Optimizing transfer flow
for ease of use
Summary.
At Tapcheck, I led the redesign of our core transfer flow to improve speed, clarity, and reliability for on-demand wage access.
Acting as the sole designer, I conducted a UX audit, ran user testing, and delivered a new 3-step flow inspired by best in class fintech patterns.
The project boosted transfer success from 92% to 96%, reduced transfer-related CS tickets from 18% to 5%, and enabled mid-transfer account linking—supporting revenue growth from $7M to $32M ARR over two years.
Project context.
Company / Product: Tapcheck - On-demand wage access platform for employers and employees
Timeline & team + role
2-month project: 2 FE engineers, 2 BE engineers, Head of Product, Senior PM, CS
My role: Sole product designer - led UX audit, ideation, prototyping, usability testing, and delivery
Problems & goals.
Business Problem: Transfer flow errors drove higher CS volume and threatened a key revenue channel.
User pain points:
• 92% baseline transfer success rate led to frequent failed attempts.
• 18% of all CS calls related to failed or confusing transfers.
• Users struggled to complete transfers due to confusing flows and hidden errors
Success Metrics:
• Increase transfer success rate above 92% baseline
• Reduce transfer-related CS tickets
Personas.
18–44 yrs, QSR & healthcare workers: Employees cash out immediately after shifts for essentials like groceries, gas, or emergencies
Design Process.
Ideation & sketches
Audit: Identified friction points — sliders causing errors, CTAs hidden below fold, missing context on transfer speed
Key research insights:
• Employer-imposed limits not visible → unexplained failures
• Users couldn’t add accounts mid-transfer → dead ends
• Allowed transfers without sufficient balance → false expectations
• Inconsistent UI (no design system) → steep learning curve
Ideation: Explored PayPal/CashApp-inspired 4-step flow
(amount → destination → speed → confirm)
Testing:
• 6 current users + internal team
• Unanimous preference for new flow
• Praised for clarity, speed, and custom amount entry with keyboard
Design System:
• Built a lightweight interim DS for faster rollout
• Designed comprehensive branded DS in parallel
Solution & Visual Design.
High-Fi Highlights:
• Amount selection with visible balance & “max” shortcut•
• Mid-transfer account linking
• Employer limit alerts
• Clear speed vs. cost labels with defaults based on business insights
• Grouped confirmation with emphasized totals and fixed CTA doc
Accessibility: Large tap targets, readable typography, clear error states
Choosing an amount
We were inspired by Venmo, Cashapp, Dailypay and Paypal for this screen.
Clear objective
User's objective is to only enter the amount.Default amount
We defaulted to max available balance amount, this removed a step for the user, simplifying process.
Dynamic amount colors
Success (shown in green), error in red, and grey for typing.
Error states for employer limits
Transparency for our users is important.
Demo - Transfer flow
How a user transfers their earned wages to their debit card.
Our impact & what we learned
Impact:
96% success rate
We increased our transfer success rate from 92% - 96% with the new transfer flow, a key revenue driver.
We slowly increased feature flag to 100% to test against prev flow.
13% Reduction of CS inbound
We reduced our CS inbound for transfer related calls from %18 - 5% over a 30 day period.
New feature adds
By adding the flow we’re able to introduce new features:
Adding an account in dropdown if none currently existed
Adding Tapcheck mastercard if you don’t have a destination account.
What we learned:
Designing for the future
• Rollout to android first before iOS to anticipate constraints
• Engage engineering earlier on to prevent design workaround to accommodate system constraints
Unique challenges:
• In joining there was no centralized design system.
• Part of the challenge was to develop a design system real-time while delivering active project work.
I then had to maintain two design systems: a short term composed legacy design system and working to develop a new branded and comprehensive design system.
