Pavilion Payments

Pavilion Payments

Pavilion Payments

Product strategy & design system development

Product strategy & design system development

Product strategy & design system development
Primary role
Primary role

Senior UX Design Consultant

Senior UX Design Consultant
Year
Year

2024

2024
Main tools used
Main tools used

Figma, FigJam, Mural

Figma, FigJam, Mural

5 product teams

supported through a strategy to overcome technical limits with a React design system.

32 PURE Eval score

21 being the best score out of 63, tested well with subject matter experts.

Strategy created

by interviewing users and guiding others to create with research with a clear strategy.

Project goal

Increase enrollment to VIP Preferred to increase revenue and invest in a design system, solving development bottlenecks and frustrations.

Increase enrollment to VIP Preferred to increase revenue and invest in a design system, solving development bottlenecks and frustrations.

Project description

At Pavilion Payments, I led a transformative initiative to revolutionize VIP Preferred. It is a crucial financial service for the gaming industry. This wasn't just about creating an enrollment process or a design system; it was about reimagining how users interact with gaming financial services while building scalable design foundations.

At Pavilion Payments, I led a transformative initiative to revolutionize VIP Preferred. It is a crucial financial service for the gaming industry. This wasn't just about creating an enrollment process or a design system; it was about reimagining how users interact with gaming financial services while building scalable design foundations.

Major pain points to solve

With the lack of self-service enrollment capabilities, this along with other friction points became points to focus on:

  • Fragmented security relying solely on casino systems.

  • Lack of user visibility into credit limits and spending.

  • Unclear communication about security requirements.

  • Inconsistent branding across user touchpoints.

Who are our users?

Understanding the user-base of VIP Preferred was crucial to understanding their present usage of the service. Below are the key discoveries from our study:

  1. Registration bottlenecks at casino locations: This causes users to not sign up at casinos.

  2. Brand recognition challenges: Most users failed to recognize VIP Preferred in casinos, even forgetting the service's name.

  3. User confusion about banking regulations.

  4. Limited visibility into transaction limits: They never know until a transaction gets declined.

  5. Security concerns around personal information: Third party apps and services have the sole responsibility to keep user information safe, causes a major concern for user data.

In summary, users were in the dark and required a system to aid in increasing their account visibility and allow for carefree gaming!

Understanding the user-base of VIP Preferred was crucial to understanding their present usage of the service. Below are the key discoveries from our study:

  1. Registration bottlenecks at casino locations: This causes users to not sign up at casinos.

  2. Brand recognition challenges: Most users failed to recognize VIP Preferred in casinos, even forgetting the service's name.

  3. User confusion about banking regulations.

  4. Limited visibility into transaction limits: They never know until a transaction gets declined.

  5. Security concerns around personal information: Third party apps and services have the sole responsibility to keep user information safe, causes a major concern for user data.

In summary, users were in the dark and required a system to aid in increasing their account visibility and allow for carefree gaming!

Understanding the user-base of VIP Preferred was crucial to understanding their present usage of the service. Below are the key discoveries from our study:

  1. Registration bottlenecks at casino locations: This causes users to not sign up at casinos.

  2. Brand recognition challenges: Most users failed to recognize VIP Preferred in casinos, even forgetting the service's name.

  3. User confusion about banking regulations.

  4. Limited visibility into transaction limits: They never know until a transaction gets declined.

  5. Security concerns around personal information: Third party apps and services have the sole responsibility to keep user information safe, causes a major concern for user data.

In summary, users were in the dark and required a system to aid in increasing their account visibility and allow for carefree gaming!

Let's put cursor to pixel and wireframe!

Based on the wireframes and flows for various products previously completed by the client, I aimed to understand the product ecosystem in Pavilion Payments. Here is a small summary of the applicable products we looked at:

  • VIP Preferred: Flagship product to prioritize. By enrolling with your personal and bank information using Plaid, the uses gets better rates to fund their gaming as an advance they can pay back later. This gives better interest rates for these advances better than credit card advances for example while keeping your information secure.

  • VIP Mobility: Pay with your balance directly at a machine in a casino. However, this is only available in casino due to hardware requirement integrations with the app and machine they want to play at to work.

Based on the wireframes and flows for various products previously completed by the client, I aimed to understand the product ecosystem in Pavilion Payments. Here is a small summary of the applicable products we looked at:

  • VIP Preferred: Flagship product to prioritize. By enrolling with your personal and bank information using Plaid, the uses gets better rates to fund their gaming as an advance they can pay back later. This gives better interest rates for these advances better than credit card advances for example while keeping your information secure.

  • VIP Mobility: Pay with your balance directly at a machine in a casino. However, this is only available in casino due to hardware requirement integrations with the app and machine they want to play at to work.

Based on the wireframes and flows for various products previously completed by the client, I aimed to understand the product ecosystem in Pavilion Payments. Here is a small summary of the applicable products we looked at:

  • VIP Preferred: Flagship product to prioritize. By enrolling with your personal and bank information using Plaid, the uses gets better rates to fund their gaming as an advance they can pay back later. This gives better interest rates for these advances better than credit card advances for example while keeping your information secure.

