Designing a platform that stays simple, even in complex scenarios.
Our task was to help shape an experience that feels reliable and easy to navigate, whether users are performing routine actions or facing something unexpected. We thought through real-world scenarios, not just the smooth journeys, but what happens when things go off track. That meant considering cases like service disruptions, changes in plan, or a user going offline in the middle of a payment. We also addressed details that are often missed: what if someone enters the wrong information several times, or isn’t sure what to do next? Every path was designed to reduce friction, offer guidance, and help users stay in control, no matter what they’re facing. The goal was to create a platform that feels supportive in both the everyday and the moments that matter most.
A digital experience built not just for convenience, but for resilience, helping millions of users stay in control whether it’s a regular day or something unexpected.
This redesign was an opportunity to help create a platform that supports users with clarity, trust, and resilience. From routine tasks to edge cases, we focused on shaping an experience that helps people feel in control at every step. While we’d love to share more, the work has not been publicly released yet, but we’re excited for the millions of users who will rely on it every day, and we’re proud to have contributed to a system designed to serve them well.
Next projects.
(2019-Present)
