Role
Role
Product Designer 2
Services
Services
UX Research
Design Strategy
Visual Design
Prototype
2023
Industry
Fintech
Platform
SAAS Platform
Team
Kapil Reehal, Om Ashish, Rahul Singh
Project Index
Overview
Problem Statement
My Responsibilities
Work Process
Outcomes
Key Learning
Overview
Coalesce is a SaaS platform designed to centralize and simplify partner integrations and operational workflows within a fintech ecosystem. The platform brings onboarding, integrations, lead management, reporting, and issue resolution into a single, self-serve experience.
The objective of Coalesce was to replace fragmented, manual processes with a scalable system that provides partners with clear visibility, structured guidance, and real-time access to critical information throughout their lifecycle. The solution focuses on reducing operational dependency while improving speed, accuracy, and partner confidence.
Overview
Coalesce is a SaaS platform designed to centralize and simplify partner integrations and operational workflows within a fintech ecosystem. The platform brings onboarding, integrations, lead management, reporting, and issue resolution into a single, self-serve experience.
The objective of Coalesce was to replace fragmented, manual processes with a scalable system that provides partners with clear visibility, structured guidance, and real-time access to critical information throughout their lifecycle. The solution focuses on reducing operational dependency while improving speed, accuracy, and partner confidence.
Problem Statement
Partner integrations and daily operations were previously managed through emails, spreadsheets, and manual coordination. This led to inconsistent experiences, delayed activations, and frequent errors.
The challenge was to redesign complex fintech workflows into a product that could be easily understood and used by both technical and non-technical partners, while supporting future scale.
Challenges
Manual onboarding leading to long setup timelines.
No real-time visibility into integration and lead status.
High volume of repetitive support queries.
Limited clarity around lead failures and next actions.
Security risks with manual report sharing.
Lack of standardization across integration types.
Problem Statement
Partner integrations and daily operations were previously managed through emails, spreadsheets, and manual coordination. This led to inconsistent experiences, delayed activations, and frequent errors.
The challenge was to redesign complex fintech workflows into a product that could be easily understood and used by both technical and non-technical partners, while supporting future scale.
Challenges
Manual onboarding leading to long setup timelines.
No real-time visibility into integration and lead status.
High volume of repetitive support queries.
Limited clarity around lead failures and next actions.
Security risks with manual report sharing.
Lack of standardization across integration types.
My Responsibilities
The project involved defining the core experience and structure of the platform. Primary ownership included shaping how partners move through onboarding, integrations, and ongoing operations in a clear and predictable manner.
What I handled
Defining the UX strategy and mapping user journeys across different roles.
Designing UI screens with clear layouts and consistent interactions.
Structuring the information architecture to support role based access.
Developing a design system with reusable components for consistency.
Creating clickable prototypes for validation, feedback, and developer handoff.
My Responsibilities
The project involved defining the core experience and structure of the platform. Primary ownership included shaping how partners move through onboarding, integrations, and ongoing operations in a clear and predictable manner.
What I handled
Defining the UX strategy and mapping user journeys across different roles.
Designing UI screens with clear layouts and consistent interactions.
Structuring the information architecture to support role based access.
Developing a design system with reusable components for consistency.
Creating clickable prototypes for validation, feedback, and developer handoff.
Research & Insights
The work began with understanding existing workflows and identifying patterns of friction. Operational processes, historical support queries, and partner journeys were analyzed to uncover where delays, confusion, and errors occurred most frequently.
This helped shift the focus from isolated UI fixes to solving systemic experience problems.
Key Insights
Around 70% of partner queries related to integration status and errors.
Partners valued progress visibility more than technical documentation.
Most setup issues were caused by unclear steps rather than technical complexity.
Secure access to reports was a critical trust requirement.
Research & Insights
The work began with understanding existing workflows and identifying patterns of friction. Operational processes, historical support queries, and partner journeys were analyzed to uncover where delays, confusion, and errors occurred most frequently.
This helped shift the focus from isolated UI fixes to solving systemic experience problems.
Key Insights
Around 70% of partner queries related to integration status and errors.
Partners valued progress visibility more than technical documentation.
Most setup issues were caused by unclear steps rather than technical complexity.
