Introducing Wire Transfers at PNC Bank
My Role:
As the Acting Lead Experience Designer for the Money Transfers Team, I led the design of wire transfer capabilities (domestic and international) within Online Banking. My work supported Consumer, Business, and Private Banking.
Team:
Experience Designer (Self)
Product Owners (Domestic & International)
Developers (Domestic & International)
UX Writers (Domestic & International)
Tools:
Sketch, InVision, Jira
A Note on NDAs:
Due to the nature of my work in the financial technology sector, many of the projects I have contributed to are protected under strict non-disclosure agreements (NDAs). The banking industry is highly regulated, requiring rigorous compliance to protect proprietary information and sensitive client data. As a result, I am unable to publicly share the full extent of my design work. However, I am happy to discuss my design process, problem-solving approach, and high-level insights during an interview to demonstrate my expertise and experience.
** To learn more about banking terminology referenced in this case study, see the FAQ on wire transfers here.
About the Product:
"PNC offers wire transfer services for both domestic and international transactions, providing secure and efficient methods to send and receive funds."
Redesigning complex financial platforms requires a careful balance of prioritizing user needs and compliance. During my contract at PNC Bank, I transformed legacy systems into responsive web interfaces and elevated the user experience for both domestic and international wire transfers.
Addressing the unique users and use case scenarios, I was able to create intuitive solutions that meet both business and user needs without compromising security or industry standards.
Focusing on:
- Information Architecture (keeping the experience intuitive and user friendly)
- Accessibility (anticipating the needs of all clients -- old, young, rural, urban, native English speakers, ESL, etc.)
- Unique use cases in banking world (what happens when a Non-Profit wants to add a Guarantor? Or if you have multiple guarantors 🤔)
- Aligning with product objectives to deliver impactful design
DESIGN CONSIDERATIONS
Designing for International Users in Highly-Regulated Industries
Universal Language & Cultural Nuances
Challenge:
- Meeting users halfway by finding a universal language that was clear to everyone.
- Deciding how to present currency symbols and cultural elements while considering varying laws and regulations for foreign bank accounts.
Solution:
- Collaborated closely with UX writers and product owners to ensure consistency and clarity.
- Created standardized terminology and simple explanations for complex financial concepts and acronyms
Simplifying Financial Terminology & Literacy
Challenge:
- Presenting financial terms and acronyms in a clear and approachable way.
Solution:
- Worked closely with UX writers and product owners to establish consistent language.
- Explained wire transfer processes and acronyms simply and effectively.
Financial Compliance & Fraud Awareness
Challenge:
- Designing with compliance in mind while mitigating risk and enhancing fraud awareness.
- Following SWIFT standards to maintain secure and compliant transactions.
Solution:
- Incorporated security features directly into the design to align with regulatory requirements.
- Maintained user-centric interactions without compromising safety protocols, like PIN verification and replacing OTP (One Time Password)
ADDRESSING DESIGN CHALLENGES
Specific Use Case Scenarios: Domestic & International Wires
General UX Challenges
Redesigning complex financial platforms requires a careful balance of usability and compliance. Throughout my work on wire transfer systems, I transformed legacy designs into modern, responsive interfaces while maintaining consistency and precision.
My approach prioritizes user-friendly experiences without compromising on security or industry standards, creating intuitive solutions that meet both business and user needs.
Migrating Legacy Systems to Responsive Web Design
Challenge:
- Updating legacy wire transfer systems to modern, responsive web design.
- Ensuring pixel-perfect updates and maintaining visual consistency.
Solution:
- Upgraded the design system library to accommodate responsive layouts.
- Conducted thorough quality assurance to ensure consistency across devices.
Integrating UX Writing
Challenge:
- Ensuring users understood input field requirements without being overwhelmed, also addressing international nuances.
Solution:
- Incorporated contextual helper text and error messages directly within input fields, working closely with UX writer.
- Provided clear guidance to minimize friction, anticipate needs, and support user success.
'International' Challenges
Designing for international users presented unique challenges, including accommodating diverse cultural norms, language differences, varying legal and regulatory requirements, and handling multiple currency formats.
I focused on creating a universal, intuitive experience that balanced clarity with compliance while collaborating closely with writers and product owners to ensure accurate and accessible communication.
Identification Scenarios
Challenge:
- Managing different forms of identification depending on wire transfer type (domestic vs. international) and recipient type (individual vs. business).
- Addressing PIN verification and distinguishing between various Taxpayer Identification Numbers (TIN), such as:
- Social Security Number (SSN)
- International Tax Identification Number (ITIN)
- Employer Identification Number (EIN)
Solution:
- Developed clear decision flows to guide users through selecting the appropriate form of ID.
- Ensured compliance with legal standards while prioritizing usability.
Portfolio
Design Screens for Domestic & International Wire Transfers
Domestic
Wire Transfers
Portfolio
International Wire Transfers
International
Wire Transfers
Banking Terminology
Learn How PNC Bank Defines Wire Transfers
Working in Banking has its own jargon, and a lot of moving parts -- here are a few key terms to know.
All definitions taken directly from PNC.
What is a wire transfer?
Wires are electronic transfers from one account to another that make it possible to send money to people and businesses in other places.
Domestic Wire Transfers
There are two primary types of wire transfers, domestic and international.
International Wire Transfers
There are two primary types of wire transfers, domestic and international.
Other portfolio pieces:
