Took ownership of Wealthsimple’s deposits and withdrawals feature post-launch, identifying and leading design improvements beyond the initial discovery work to refine and strengthen the client experience.
Lead designer
Fintech
1 month
Challenge
Inherited a live feature (deposits & withdrawals) that was causing client confusion, support tickets, and real financial errors — particularly around unclear flows, vague labels, and missing context.
Approach
I conducted a UX audit and mapped out the key points of confusion — from unclear language and misaligned mental models to buried risk information and visually dominant QR codes that obscured essential details. Working within the constraints of a custom keyboard and limited screen space (especially on smaller devices), I restructured flows, prioritized content hierarchy, and introduced a new upfront education step to surface risks before users acted. We also transitioned from misleading icon selections to simpler, tappable line items that better aligned with user expectations.
Outcomes
These updates led to an 80%+ reduction in unsupported crypto deposits — a major improvement for both clients and internal support teams. The revised flows felt more consistent with the broader Wealthsimple app, and clients were less likely to reach out confused or frustrated. Trust and clarity were restored, and the product was better equipped to support real-world usage at scale.
Conclusion
Post-launch work was critical — even small clarity gaps had large consequences. This project reinforced the impact of intentional framing, thoughtful hierarchy, and making space for education at the right moments.
