Project Overview:

Citizens offers fast, convenient, and seamless mobile financial services to help unbanked individuals living in remote parts of the country where banks are inaccessible. It also integrates well with the main bank, MCB, to provide access to additional banking features.

Role & Responsibility:

Working under the guidance of the Chief Product Officer, I collaborate with a multi-disciplinary team to develop a range of digital and service product design projects. This includes defining the value proposition, conducting discovery, creating wireframes and prototypes, and piloting and launching the products. For specific products and projects, I work closely with colleagues in business and strategy, product management, technology, and operations to design solutions that meet customer and business needs in a simple and effective way.

As the main UI/UX designer for both user and merchant apps, I am responsible for facilitating brainstorming and product decision meetings with cross-functional teams. I also conduct field research and synthesize findings on customer and merchant user behaviors and needs.

✅Summary of what I’ve learned

  • Introduced a UX process to the organization

  • Worked with the team to develop a road map for product growth

  • Created and articulated a product story to ensure that every department was aligned and that we stood out from competitors

Challenges:

Since Citizens does not have its own development team, we use third-party developers, and PMs act as the main liaison with them. To ensure smooth development sprints, it is important for me to create high-fidelity designs and a comprehensive design library.

We use a white-label mobile wallet system from Australia, but some of the features we need are not available or need to be redesigned to meet our users' needs.

In Burma, we use a prepaid system for subscriptions, mobile data, and other digital services. I am responsible for redesigning the UX/UI for these types of missing features. I work with my PMs to take ideas from concept to a final product ready for development.

Mobile top-up flow consumer initiative process

Consumer app

Mobile top-up flow user initiative process

Merchant App