June 2026
MAKiNG FiNANCiAL SYSTEMS FEEL EASY
Exploring the importance of highlighting guardrails to support the comprehension of a feature.
Theme: E-commerce
Role: Product Design [web, iOS, android]
Timeframe: 4 months
Context
As it became mandatory for Ping to be a payment option across all listings, we needed to provide sellers with a clearer path to transferring their Ping balance funds out. A Ping balance is a digital wallet for Trade Me users, allowing sellers to receive funds from a sale instantaneously.
The existing transfer system was rigid and poorly understood, creating confusion and frustration.
Problem
Sellers who haven't sold with Ping before, but are now more exposed to it, didn't understand how the transfer system worked. Sellers who have sold with Ping, were frustrated that a transfer of their funds was only processed once a day.
Additionally, there was some feature disparity between the mobile and web experiences that made the management of transfers more restrictive.
None of the copy relates back to the user goal, making it difficult to comprehend the system
Copy around transfer times is unclear and misleading, which creates concern and apprehension
The hierarchy of actions is unclear and doesn't convey how the form elements interact with each other
Automatic transfers can't be accessed in the mobile experience
Copy around transfer times is unclear and misleading, which creates concern and apprehension
Components are outdated and have been applied incorrectly
The flow is unconventional and not aligned to the rest of the product experience
Why this mattered
A lack of clarity around money movement directly eroded brand trust, which had led to increased customer support contact, active Ping avoidance, and users leaving the platform.
Approach
I led the redesign of the transfer experience across web and mobile, working closely with product, engineering, and customer experience.
Given strict system constraints, I focused on:
Understanding user decision-making around managing funds
Identifying gaps in mental models and misalignment in expectations
Balancing user control with system transparency
Solution
Designing for trust
Enabled users to choose and persist transfer preferences with confidence by displaying confirming actions at critical points
Made system rules visible instead of hidden by providing Infoboxes with relevant information
Communicated constraints honestly and in context using Snack bars and appropriate validation messaging
Ensured consistency across platforms and states whilst respecting native operating system patterns
Designing for clarity
Replaced technical language with plain and user-focused copy, conveying information in a human way
Surfaced relevant information, that also provided an educational moment, at the point of decision
Reduced ambiguity around transfer timing and behaviour, setting clear expectations for the user
Designing for control
Balanced flexibility with simplicity by displaying functionality only when needed, avoiding cognitive overload
Outcome & impact
Successfully shipped within existing system and time constraints
Reduced support queries related to transfer confusion
Improved user understanding of timing, eligibility, and behaviour
Maintained stable usage while increasing confidence and clarity
key takeaway
When system constraints can’t change, improving how the system is understood can be just as impactful as improving the system itself.