Visa Access Platform Experience
& Information Architecture

A fast-paced UX strategy and information architecture engagement focused on improving the Visa Access platform experience by shifting from a product-centric to a user- and task-centered experience. The project focused on enhancing navigation, content strategy, and usability across both authenticated and pre-login experiences, with a strong emphasis on enabling back-office users, who make up the majority of the platform audience.

Through UX research, stakeholder & SME interviews, persona refinement, card sorting, and journey mapping, the team identified key pain points and opportunities to improve information discoverability, streamline workflows, and support better user outcomes.

The engagement resulted in strategic recommendations, an updated IA approach, a future-state experience vision, and a roadmap to help Visa deliver a more intuitive, scalable, and user-centered platform experience.

My Role & Contributions

As the UX strategist, I owned the strategy, research, and experience definition, focusing on improving the Visa Access platform's experience and information architecture.

Partnered closely with the Account Lead to shape strategic roadmaps, identify future capabilities, and define solution opportunities, and collaborated with the Technical Architect to align business, user, and technical needs.

Directed UX research, developed interview frameworks, and facilitated SME interviews aligned to target personas and archetypes.

Synthesized research findings, pain points, and usability challenges into actionable themes that informed platform priorities & experience recommendations.

In partnership with the UX designer, we refined and evolved four key personas and created current- and future-state journey maps to support the shift from product-centric navigation to a user- and task-centered IA.

Developed the Freemium experience strategy based on discovery insights and collaborated cross-functionally to translate strategic recommendations into a future vision for Visa stakeholders.

Directed card-sorting activities to validate the content strategy, navigation, and IA direction, while documenting discovery insights, project decisions, and strategic recommendations to accelerate onboarding and continuity across the team.

Additionally, our team leveraged AI and IBM Consulting Assistant (ICA) agents to significantly accelerate delivery across research synthesis, pain point clustering, persona refinement, journey validation, and executive-ready storytelling, enabling high-quality outputs on an accelerated timeline.