Mastercard

UX design & research • Mar 2016 – Jun 2018

I was a former lead UX researcher and designer for the Digital Payments Experience Design team at Mastercard in NYC. When I first joined the company I started as a UX designer and transitioned to a full-time user research role about a year later.

UX Research

As a vital member of our department's small, but mighty, UX research team, I managed qualitative usability research studies from start to finish.

My background in design allowed me to support my team wherever I was needed in the process. Some days I was immersed in prototyping alongside our team’s front-end engineers and others were spent training alongside external vendors to improve our overall research practice.

My past research projects covered topics like:

• Contactless payments

• Desktop and mobile ecommerce experiences

• ACH payment preferences

Mastercard Developers

Mastercard Developers is home to Mastercard’s APIs and documentation for digital payment products. I was part of a three-person team and that refined the website’s experience in the months leading up to the site’s relaunch in summer 2016.

We worked closely with product and engineering teams worldwide to develop content strategy guidelines, assist with quality assurance efforts, and provide design support.

Team: Lee Hillman and Amin Nassiri

masterpass.com

Note: Masterpass is now defunct has since been replaced by Click to Pay.

When Mastercard’s new brand identity was announced in summer 2016, it came as no surprise that Masterpass would shortly follow suit. Several other designers and I partnered with the product team to rebuild Masterpass.com from the ground up.

Redesigning the website for the company’s flagship digital product was far from easy. We had to create an adaptive, component-based system that was region-agnostic and addressed both B2C, everyday Masterpass users, and B2B, banking and merchant, needs.

I worked with several other designers to define the user experiences for consumers as well as our business partners, made wireframes, and wrote corresponding documentation.

The evolution of masterpass.com

After I transitioned to research full-time, I had the chance to put my masterpass.com designs to the test. My team designed and executed two usability studies focused on getting feedback on the consumers version across both desktop and mobile web.

The conversations we had with 40+ participants challenged our initial assumptions and made us reevaluate our overall design strategy. Their feedback resulted in a clearer, concise experience that was more effective at communicating the product’s value and benefits compared to before.

Team: Lee Hillman, Susannah Hallagan, Jay Eckert, Brad Roth, and Valerie Matusiak

CoPilot

CoPilot is a digital payments solution that makes it easier for parents to manage transit allowances for their kids.

I teamed up with six of my coworkers in response to one of Mastercard’s in-house innovation challenges, IdeaBox for mass transit. Our proposal passed the initial review process and was awarded a small grant to fund additional research and development.

By leveraging existing relationships with channel partners, transit authorities, and government entities, coupled with Mastercard payment technologies, CoPilot provides parents with a safer way to let their child pay for transit.

Although Mastercard leadership chose to not pursue our idea further, CoPilot was granted a patent.

Team: Jean Kim, Jimmy Yuan, Christine Chu, Jo-Anne Loh, David Javitch, and Karin Levi

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