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Fiserv — Fintech Analytics Dashboard & Decision Flows

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Company: Fiserv | Role: UX Design Manager / Design | Industry: Fintech (B2B/B2C)
Tools: Figma, Miro | Platforms: Web, POS
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Project Overview

Fiserv’s enterprise payments dashboards support operational and business teams who monitor performance, troubleshoot issues,
and take action across high-volume workflows. Over time, the experience expanded across multiple initiatives,
resulting in inconsistent layout patterns and fragmented data presentation. This redesign established a clearer,
more scalable dashboard framework optimized for scanability, comparison, and decision-making.

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The Challenge

Users needed to understand system state quickly, compare key metrics, and act confidently under time pressure.
The existing dashboard experience made it difficult to identify what mattered most, where to focus attention, and how to move from insight
to action without switching contexts. The goal was to reduce cognitive load and improve clarity without disrupting business-critical workflows.

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Role & Scope

I led UX strategy and design as a senior IC, partnering closely with Product, Engineering, and Data stakeholders.
My scope included defining dashboard information hierarchy, interaction conventions, and reusable UI patterns that could scale across teams.
I also supported alignment through synthesis artifacts and iterative prototypes used to validate direction and prevent design drift.​

Supporting Design Evidence
Discovery Insights
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Problem Framing Exercise to clarify challenges and align stakeholders

Early synthesis surfaced recurring themes across user needs, workflow constraints, and system behavior.
These insights helped clarify where the dashboard experience needed stronger hierarchy, consistency,
and clearer signaling to support decision-making at scale.

Decision Framing
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Visualizing influence and collaboration helped prevent blind spots and guided alignment.

Stakeholder Map visualizing influence and collaboration needs

A shared decision model aligned stakeholders on what the dashboard needed to communicate first,
system health, critical signals, and actionable insights—before deeper analysis. This framing helped prevent metric overload
and kept the experience focused on operational clarity.

Information Flow Validation
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Feature Prioritization Matrix to balance user value and delivery effort

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Mapping information flow across views exposed where users lost context and where transitions created friction.
These insights directly informed layout structure and interaction patterns so users could move from monitoring to action
without unnecessary cognitive switching.

Design & Roadmap

A phased roadmap was used to sequence foundational layout and pattern work first,
followed by refinements to tables, filters, and supporting controls. This approach allowed the team to deliver value incrementally
while keeping the system coherent and reusable across multiple dashboard use cases.

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Agile rollout roadmap for phased deployment and measurable impact.

The roadmap guided a phased release, aligning UX improvements with business goals and enabling measurable impact at each stage.
It also reinforced stakeholder confidence and ensured design scalability.

Iteration & Testing

Design iterations were validated through stakeholder walkthroughs, rapid prototypes, and usability feedback loops focused on scanability, comprehension, and task completion. Findings were used to refine hierarchy, labeling, table behaviors, and system feedback states,
ensuring the experience stayed consistent while meeting real operational needs.

Impact & Outcomes

The redesigned dashboard framework improved adoption and reduced time spent navigating and interpreting system state.
Usage increased by 55%, and task time decreased by 40% by streamlining hierarchy and reducing unnecessary steps.
User confidence improved by 30 points, and the pattern framework was adopted across 8 teams,
helping reduce design inconsistency and rework across the platform.

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Measured results of dashboard redesign: usage, productivity, and confidence
 

Within three months, dashboard usage increased 55%, irrelevant alerts decreased by 40%, and user confidence in insights rose by 30 points. Adoption extended across five teams, validating the scalability and effectiveness of the solution.

Closing/Summary

These patterns established a scalable foundation for future dashboard work while keeping complex payment operations
clear, usable, and trustworthy.

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