Capstone Group Project · UX Design · Workshop Facilitation
Capstone Group Project · UX Design · Workshop Facilitation
AXS M-Station
AXS M-Station
Reimagining Digital Payment Journeys
Reimagining Digital Payment Journeys
As the final deliverable of my UX Design course at General Assembly, I worked with five groupmates to take on a real-world challenge with AXS, Singapore’s leading payment solutions provider.
As the final deliverable of my UX Design course at General Assembly, I worked with five groupmates to take on a real-world challenge with AXS, Singapore’s leading payment solutions provider.
Skills
Skills
User research · User interviews · Usability Testing · UX Workshop · Wireframing · Prototyping
User research · User interviews · Usability Testing · UX Workshop · Wireframing · Prototyping
My Role
My Role
Research & Ideation Lead
Research & Ideation Lead
Timeline
Timeline
3 weeks across 2 apps
3 weeks across 2 apps
Tool
Tool
Figma
Figma
About AXS
About AXS
AXS is a trusted multi-platform payment solution serving millions every month. It connects people and businesses across Singapore through seamless digital payment experiences — for over 25 years.
AXS is a trusted multi-platform payment solution serving millions every month. It connects people and businesses across Singapore through seamless digital payment experiences — for over 25 years.
AXS M-station
AXS M-station
Mobile extension of the AXS network, enabling payments anytime, anywhere.
Mobile extension of the AXS network, enabling payments anytime, anywhere.
AXS Drive
AXS Drive
All-in-one motoring app, streamlining services and payments across partners.
All-in-one motoring app, streamlining services and payments across partners.
The UX Challenge
The UX Challenge
AXS had not conducted usability testing in over a decade, during which user expectations and mobile standards evolved, creating gaps in clarity and flow.
AXS had not conducted usability testing in over a decade, during which user expectations and mobile standards evolved, creating gaps in clarity and flow.
Our objective was to discover current user needs and improve areas that drive adoption and usability for AXS M-Station and Drive. We set out to identify friction points and propose improvements aligned with both user needs and business goals.
Our objective was to discover current user needs and improve areas that drive adoption and usability for AXS M-Station and Drive. We set out to identify friction points and propose improvements aligned with both user needs and business goals.
This project was also my first time leading client workshops, strengthening my collaboration, storytelling, and design decision-making.
This project was also my first time leading client workshops, strengthening my collaboration, storytelling, and design decision-making.
The Solutions
The Solutions
We crafted a clearer, faster, and more intuitive bill-payment experience — so users can stay organized, find what they need quickly, and manage payments with confidence.
We crafted a clearer, faster, and more intuitive bill-payment experience — so users can stay organized, find what they need quickly, and manage payments with confidence.
The Design Process
The Design Process
With only 3 weeks and 2 apps, our process moved in iterative loops — cycling between research, co-creation, and synthesis while aligning closely with AXS stakeholders. Scroll on to find out how we tackled the challenge!
With only 3 weeks and 2 apps, our process moved in iterative loops — cycling between research, co-creation, and synthesis while aligning closely with AXS stakeholders. Scroll on to find out how we tackled the challenge!
DISCOVER
DISCOVER
DISCOVER
Conducted secondary research, competitor analysis, and usability testing to uncover key user pain points.
Secondary research, content audit, interviews, and usability tests revealed friction in navigation, account setup, and feature awareness.
Secondary research, content audit, interviews, and usability tests revealed friction in navigation, account setup, and feature awareness.
IDEATION
IDEATION
IDEATION
Facilitated co-creation workshops with AXS teams to generate ideas and prioritize opportunities for impact.
Facilitated a Design Studio (M-Station) and Feature Prioritization workshop (Drive) with 20+ stakeholders.
Facilitated a Design Studio (M-Station) and Feature Prioritization workshop (Drive) with 20+ stakeholders.
DEFINE
DEFINE
DEFINE
Synthesized insights into personas, journey maps, and How Might We statements to sharpen our design direction.
