Rebuilding core Forex platforms for internal teams
Rebuilding core Forex platforms for internal teams
Rebuilding core Forex platforms for internal teams
My role
My role
My role
My role
Senior Product Designer
Senior Product Designer
Senior Product Designer
Senior Product Designer
Competencies
Competencies
Competencies
Competencies
Research
Research
Research
Research
Information architecture
Information architecture
Information architecture
Information architecture
End-to-end web design
End-to-end web design
End-to-end web design
End-to-end web design
UX/UI optimization
UX/UI optimization
UX/UI optimization
UX/UI optimization
Interfaces analysis and audit
Interfaces analysis and audit
Interfaces analysis and audit
Interfaces analysis and audit
Wireframing
Wireframing
Wireframing
Wireframing
Prototyping
Prototyping
Prototyping
Prototyping
Year
Year
Year
Year
2024-Present time
2024-Present time
2024-Present time
2024-Present time
Redesigned the back-office platform and created a CRM from scratch — clarified complex workflows, improved data visibility, and enhanced team performance in daily financial operations.
Redesigned the back-office platform and created a CRM from scratch — clarified complex workflows, improved data visibility, and enhanced team performance in daily financial operations.
Redesigned the back-office platform and created a CRM from scratch — clarified complex workflows, improved data visibility, and enhanced team performance in daily financial operations.
Redesigned the back-office platform and created a CRM from scratch — clarified complex workflows, improved data visibility, and enhanced team performance in daily financial operations.
Context
Context
As part of the digital transformation of internal processes were two key areas:
As part of the digital transformation of internal processes were two key areas:
As part of the digital transformation of internal processes were two key areas:
As part of the digital transformation of internal processes were two key areas:
The back-office optimization focused on refactoring user flows and enhancing the overall user experience.
The back-office optimization focused on refactoring user flows and enhancing the overall user experience.
The back-office optimization focused on refactoring user flows and enhancing the overall user experience.
The back-office optimization focused on refactoring user flows and enhancing the overall user experience.
01
01
The CRM project required designing the system architecture from the ground up, based on the real workflows of finance specialists.
The CRM project required designing the system architecture from the ground up, based on the real workflows of finance specialists.
The CRM project required designing the system architecture from the ground up, based on the real workflows of finance specialists.
The CRM project required designing the system architecture from the ground up, based on the real workflows of finance specialists.
02
02
Back-office platform optimization
Back-office platform optimization
Back-office platform optimization
Overview
Overview
The dealing team uses the platform to monitor operations, prevent fraud, set prices, and manage positions. The original interface was built nearly 15 years ago and hadn’t been updated since — it became error-prone and inefficient. The goal was to simplify data interaction and improve transparency in high-load scenarios.
The dealing team uses the platform to monitor operations, prevent fraud, set prices, and manage positions. The original interface was built nearly 15 years ago and hadn’t been updated since — it became error-prone and inefficient. The goal was to simplify data interaction and improve transparency in high-load scenarios.
The dealing team uses the platform to monitor operations, prevent fraud, set prices, and manage positions. The original interface was built nearly 15 years ago and hadn’t been updated since — it became error-prone and inefficient. The goal was to simplify data interaction and improve transparency in high-load scenarios.
The dealing team uses the platform to monitor operations, prevent fraud, set prices, and manage positions. The original interface was built nearly 15 years ago and hadn’t been updated since — it became error-prone and inefficient. The goal was to simplify data interaction and improve transparency in high-load scenarios.
Discover
Discover
reseArch
reseArch
Conducted interviews with members of the dealing team
Conducted interviews with members of the dealing team
Conducted interviews with members of the dealing team
Conducted interviews with members of the dealing team
Audited current user flows and interfaces
Audited current user flows and interfaces
Audited current user flows and interfaces
Audited current user flows and interfaces
Analyzed error logs and support tickets
Analyzed error logs and support tickets
Analyzed error logs and support tickets
Analyzed error logs and support tickets
Define
Define
Define
Key issues
Key issues
✘
✘
✘
✘
Slow fraud detection: Hard to quickly detect suspicious operations
Slow fraud detection: Hard to quickly detect suspicious operations
Slow fraud detection: Hard to quickly detect suspicious operations
Slow fraud detection: Hard to quickly detect suspicious operations
✘
✘
✘
✘
Manual overload: Too much manual work and frequent screen switching
Manual overload: Too much manual work and frequent screen switching
Manual overload: Too much manual work and frequent screen switching
Manual overload: Too much manual work and frequent screen switching
✘
✘
✘
✘
Lagging under pressure: Table navigation slows down response time under heavy load
Lagging under pressure: Table navigation slows down response time under heavy load
Lagging under pressure: Table navigation slows down response time under heavy load
Lagging under pressure: Table navigation slows down response time under heavy load
✘
✘
✘
✘
Fragmented workflow: No centralized system, requiring multiple tools
Fragmented workflow: No centralized system, requiring multiple tools
Fragmented workflow: No centralized system, requiring multiple tools
Fragmented workflow: No centralized system, requiring multiple tools
✘
✘
✘
✘
Environment confusion: No visual distinction between dev, test, and prod environments
Environment confusion: No visual distinction between dev, test, and prod environments
Environment confusion: No visual distinction between dev, test, and prod environments
Environment confusion: No visual distinction between dev, test, and prod environments
Challenges
Challenges
01.
