. Due to confidentiality, only a proposed user flow can be shown.
Key Project — Platform Onboarding
Overview
The goal was to transition legacy onboarding into a unified, modern experience supported by a single login. A key challenge was aligning eight teams involved in different parts of the process. The work began with mapping all existing systems to identify how they could support a smoother signup and first-time login.
Two phases were defined:
Phase 1: Immediate improvements using current technology, including updated flows and revised welcome email content.
Phase 2: A complete redesign introducing an on-platform onboarding tutorial, scheduled for implementation from Q1 2023.
Research
The existing onboarding journey was reviewed end-to-end, recorded, and shared across teams — the first time anyone had seen the full process. Additional insights came from a separate study of 20,000+ users, informing many of the cross-platform recommendations.
Empathy Maps and User Flows
Before-and-after empathy maps clarified user pain points and aligned teams around shared problems. Updated user flows reflected the proposed improvements.
Prototype
A multi-platform prototype covered the full experience from welcome emails to password screens and the homepage. Due to confidentiality, only a proposed user flow can be shown.
Other Notable Projects
API Linking and Certification
A five-step process designed to guide users through linking and connecting an API. The flow included the ability to run APIs in a test environment before deploying to production.
Admin Dashboards
Dashboards designed for administrators to monitor global system status and review alerts related to outages. The interface used a dynamic widget-based layout, continuously updated with real-time data and notifications.
Other Notable Projects
API Linking and Certification
A five-step process designed to guide users through linking and connecting an API. The flow included the ability to run APIs in a test environment before deploying to production.
Admin Dashboards
Dashboards designed for administrators to monitor global system status and review alerts related to outages. The interface used a dynamic widget-based layout, continuously updated with real-time data and notifications.
