Fiserv is a leading software provider for financial institutions. I was part of a team re-designing Transact — a 90's application for bank and credit union tellers handling in-branch transactions — and transforming it from outdated desktop software into a modern web-based application.

This particular case study is about particularly complex transaction — Cash back — that I was tasked with bringing into the 21st century by integrating the it with the physical cash machines that sit next to teller to collect (recycle) and dispense.

It had to be flexible

The Cash back transaction needed to do the following with regard to cash machines:

• Seamlessly integrate with machines hardware and software of several cash machine companies
• Have a UI flexible enough to accommodate both machine that only dispensed cash and machine that both dispensed and collected (recycled) cash
• Support all the transaction options offered by various financial institutions
• Adhere to banking regulations

Challenges included ensuring compatibility across different cash handling machine software, navigating limited insights from business analysts, and fitting the new design within an established design framework.

I worked closely with the business analyst to deep-dive into the requirements, creatively adapted the design to incorporate calculator functionalities within the existing framework, and introduced a dual-layer tab system to optimize tablet use.

I navigated the fragmented information landscape by iteratively refining the design often — setting up multiple check-ins per with with the business analyst so we could go back to both financial institutions and the IT teams of cash machine companies — ensuring the application was satisfying the users first, then the diverse hardware and software requirements. All while adhering to Transact's new design system.

The end product was a user-friendly, modern web application that streamlined teller operations and aligned with modern web standards, significantly improving user experience within Fiserv’s ecosystem.