01.
01.
01.
Reduce time to process and react to operations
Reduce time to process and react to operations
Reduce time to process and react to operations
Reduce time to process and react to operations
02.
02.
02.
02.
Minimize mistakes caused by manual work
Minimize mistakes caused by manual work
Minimize mistakes caused by manual work
Minimize mistakes caused by manual work
03.
03.
03.
03.
Enhance readability and control across interfaces
Enhance readability and control across interfaces
Enhance readability and control across interfaces
Enhance readability and control across interfaces
04.
04.
04.
04.
Streamline navigation by consolidating tools into one platform
Streamline navigation by consolidating tools into one platform
Streamline navigation by consolidating tools into one platform
Streamline navigation by consolidating tools into one platform
GOAL OF THE PROJECT
GOAL OF THE PROJECT
Transform the outdated back-office tools into a streamlined, error-resistant system tailored for fast-paced dealing operations.
Transform the outdated back-office tools into a streamlined, error-resistant system tailored for fast-paced dealing operations.
Transform the outdated back-office tools into a streamlined, error-resistant system tailored for fast-paced dealing operations.
Transform the outdated back-office tools into a streamlined, error-resistant system tailored for fast-paced dealing operations.
Develop
Develop
Develop
Solutions
Solutions
01.
01.
01.
01.
Redesigned table structure: sticky headers, grouping, and contextual actions
Redesigned table structure: sticky headers, grouping, and contextual actions
Redesigned table structure: sticky headers, grouping, and contextual actions
Redesigned table structure: sticky headers, grouping, and contextual actions
02.
02.
02.
02.
Introduced contextual filters for quick detection of anomalies and suspicious activity
Introduced contextual filters for quick detection of anomalies and suspicious activity
Introduced contextual filters for quick detection of anomalies and suspicious activity
Introduced contextual filters for quick detection of anomalies and suspicious activity
03.
03.
03.
03.
Improved navigation with anchors, active element highlights, and logical flow
Improved navigation with anchors, active element highlights, and logical flow
Improved navigation with anchors, active element highlights, and logical flow
Improved navigation with anchors, active element highlights, and logical flow
04.
04.
04.
04.
Added a monitoring panel for key metrics (prices, risks, positions)
Added a monitoring panel for key metrics (prices, risks, positions)
Added a monitoring panel for key metrics (prices, risks, positions)
Added a monitoring panel for key metrics (prices, risks, positions)
05.
05.
05.
05.
Reworked interfaces to support high data density and frequent updates
Reworked interfaces to support high data density and frequent updates
Reworked interfaces to support high data density and frequent updates
Reworked interfaces to support high data density and frequent updates
Deliver
Deliver
Deliver
Effectiveness Assessment
Effectiveness Assessment
✦
✦
✦
✦
Conducted two rounds of usability testing with the dealing team
Conducted two rounds of usability testing with the dealing team
Conducted two rounds of usability testing with the dealing team
Conducted two rounds of usability testing with the dealing team
✦
✦
✦
✦
Integrated updates into the main workflow
Integrated updates into the main workflow
Integrated updates into the main workflow
Integrated updates into the main workflow
✦
✦
✦
✦
Collected post-release feedback and made improvements based on real usage
Collected post-release feedback and made improvements based on real usage
Collected post-release feedback and made improvements based on real usage
Collected post-release feedback and made improvements based on real usage
Results
Results
✦
✦
✦
✦
Faster response to fraud incidents thanks to a clearer interface structure
Faster response to fraud incidents thanks to a clearer interface structure
Faster response to fraud incidents thanks to a clearer interface structure
Faster response to fraud incidents thanks to a clearer interface structure
✦
✦
✦
✦
Monitoring and parameter tuning became less time-consuming due to optimized user flows
Monitoring and parameter tuning became less time-consuming due to optimized user flows
Monitoring and parameter tuning became less time-consuming due to optimized user flows
Monitoring and parameter tuning became less time-consuming due to optimized user flows
✦
✦
✦
✦
Improved decision-making accuracy through clearer visualization of key data
Improved decision-making accuracy through clearer visualization of key data
Improved decision-making accuracy through clearer visualization of key data
Improved decision-making accuracy through clearer visualization of key data
✦
✦
✦
✦
Onboarding new team members became easier thanks to intuitive logic and a well-structured interface
Onboarding new team members became easier thanks to intuitive logic and a well-structured interface
Onboarding new team members became easier thanks to intuitive logic and a well-structured interface
Onboarding new team members became easier thanks to intuitive logic and a well-structured interface
CRM for FxPro Payment Agents
CRM for FxPro Payment Agents
CRM for FxPro Payment Agents
Overview
Overview
The CRM interface for payment agents handling deposit requests in a forex company was designed from scratch. The system covers two key processes:
The CRM interface for payment agents handling deposit requests in a forex company was designed from scratch. The system covers two key processes:
The CRM interface for payment agents handling deposit requests in a forex company was designed from scratch. The system covers two key processes:
The CRM interface for payment agents handling deposit requests in a forex company was designed from scratch. The system covers two key processes:
Processing deposits (user account top-ups)
Processing deposits (user account top-ups)
Processing deposits (user account top-ups)
Processing deposits (user account top-ups)
01
01
Handling withdrawal requests
Handling withdrawal requests
Handling withdrawal requests
Handling withdrawal requests
02
02
Before the project launch, agents worked manually — cross-checking data in spreadsheets, handling communications, and tracking statuses by hand. This slowed the process, increased the risk of errors, and limited scalability.