Secure access to reports was a critical trust requirement.
Strategy & UX Thinking
Based on these insights, the experience was structured around clarity, guidance, and self-service. The platform was designed as a system rather than a collection of screens, allowing it to scale with increasing partner volume.
Each screen was designed to answer a single primary user question and clearly indicate next steps.
Key Ideas
Centralized workflows in one platform
Progressive disclosure to manage complexity
Early surfacing of actions and blockers
Self-service by default
Transparency to build trust
Strategy & UX Thinking
Based on these insights, the experience was structured around clarity, guidance, and self-service. The platform was designed as a system rather than a collection of screens, allowing it to scale with increasing partner volume.
Each screen was designed to answer a single primary user question and clearly indicate next steps.
Key Ideas
Centralized workflows in one platform
Progressive disclosure to manage complexity
Early surfacing of actions and blockers
Self-service by default
Transparency to build trust
Design Process
The platform was organized around campaigns and integrations, aligning with how partners naturally manage their work. Dashboards prioritized quick scanning and decision-making, while detailed views supported investigation and troubleshooting.
Status indicators, progress tracking, and contextual guidance were applied consistently to reduce confusion and improve task completion.
Key Design Decisions
High-signal dashboard showing only critical metrics
Campaign cards with status, progress, and blockers
Step-based integration flow from setup to go-live
Action Required section highlighting pending tasks
Secure report exports with password protection
Scalable UI built on a shared design system
Design Process
The platform was organized around campaigns and integrations, aligning with how partners naturally manage their work. Dashboards prioritized quick scanning and decision-making, while detailed views supported investigation and troubleshooting.
Status indicators, progress tracking, and contextual guidance were applied consistently to reduce confusion and improve task completion.
Key Design Decisions
High-signal dashboard showing only critical metrics
Campaign cards with status, progress, and blockers
Step-based integration flow from setup to go-live
Action Required section highlighting pending tasks
Secure report exports with password protection
Scalable UI built on a shared design system
Prototype & Testing
Interactive prototypes were created to validate assumptions early and reduce ambiguity during development. Testing focused on whether users could complete tasks independently and understand next actions without external assistance.
Feedback and observed behavior informed iterative refinements to flows, copy, and layout.
Testing Results
Reduced confusion during integration setup
Faster completion of key workflows
Improved clarity for non-technical users
Lower reliance on operational support
Prototype & Testing
Interactive prototypes were created to validate assumptions early and reduce ambiguity during development. Testing focused on whether users could complete tasks independently and understand next actions without external assistance.
Feedback and observed behavior informed iterative refinements to flows, copy, and layout.
Testing Results
Reduced confusion during integration setup
Faster completion of key workflows
Improved clarity for non-technical users
Lower reliance on operational support
Outcomes
Coalesce delivered measurable improvements across partner experience and operational efficiency.
Key Results
Partner onboarding time reduced by approximately 45%.
Operational support dependency reduced by around 35%.
Integration setup errors reduced by nearly 30%.
Partner activation rate increased by about 25%.
Report access time reduced from hours to seconds
Increased partner confidence through transparent workflows.
Outcomes
Coalesce delivered measurable improvements across partner experience and operational efficiency.
Key Results
Partner onboarding time reduced by approximately 45%.
Operational support dependency reduced by around 35%.
Integration setup errors reduced by nearly 30%.
Partner activation rate increased by about 25%.
Report access time reduced from hours to seconds
Increased partner confidence through transparent workflows.
Key Learnings
Designing Coalesce highlighted the importance of strong experience foundations in complex SaaS products.
What I Learned
Progress visibility reduces support load significantly
Action-oriented dashboards improve decision-making
Simple language is essential in technical workflows
Security features can enhance trust without adding friction
Information architecture is critical for scalability
UX decisions have a direct impact on operational efficiency
Key Learnings
Designing Coalesce highlighted the importance of strong experience foundations in complex SaaS products.
What I Learned
Progress visibility reduces support load significantly
Action-oriented dashboards improve decision-making
Simple language is essential in technical workflows
Security features can enhance trust without adding friction
Information architecture is critical for scalability
UX decisions have a direct impact on operational efficiency