Trusted Interactions
Redesigning a critical banking messenger to make design useful where it didn’t exist.
- Role
- Product design
- Context
- Worldline · Banks
- Status
- Redesign
Messaging under constraint
Trusted Interactions is secure messaging for banks. Built in 2015. Hundreds of thousands of messages, tens of thousands of agents.
Zero designers. Over thirty developers. A rigid environment with no culture.
At Worldline, my role: bring Design in without breaking everything — turn the audit into a clear, tested, industrializable product.
Diagnose without end-user access
No access to end users. We : quantitative, qualitative, internal observation.
at 13.2/100. 71% negative . , no hierarchy, unclear .
Roadmap: cognitive clarity, consistency, adviser autonomy.
Frame the usage
Thomas: bank adviser, under pressure, afraid of critical mistakes. He needs clarity and guidance.
Current flow to handle a message: 12 steps, 6 to 10 minutes. Target: 7 steps, 3 to 4 minutes.
Make it tangible
Mockups of the target journey.
Visual hierarchy, , immediate feedback. Frictions show up before we write a line of business code.
Confront reality
. Seven missions. Varied profiles.
Journey validated by everyone. Qualitative score 4.6/5. Remaining frictions are mapped too.
Listen, adjust
Design recommendations: learning curve, reading space, sessions.
Development side: accessibility, layout flexibility.
Industrialize
Flat : the essentials in two or three clicks. Unified . UI built on the component library.
Figma specs, responsive, accessibility. Design no longer stops at the .
Today
Deliverables in place. Handover done. Team maturity improved.