Synthesized findings into personas, journey maps, and “How Might We” statements to frame opportunities.
Synthesized findings into personas, journey maps, and “How Might We” statements to frame opportunities.
DELIVER
DELIVER
DELIVER
Presented design proposals to AXS leadership, with usability testing planned as the next phase.
Created high-fidelity prototypes to showcase improved flows; usability testing planned as the next step.
Created high-fidelity prototypes to showcase improved flows; usability testing planned as the next step.
Discover - Research phase
Uncovering Pain Points
Uncovering Pain Points
We conducted secondary research and usability testing with 15 users (ages 25–45) to understand how people discover and use M-Station today. This revealed gaps in awareness, navigation, setup continuity, and perceived value, which shaped our redesign focus.
We conducted secondary research and usability testing with 15 users (ages 25–45) to understand how people discover and use M-Station today. This revealed gaps in awareness, navigation, setup continuity, and perceived value, which shaped our redesign focus.
Low Awareness
Low Awareness
Many users didn’t know M-Station existed, or assumed it was only for paying bills.
Difficult to Discover
Difficult to Discover
Key billers and useful features were hard to find or only surfaced by chance.
Confusing Setup
Confusing Setup
The passcode was device-linked, causing payment history to be lost when switching phones.
The passcode was device-linked, causing payment history to be lost when switching phones.
Hidden Value
Hidden Value
Helpful features existed but weren’t visible, so users didn’t realise the app could do more.
ideation - workshops
Co-creating Solutions
Co-creating solutions
As Ideation Lead and Workshop Facilitator, I led two co-creation sessions with 12 AXS stakeholders from Product, Development, and Marketing — turning research insights into actionable design directions under tight timelines.
As Ideation Lead and Workshop Facilitator, I led two co-creation sessions with 12 AXS stakeholders from Product, Development, and Marketing — turning research insights into actionable design directions under tight timelines.
AXS M-Station - Design Studio (1 hr)
To reimagine M-Station’s homepage, I ran a Design Studio with 12 stakeholders split into 3 cross-functional teams — each led by a group lead. The format blended individual sketching with group collaboration, surfacing aligned redesign directions.
To reimagine M-Station’s homepage, I ran a Design Studio with 12 stakeholders split into 3 cross-functional teams — each led by a group lead. The format blended individual sketching with group collaboration, surfacing aligned redesign directions.
Idea Generation
Participants sketched ideas individually.
Idea Generation
Participants sketched ideas individually.
Collaboration
3 groups refined and merged ideas,
Collaboration
3 groups refined and merged ideas,
Voting & Outcome
Top redesigns surfaced through voting and alignment.
Voting & Outcome
Top redesigns surfaced through voting and alignment.
AXS Drive - Impact Effort Mapping (30 mins)
AXS Drive - Impact Effort Map (30 mins)
To prioritise next steps for AXS Drive, I led an Impact–Effort Mapping session to evaluate 14 proposed ideas. Through cross-functional discussion, we assessed feasibility, debated trade-offs, and aligned on a clear, shared direction.
To prioritise next steps for AXS Drive, I led an Impact–Effort Mapping session to evaluate 14 proposed ideas. Through cross-functional discussion, we assessed feasibility, debated trade-offs, and aligned on a clear, shared direction.
Idea Presentation
14 ideas introduced for evaluation.
Idea Presentation
14 ideas introduced for evaluation.
Discussion
Stakeholders debated feasibility and value.
Discussion
Stakeholders debated feasibility and value.
Alignment
Ideas mapped to align on focus and next actions.
Alignment
Ideas mapped to align on focus and next actions.
Results & Impact
Results & Impact
We built cross-functional alignment, reduced decision fatigue, and set clear design priorities — enabling the team to move forward faster and with confidence.
We built cross-functional alignment, reduced decision fatigue, and set clear design priorities — enabling the team to move forward faster and with confidence.
AXS M-Station
Homepage Redesign
AXS M-Station
Homepage Redesign
We aligned the team early around key user needs. This set and validated the next sprint’s priorities, ensuring decisions were guided by evidence, not assumptions.