Before the project launch, agents worked manually — cross-checking data in spreadsheets, handling communications, and tracking statuses by hand. This slowed the process, increased the risk of errors, and limited scalability.
Before the project launch, agents worked manually — cross-checking data in spreadsheets, handling communications, and tracking statuses by hand. This slowed the process, increased the risk of errors, and limited scalability.
Before the project launch, agents worked manually — cross-checking data in spreadsheets, handling communications, and tracking statuses by hand. This slowed the process, increased the risk of errors, and limited scalability.
Discover
Discover
Discover
reseArch
reseArch
To understand daily workflows, I:
To understand daily workflows, I:
To understand daily workflows, I:
To understand daily workflows, I:
Conducted interviews with payment agents and their team lead
Conducted interviews with payment agents and their team lead
Conducted interviews with payment agents and their team lead
Conducted interviews with payment agents and their team lead
Analyzed the existing manual process and common errors
Analyzed the existing manual process and common errors
Analyzed the existing manual process and common errors
Analyzed the existing manual process and common errors
Researched solutions in similar fintech products
Researched solutions in similar fintech products
Researched solutions in similar fintech products
Researched solutions in similar fintech products
Define
Define
Define
Challenges
Challenges
01.
01.
01.
01.
Simplifies handling large volumes of requests
Simplifies handling large volumes of requests
Simplifies handling large volumes of requests
Simplifies handling large volumes of requests
02.
02.
02.
02.
Supports quick decision-making (Approve / Decline)
Supports quick decision-making (Approve / Decline)
Supports quick decision-making (Approve / Decline)
Supports quick decision-making (Approve / Decline)
03.
03.
03.
03.
Makes it easy to filter by date, status, and search by contact
Makes it easy to filter by date, status, and search by contact
Makes it easy to filter by date, status, and search by contact
Makes it easy to filter by date, status, and search by contact
04.
04.
04.
04.
Enables verification of declared vs. actual deposit amounts
Enables verification of declared vs. actual deposit amounts
Enables verification of declared vs. actual deposit amounts
Enables verification of declared vs. actual deposit amounts
05.
05.
05.
05.
Provides access to receipts and request details
Provides access to receipts and request details
Provides access to receipts and request details
Provides access to receipts and request details
GOAL OF THE PROJECT
GOAL OF THE PROJECT
Create an intuitive and reliable tool from scratch to help payment agents process deposit and withdrawal requests quickly and accurately.
Create an intuitive and reliable tool from scratch to help payment agents process deposit and withdrawal requests quickly and accurately.
Create an intuitive and reliable tool from scratch to help payment agents process deposit and withdrawal requests quickly and accurately.
Create an intuitive and reliable tool from scratch to help payment agents process deposit and withdrawal requests quickly and accurately.
Develop
Develop
Develop
Solutions
Solutions
Deposit Requests
Deposit Requests
Deposit Requests
01.
01.
01.
01.
Tabular transaction list with emphasis on key fields: date, amount, status, and contacts
Tabular transaction list with emphasis on key fields: date, amount, status, and contacts
Tabular transaction list with emphasis on key fields: date, amount, status, and contacts
Tabular transaction list with emphasis on key fields: date, amount, status, and contacts
02.
02.
02.
02.
Visual status separation (Pending, Approved, Declined, etc.)
Visual status separation (Pending, Approved, Declined, etc.)