  • VIP Mobility: Pay with your balance directly at a machine in a casino. However, this is only available in casino due to hardware requirement integrations with the app and machine they want to play at to work.

Previous wireframes I was given to start my discovery work while doing my discovery work.

Previous bank authentication flow, used at the casino usually to link bank accounts to start using VIP Preferred.

Let's combine these insights to create some flows!

By employing the design system I created, we can skip the wireframing process entirely to show what it would look like on a responsive website. Based on this, we led development despite the constraints:

  • Led React component development.

  • Established mobile-first design patterns.

  • Created breakpoint strategies for multiple devices.

  • Built foundation for future native app development.

  • Integrated with existing casino systems.

By employing the design system I created, we can skip the wireframing process entirely to show what it would look like on a responsive website. Based on this, we led development despite the constraints:

  • Led React component development.

  • Established mobile-first design patterns.

  • Created breakpoint strategies for multiple devices.

  • Built foundation for future native app development.

  • Integrated with existing casino systems.

By combining insights from users, analyzing the product ecosystem and specific functionality, we combined functionality to have the user sign up for VIP Preferred online to fund their gaming in casino or any online sports betting applications.

Sample images of the design system I created after visual and functional refinements. This ended up being implemented partly in a repository in a Storybook site that developer can utilize for any project developed with React.

Now let's test!

Due to budget constraints, instead of screening general users, we implemented a PURE evaluation, which is a cohort of industry experts that evaluated the VIP Preferred enrollment process. By employing the scenario of the user enrolling in VIP Preferred while they are in the casino on their phone, they began the evaluation.

One a scale of 21 - 63 (21 being the best score), the flow achieved a overall score of 32, which is a in the PURE evaluation with the following suggestion to tackle next:

  • Information architecture refinement

  • Microcopy consistency

  • Third-party integration trust signals

  • ID verification flow optimization

So with this information, this informed us what the prioritize next for our development team after launch in order to meet user concerns and test for future enhancements.

Due to budget constraints, instead of screening general users, we implemented a PURE evaluation, which is a cohort of industry experts that evaluated the VIP Preferred enrollment process. By employing the scenario of the user enrolling in VIP Preferred while they are in the casino on their phone, they began the evaluation.

One a scale of 21 - 63 (21 being the best score), the flow achieved a overall score of 32, which is a in the PURE evaluation with the following suggestion to tackle next:

  • Information architecture refinement

  • Microcopy consistency

  • Third-party integration trust signals

  • ID verification flow optimization

So with this information, this informed us what the prioritize next for our development team after launch in order to meet user concerns and test for future enhancements.

Where can we apply the design system?

As work for VIP Preferred was shifting various development priorities, I was able to apply the user insights and research to other applications/websites to test out how the design system can work for other products/services, which were the following:

  • VIP Mobility: What if how biggest casino partners utilized our design system to be uniform with Pavilion's product goals?

  • VIP Preferred marketing website: What if the marketing site was more uniform and utilized design system components and got its own twist for the public to interact with instead of just VIP Preferred as a product?

  • Kiosks & ATMs

  • Customer service applications/gateways

  • Cashier kiosks and registers to service the customer and help them sign up for VIP Preferred.

As work for VIP Preferred was shifting various development priorities, I was able to apply the user insights and research to other applications/websites to test out how the design system can work for other products/services, which were the following:

  • VIP Mobility: What if how biggest casino partners utilized our design system to be uniform with Pavilion's product goals?

  • VIP Preferred marketing website: What if the marketing site was more uniform and utilized design system components and got its own twist for the public to interact with instead of just VIP Preferred as a product?

  • Kiosks & ATMs

  • Customer service applications/gateways

  • Cashier kiosks and registers to service the customer and help them sign up for VIP Preferred.

VIP Preferred website before design system and testing with users.

VIP Preferred website affter design system and testing with users.

VIP Preferred website subpages after design system and testing with users.

VIP Mobility design system explorations to stress test the design system to see how it held up.

After project reflection

After the project's completion, the positive impact extended beyond the initial scope by influencing casino partner implementations, established new standards for financial UX in gaming, created pathways for future product development and set new benchmarks for user security communication.

This transformation demonstrates my ability to:

  1. Lead enterprise-level financial product initiatives.

  2. Navigate complex regulatory environments.

  3. Build scalable design systems.

  4. Drive cross-functional collaboration.

  5. Balance user needs with security requirements.

After the project's completion, the positive impact extended beyond the initial scope by influencing casino partner implementations, established new standards for financial UX in gaming, created pathways for future product development and set new benchmarks for user security communication.

This transformation demonstrates my ability to:

  1. Lead enterprise-level financial product initiatives.

  2. Navigate complex regulatory environments.

  3. Build scalable design systems.

  4. Drive cross-functional collaboration.

  5. Balance user needs with security requirements.

5 product teams

supported through a strategy to overcome technical limits with a React design system.

32 PURE Eval score

21 being the best score out of 63, tested well with subject matter experts.

Strategy created

by interviewing users and guiding others to create with research with a clear strategy.

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