Visa Business Solutions Experience

The Visa Business Solutions Experience was a consolidation of Visa's diverse commercial product offerings into a single, cohesive, and user-centric platform.

Visa Business Solutions Experience

Case Study

Transforming Visa’s Commercial Product Ecosystem into a Unified, Scalable Experience

Led the UX strategy for a cross-product initiative that unified Visa’s disjointed commercial tools into one cohesive, user-centered platform; enhancing usability, streamlining workflows, and driving a 300% revenue increase.

Overview

Unifying Commercial Financial Solutions

Visa Business Solutions Experience (VBSE) was an ambitious initiative to integrate and streamline Visa’s commercial financial products into a single, intuitive platform. The goal was to create a seamless experience for enterprise clients leveraging Visa’s suite of services; ranging from data delivery and accounting integration to global payments.

The Challenge

The challenge was to integrate complex and disjointed service offerings into an intuitive experience. This transformation was crucial for large and medium-sized enterprises relying on Visa’s end-to-end data delivery, file processing, accounting integration software, and payment capabilities. The objective was to enhance usability, streamline workflows, and ultimately drive significant business value.

  • Integration Complexity: The platform needed to unify multiple standalone tools, each with specialized features and unique user bases.
  • Stakeholder Alignment: Success required reconciling priorities across product owners, business teams, and technical leadership.

  • Data Fidelity & Processing: Handling large volumes of sensitive financial data demanded precision in design, security, and accessibility.

  • Scalability: The design needed to accommodate long-term platform growth and localization requirements across global markets.

My Contributions & Process

As a lead UX designer and platform manager, I contributed across strategic, tactical, and execution levels:

Strategic Product Leadership:

  • Owned the experience across four core products within Visa’s commercial suite.
  • Acted as a cross-functional liaison between product managers, designers, engineers, and QA.
  • Maintained design alignment with business goals through frequent stakeholder engagement.

Human-Centered Design Execution:

  • Embedded Lean UX and Design Thinking into Agile processes.
  • Designed detailed user flows and IA structures that reduced friction in complex workflows.
  • Created interaction models that prioritized clarity, speed, and user control.

Research & Validation:

  • Led and facilitated User Acceptance Testing (UAT) and stakeholder walkthroughs.
  • Incorporated iterative feedback to rapidly refine flows, labels, and interactions.
  • Drove up usability metrics through evidence-based design improvements.

Solutions & Approach

My approach involved a combination of strategic planning, empathetic design, and collaborative execution:

  • Holistic Journey Mapping: Created a master user journey blueprint covering all touchpoints across integrated products.

  • Iterative Prototyping & Testing: Rapid prototyping and continuous UATs allowed for quick validation of design hypotheses and immediate iteration based on user feedback, ensuring the final product met real-world needs.
  • Workflow Optimization: Streamlined cross-team collaboration by implementing shared artifacts, centralized documentation, and sprint-integrated design delivery.

  • Design System Collaboration: Integrated platform patterns with Visa’s Product Design System, contributing reusable UI components and accessibility enhancements.

Impact & Results

My leadership and design contributions to the Visa Commercial Solutions group’s core initiative directly translated into remarkable business success:

  • Revenue Growth: A 300% increment in company revenue in 2022, underscoring the direct correlation between enhanced user experience and financial performance.
  • Enhanced Usability & Adoption: Significantly improved user usability and fidelity, leading to increased engagement and retention across the integrated platform.
  • Operational Efficiency: Streamlined workflows and a more cohesive product offering reduced friction points for users and internal teams, contributing to overall operational efficiency.
  • Accessibility Readiness: Supported accessible design standards across products through early-stage testing and design system collaboration.