ReloPortal Redesign
Phase 1: Scope and Research
ReloPortal Redesign
Phase 1: Scope and Research
ReloPortal Redesign
Phase 1: Scope and Research
Fiserv | Fintech Analytics & Decision Case Study
Designing an enterprise analytics platform that translates complex financial data into operational insights
and AI-informed decision workflows for fintech teams.
Fiserv | Senior Product Designer | Fintech (B2B/B2C)
Platforms: Web, POS
Overview
Led the design of an analytics platform that translated operational data into interpretable performance insights.
The system supported financial teams in understanding performance dynamics and aligning execution with business goals.
Role & Leadership
Led the design of a fintech analytics platform used by financial operations teams to monitor performance, identify trends,
and support operational decision-making across payment systems.
Partnered with product managers, engineering, data teams, and financial stakeholders to translate complex financial data
into structured analytics workflows and clear visualization models.
Defined the dashboard architecture, interaction patterns, and data visualization frameworks that enabled teams to identify performance drivers, diagnose issues, and guide operational decisions across distributed financial systems.
The Challenge
Financial teams needed a clearer way to interpret performance data across multiple operational contexts.
Existing reporting tools surfaced data but did not provide sufficient clarity for informed decision-making.
The opportunity was to create decision-support workflows that enabled teams to interpret performance signals with greater confidence.
Design Approach
The approach focused on translating performance data into structured insight pathways.
Interaction models were designed to support interpretation while reducing cognitive friction across reporting workflows.
Supporting Design Evidence
These artefacts helped align teams around shared interpretations of financial performance signals.
Discovery Insights
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
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
Feature Prioritization Matrix to balance user value and delivery effort
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.
A phased roadmap supported incremental delivery of insight capabilities.
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.
Validation and Iteration
Design iterations were informed through ongoing validation with internal stakeholders.
Impact & Outcomes
The platform provided financial operations teams with clearer visibility into payment performance,
enabling faster diagnosis of issues and more confident operational decisions across distributed fintech systems.
By translating complex financial data into structured dashboards and decision workflows, the platform helped teams
move from reactive monitoring to proactive performance management.
Key outcomes included:
• Improved visibility into transaction performance and operational trends across payment systems
• Faster identification of performance issues through consolidated analytics dashboards
• Clearer alignment between product, operations, and financial stakeholders around performance metrics and system health
Measured results of dashboard redesign: usage, productivity, and confidence
Within three months, dashboard usage increased by 55%, alert noise was reduced by 40%,
and user confidence in decision-making improved by 30 points. The system was adopted across five teams
and became the foundation for future analytics tooling.
Closing/Summary
This work enabled financial teams to move from static reporting toward clearer performance interpretation.