We aligned the team early around key user needs. This set and validated the next sprint’s priorities, ensuring decisions were guided by evidence, not assumptions.
AXS Drive
Idea Roadmap
AXS Drive
Idea Roadmap
Using Impact–Effort Mapping, we prioritised high-impact, low-effort improvements for immediate release and defined a clear phased roadmap for future enhancements.
Using Impact–Effort Mapping, we prioritised high-impact, low-effort improvements for immediate release and defined a clear phased roadmap for future enhancements.
DEFINE - persona & problem statements
DEFINE - persona & problem statements
Defining the Problem
Defining the Problem
The Design Studio and Feature Prioritization workshops not only generated ideas, but also deepened our understanding of recurring user pain points. Combined with our research insights, these findings helped us frame four clear How Might We (HMW) questions:
The Design Studio and Feature Prioritization workshops not only generated ideas, but also deepened our understanding of recurring user pain points. Combined with our research insights, these findings helped us frame four clear How Might We (HMW) questions:
Features are hard to find
Features are hard to find
Features are hard to find
HMW we make features more visible for easier discovery?
HMW we make features more visible for easier discovery?
Users learn by accident
Users learn by accident
HMW guide new users to key features without trial and error?
HMW guide new users to key features without trial and error?
Passcode is confusing
Passcode is confusing
HMW clarify the purpose and benefits of the passcode?
HMW clarify the purpose and benefits of the passcode?
No personal touch
No personal touch
HMW personalise reminders and favourites to reflect user preferences?
HMW personalise reminders and favourites to reflect user preferences?
Meet Bryan
39 · Office Executive · Moderate to High Digital Literacy
Bryan juggles work and home responsibilities, so he values convenience — yet often encounters friction when managing his digital payments.
Quote
"I just want one app that helps me stay on top of my bills without worrying I’ll forget.”
"I just want one app that helps me stay on top of my bills without worrying I’ll forget.”
Needs
One reliable app to manage bills, set reminders, and save favourites.
One reliable app to manage bills, set reminders, and save favourites.
Pain Points
Hard to find billers
Reminders unclear
History lost across devices
Unsure if favourites are saved
Meet Bryan
Bryan juggles work and home responsibilities, so he values convenience — yet often encounters friction when managing his digital payments.
39 · Office Executive · Moderate to High Digital Literacy
"I just want one app that helps me stay on top of my bills without worrying I’ll forget.”
DELIVER - Before & after
UX Solutions
UX Solutions
With our research insights and validated pain points, we translated findings into six high-fidelity prototypes. Each solution addressed friction across key moments of the payment journey — from onboarding and discovery to reminders and history tracking — to make bill payments feel effortless, intuitive, and reliable.
With our research insights and validated pain points, we translated findings into six high-fidelity prototypes. Each solution addressed friction across key moments of the payment journey — from onboarding and discovery to reminders and history tracking — to make bill payments feel effortless, intuitive, and reliable.
01 SIGN UP
01 SIGN UP
Onboarding that explains — building trust right from the start.
Onboarding that explains — building trust right from the start.
Before
Before
Skip button sped up sign-up but reduced clarity.73% of users did not understand the purpose of the passcode or how it protected their payment history.
Skip button sped up sign-up but reduced clarity.73% of users did not understand the purpose of the passcode or how it protected their payment history.
After
After
Sign-up is now guided step-by-step, explaining the passcode and security in plain language. Users can enable Face ID once they understand how their data is protected.
Sign-up is now guided step-by-step, explaining the passcode and security in plain language. Users can enable Face ID once they understand how their data is protected.
02 PERSONALISATION
02 PERSONALISATION
Personalised dashboard for faster access and better control.
Personalised dashboard for faster access and better control.
Before
Before
The homepage lacked clear hierarchy — 80% of users struggled to find their billers, and “My Favourites” was often only discovered by accident.
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After
After
.A personalised dashboard now surfaces recent payments, favourite billers, and spending insights, helping users access what they use most faster and stay on top of bills.