Visual status separation (Pending, Approved, Declined, etc.)
Visual status separation (Pending, Approved, Declined, etc.)
03.
03.
03.
03.
Status filters, date picker, and search bar
Status filters, date picker, and search bar
Status filters, date picker, and search bar
Status filters, date picker, and search bar
04.
04.
04.
04.
Inline actions for each request (Approve / Decline)
Inline actions for each request (Approve / Decline)
Inline actions for each request (Approve / Decline)
Inline actions for each request (Approve / Decline)
05.
05.
05.
05.
Access to additional details: transfer info, receipts
Access to additional details: transfer info, receipts
Access to additional details: transfer info, receipts
Access to additional details: transfer info, receipts
Solutions
Solutions
Withdrawal Requests
Withdrawal Requests
Withdrawal Requests
01.
01.
01.
01.
Display of client banking details: IFSC, bank, branch
Display of client banking details: IFSC, bank, branch
Display of client banking details: IFSC, bank, branch
Display of client banking details: IFSC, bank, branch
02.
02.
02.
02.
Status tracking logic to follow request progress (Pending → Processed, etc.)
Status tracking logic to follow request progress (Pending → Processed, etc.)
Status tracking logic to follow request progress (Pending → Processed, etc.)
Status tracking logic to follow request progress (Pending → Processed, etc.)
03.
03.
03.
03.
Consistent user interaction flow across different scenarios
Consistent user interaction flow across different scenarios
Consistent user interaction flow across different scenarios
Consistent user interaction flow across different scenarios
I designed the component structure, navigation, visual language, and interface states. All actions are placed clearly and close to context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are placed clearly and close to context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are placed clearly and close to context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are placed clearly and close to context to minimize cognitive load.
Deliver
Deliver
Deliver
Effectiveness Assessment
Effectiveness Assessment
✦
✦
✦
✦
Compared request processing speed before and after system launch
Compared request processing speed before and after system launch
Compared request processing speed before and after system launch
Compared request processing speed before and after system launch
✦
✦
✦
✦
Analyzed error and rejection rates due to validation issues
Analyzed error and rejection rates due to validation issues
Analyzed error and rejection rates due to validation issues
Analyzed error and rejection rates due to validation issues
✦
✦
✦
✦
Collected qualitative feedback from payment agents via surveys and mini-interviews
Collected qualitative feedback from payment agents via surveys and mini-interviews
Collected qualitative feedback from payment agents via surveys and mini-interviews
Collected qualitative feedback from payment agents via surveys and mini-interviews
✦
✦
✦
✦
Tracked user behavior through analytics events (action clicks, filtering, return to requests)
Tracked user behavior through analytics events (action clicks, filtering, return to requests)
Tracked user behavior through analytics events (action clicks, filtering, return to requests)
Tracked user behavior through analytics events (action clicks, filtering, return to requests)
I designed the component structure, navigation, visual language, and interface states. All actions are clearly placed within context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are clearly placed within context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are clearly placed within context to minimize cognitive load.
I designed the component structure, navigation, visual language, and interface states. All actions are clearly placed within context to minimize cognitive load.
Results
Results
✦
✦
✦
✦
Automated deposit and withdrawal processing
Automated deposit and withdrawal processing
Automated deposit and withdrawal processing
Automated deposit and withdrawal processing
✦
✦
✦
✦
Agent efficiency increased by 35%
Agent efficiency increased by 35%
Agent efficiency increased by 35%
Agent efficiency increased by 35%
✦
✦
✦
✦
Errors and misunderstandings between departments decreased thanks to clear statuses and action history
Errors and misunderstandings between departments decreased thanks to clear statuses and action history
Errors and misunderstandings between departments decreased thanks to clear statuses and action history
Errors and misunderstandings between departments decreased thanks to clear statuses and action history
✦
✦
✦
✦
The interface became a foundation for scaling the CRM to other modules
The interface became a foundation for scaling the CRM to other modules
The interface became a foundation for scaling the CRM to other modules
The interface became a foundation for scaling the CRM to other modules
As a result, the redesigned back-office and newly built CRM streamlined internal workflows, improved usability, and strengthened operational efficiency in high-load financial processes.
As a result, the redesigned back-office and newly built CRM streamlined internal workflows, improved usability, and strengthened operational efficiency in high-load financial processes.
As a result, the redesigned back-office and newly built CRM streamlined internal workflows, improved usability, and strengthened operational efficiency in high-load financial processes.
As a result, the redesigned back-office and newly built CRM streamlined internal workflows, improved usability, and strengthened operational efficiency in high-load financial processes.
© 2025 Aleksandra Berest
© 2025 Aleksandra Berest
© 2025 Aleksandra Berest
© 2025 Aleksandra Berest