Designing the experience vision for the next generation of the TWINT Business Portal..
TWINT needed to transform a fragmented merchant experience into a coherent digital ecosystem that could support the next generation of the TWINT Business Portal.
Over the years, the platform had grown organically as new features, services, and business requirements were added. Mobile and desktop followed different interaction patterns, the information architecture no longer reflected how merchants actually worked, and the overall experience lacked the consistency expected from Switzerland's leading mobile payment platform.
Rather than redesigning individual features, the challenge was to create a shared experience vision that could unify products, teams, and future initiatives while providing a scalable foundation for years of continuous evolution.
My Contribution
As Lead UX Architect, I led the creation of the experience vision for the future TWINT Business Portal.
Starting with research, stakeholder workshops, and experience mapping, I defined the information architecture, navigation model, user journeys, and interaction principles that would guide the platform's long term evolution.
Once the strategic foundation was established, I led the creative direction, shaping the visual language, interaction design, and experience principles together with the multidisciplinary team. The result was a scalable framework that connected mobile and desktop into one coherent experience while providing the foundation for the future design system.
Outcome
Rather than delivering a single product release, the project established the experience vision for the future TWINT Business Portal.
The work created a shared experience architecture that aligned product, design, engineering, and business around a common direction. It introduced a scalable information architecture, interaction model, design principles, and visual language that guide the platform's iterative development across multiple implementation phases.
The experience vision became the strategic foundation for a coherent merchant ecosystem spanning onboarding, payments, dashboards, store management, settlements, administration, and future capabilities across both mobile and desktop.
Design Principles
Reduce complexity through clarity
Empower merchants instead of overwhelming them
Design one experience across every touchpoint
Mobile first without compromising desktop
Accessibility and inclusion by default
Build trust through transparency
Create moments of delight without unnecessary decoration
Key Design Decisions
Instead of simply modernising the interface, we challenged fundamental interaction patterns throughout the platform.
The information architecture was rebuilt around merchants' mental models rather than internal system structures. Technical terminology was replaced with language people actually understood, based on user research and testing. Complex workflows such as registration, payment setup, and store management were simplified into guided experiences that reduced cognitive effort while increasing user confidence.
Across the platform, contextual guidance, progressive disclosure, conversational UX writing, and inclusive interaction patterns helped transform a technically complex business platform into an experience that feels approachable, efficient, and human.