The homepage was redesigned with a personalised dashboard featuring recent payments and spending filters, giving users quick access and better control to stay on top of bills.
A personalised dashboard now surfaces recent payments and spending insights, giving users quick access and better control to stay on top of bills.
03 SAVED FEATURE
03 SAVED FEATURE
User-controlled saving with flexible organisation.
User-controlled saving with flexible organisation.
Before
Before
My Favourites automatically saved billers after payment. While functional, it wasn’t intuitive — many users misunderstood its purpose or didn’t realise it existed.
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After
After
Renamed to Saved, users can now manually choose which billers to keep, sort them by status, and set reminders — giving them full control and clearer organisation.
Renamed to “Saved,” users now manually manage bills, sort by status, and control reminders in one place.
Renamed to “Saved,” users now manually manage bills, sort by status, and control reminders in one place.
04 REMINDERS
04 REMINDERS
Bill reminders surfaced and customisable.
Bill reminders surfaced and customisable.
Before
Before
Reminders were buried under menus — 40% of users didn’t know the feature existed or how to access it
Reminders were buried under menus — 40% of users didn’t know the feature existed or how to access it
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After
After
Reminders are now visible on the homepage and Saved list, allowing users to customize timing and view bills by list or calendar for better control.
Renamed to “Saved,” users now manually manage bills, sort by status, and control reminders in one place.
Reminders are visible on the homepage, customisable by frequency, and viewable in list or calendar format.
05 PAY BILLS
05 PAY BILLS
Streamlined categorisation for faster access.
Streamlined categorisation for faster access.
Before
Before
Billers were inconsistently grouped — 87% of users struggled to find specific billers like Singtel.
Billers were inconsistently grouped — 87% struggled to find specific billers like Singtel.
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After
After
Billers are now logically grouped based on card-sorting insights, with Saved, Reminders, and History integrated for smoother, faster navigation.
Renamed to “Saved,” users now manually manage bills, sort by status, and control reminders in one place.
Billers are now logically grouped based on card-sorting insights, with Saved, Reminders, and History integrated for smoother, faster navigation.
06 HISTORY PAGE
06 HISTORY PAGE
Centralized tracking for better payment visibility.
Centralized tracking for better payment visibility.
Before
Before
Only successful transactions were shown — users couldn’t view pending or failed payments, leading to confusion over payment status.
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After
After
All bill statuses — completed, pending, and missed — are now visible in one centralised history dashboard, improving clarity and user confidence.
Renamed to “Saved,” users now manually manage bills, sort by status, and control reminders in one place.
All bill statuses — completed, pending, and missed — are now visible in one centralised history dashboard, improving clarity and user confidence.
Reflection & Takeaways
Reflection & Takeaways
UX is rarely linear.
This project strengthened my adaptability — responding to shifting priorities, stakeholder needs, and user insights with clarity rather than rigidity.
UX is rarely linear.
This project strengthened my adaptability — responding to shifting priorities, stakeholder needs, and user insights with clarity rather than rigidity.
Facilitation = leadership.
Guiding workshops showed me leadership isn’t about having all the answers, but creating space for ideas to grow.
Facilitation = leadership.
Guiding workshops showed me leadership isn’t about having all the answers, but creating space for ideas to grow.
Design is about people not pixels.
The most meaningful progress came from understanding needs and aligning perspectives — the interface followed after.
Design is about people not pixels.
The most meaningful progress came from understanding needs and aligning perspectives — the interface followed after.
Client Testimonial
“The team demonstrated professionalism, creativity, and strong user-centered thinking. Their research and design proposals provided actionable insights and valuable perspectives that will inform future improvements to our digital platforms.”
“The team demonstrated professionalism, creativity, and strong user-centered thinking. Their research and design proposals provided actionable insights and valuable perspectives that will inform future improvements to our digital platforms.”
– Laverne Soh, Chief Strategy Officer, AXS
– Laverne Soh, Chief Strategy Officer, AXS