Case Study: Multi-Rail UX System for a Global Financial Institution
Project: Stablecoin On/Off Ramp UX Governance
Partner: Leading Global Bank (LATAM Division)
Context
Across emerging markets, businesses are adopting multiple payment rails—bank transfers, stablecoins, and local networks—to move funds faster and reduce FX friction.
Yet the experience layer that ties them together remains fragmented.
Users don’t think in rails—they think in outcomes: “Did the money arrive?” “Was it fast?” “Can I trust this channel again?”
When those answers vary by platform or product, trust erodes.
For large institutions and fintechs operating in these regions, UX governance has become the missing bridge between innovation and adoption.
It ensures that, regardless of the underlying technology, the experience remains consistent, compliant, and human.
This was especially urgent as institutional stablecoin adoption surged across LATAM, prompting exchanges and financial platforms to establish voluntary governance and transparency standards.
While regulations remain fragmented, countries like Mexico and Argentina are clarifying digital asset frameworks, pushing businesses to treat stablecoin flows with greater discipline, auditability, and design precision.
In that environment, our client—a leading global bank—partnered with WDIR to build a unified UX system for cross-border treasury and SME payments: one that abstracts technical complexity into a seamless, trusted experience
For the bank we worked with, the challenge was clear: make moving money predictable, fast, and transparent, without exposing users to complexity or friction.
Objective
We set out to design a UX system that:
- Simplifies multi-rail payments into one coherent flow
- Gives users confidence in every transfer
- Embeds governance so that every transaction meets compliance and audit expectations
- Reduces operational friction and support overhead
Core Design Principles
| Principle | What it does | Why it matters |
|---|---|---|
| Rail Abstraction | Automatically picks the optimal rail for each transfer | Fewer failed transfers, higher throughput |
| Contextual Transparency | Shows rail details after initiation in simple terms | Users understand what’s happening without cognitive overload |
| Visual Coherence | Consistent UI across rails | Builds trust and makes new flows intuitive |
| Flow Rhythm | All transfers follow the same 3-step pattern | Reduces confusion, speeds adoption |
| Governance in Design | Compliance checks integrated silently | Decreases operational risk and prepares for regulation |
Web Flow (Treasury Transfer: Mexico → Brazil)
- Initiate Transfer: User chooses source and destination accounts and enters amount. Nothing about rails yet.
- Rail Selection: Banner confirms:
“This transfer will use our internal digital rail for the fastest settlement.”
Estimated arrival: 3–4 hours. Fees: ≤ 0.4%.
- Transfer in Progress: Progress bar tracks funds in real time. Optional tooltip explains the rail.
- Completion: ✅ “$25,000 USD sent to BRL | Delivered in 3.5 hours.” Users can download receipt or repeat the transfer.
Mobile Flow (SME Wallet Top-Up: USDC → ARS)
- Add Funds: Enter USD amount, confirm intent.
- Transparency & Fees: Message displays:
“Funds will move via a regulated USDC network.”
Arrival: ~15 minutes. Fee: 0.3%.
- Biometric Confirmation: Face ID or fingerprint triggers transfer.
- Success: ✅ “$2,000 USD delivered | Settled in 15 minutes.” Options: convert to ARS or view balance.
OUTCOMES
| Metric | Before | After | Why it matters |
|---|---|---|---|
| Transaction Completion Rate | 72% | 90% | Higher revenue capture from previously abandoned flows |
| Average Time per Transfer | 2–3 days | 3–4 hours | Liquidity unlocked faster, treasury and SME clients can act sooner |
| Support Tickets (Rail Confusion) | Frequent | ↓ 30% | Lower operational costs and friction |
| Client Retention (Treasury Accounts) | Stable | ↑ 15% projected | Stickier relationships, recurring revenue |
| Regulatory Readiness | Reactive | Proactive | Demonstrates preparedness for emerging stablecoin frameworks |
| UX Debt Across Teams | High | Standardized | Clear ownership, faster iteration, reduced errors |
These improvements show that a coherent UX layer isn’t cosmetic.
It directly affects throughput, trust, and operational efficiency.
Strategic Insight
For businesses in emerging markets, the way money moves matters.
Every extra day in a treasury transfer costs working capital.
Every confusing flow costs confidence.
Every inconsistent experience costs repeat business.
A governed UX layer:
- Makes transfers faster and predictable
- Reduces errors and support load
- Signals discipline and reliability to clients and regulators
This is measurable and it scales.
Make UX Your Best Business Growth Strategy
You’ve grown. Now it’s time to scale your UX muscle.
We help fintechs, financial institutions, and scale-ups build governed UX systems so teams speak the same language and can move faster with fewer errors.
Best for: companies ready to institutionalize UX quality across products, teams, and regions.
Contact us today to implement your UX Governance Model and turn complexity into clarity, compliance, and measurable growth.
