Increasing transfers

Tapcheck’s core transfer flow—how employees cash out earned wages—was the primary revenue driver. Transfer errors and confusing UX were eroding success rates and generating heavy CS volume.

I was the sole product designer on a 2-month project with 2 FE, 2 BE engineers, Head of Product, Senior PM, and CS. Led the UX audit, ideation, prototyping, usability testing, and delivery.

Transfer flow errors drove higher CS volume and threatened a key revenue channel. Users struggled to complete transfers due to confusing flows, hidden CTAs, and unexplained failures.

• 92% baseline transfer success rate with frequent failed attempts

• 18% of all CS calls related to failed or confusing transfers

• Employer-imposed limits not visible, causing unexplained failures

• No way to add accounts mid-transfer, creating dead ends

Designed a clean 3-step flow inspired by PayPal and CashApp: amount, destination, speed, confirm. Defaulted to max available balance, added mid-transfer account linking, and surfaced employer limit alerts with clear error states.

Tested with 6 current users who unanimously preferred the new flow. Built a lightweight interim design system for faster rollout while developing a comprehensive branded system in parallel.

• Transfer success rate increased from 92% to 96%

• CS tickets dropped from 18% to 5% of inbound volume

• Enabled mid-transfer account linking (new capability)

• Supported ARR growth from $7M to $32M over two years

Feature-flagged rollout to 100% validated the new flow against the previous experience with clear wins across every metric.