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.
Objective
Objective
Discover user needs and improve areas that drive adoption and usability for the M-station and Drive apps.
Discover user needs and improve areas that drive adoption and usability for the M-station and Drive apps.
My Role
My Role
Research Lead, Ideation Lead, UX Designer
Research Lead, Ideation Lead, UX Designer
Timeline
Timeline
3-week sprint
3-week sprint
About AXS
About AXS
AXS is a trusted, multi-platform solution serving millions every month, connecting people and businesses in Singapore through seamless, digital bill payment experiences for 25 years.
AXS is a trusted, multi-platform solution serving millions every month, connecting people and businesses in Singapore through seamless, digital bill payment experiences for 25 years.
AXS M-station
AXS M-station
Mobile app extension of the AXS network, enabling payments anytime, anywhere.
Mobile app 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 run usability testing in more than a decade. In that time, user expectations and mobile standards evolved, leaving both apps vulnerable to friction and competition from digital banks and fintechs.
AXS had not run usability testing in more than a decade. In that time, user expectations and mobile standards evolved, leaving both apps vulnerable to friction and competition from digital banks and fintechs.
Our challenge was to identify user pain points, translate them into user-centered improvements aligned with business goals, and propose a roadmap for redesign focusing on M-station.
Our challenge was to identify user pain points, translate them into user-centered improvements aligned with business goals, and propose a roadmap for redesign focusing on M-station.
For me, this was also a personal milestone: my first time leading workshops in unfamiliar domains like bill payments and parking. It tested not only my design skills but also my critical thinking, adaptability, and confidence as a facilitator.
For me, this was also a personal milestone: my first time leading workshops in unfamiliar domains like bill payments and parking. It tested not only my design skills but also my critical thinking, adaptability, and confidence as a facilitator.
Our Solutions
Our Solutions
A smoother, more intuitive bill paying experience - helping users pay bills on time, find what they need quickly, and manage their account with confidence.
A smoother, more intuitive bill paying experience - helping users pay bills on time, find what they need quickly, and manage their account with confidence.
Read on to learn how we tackled the brief.
Read on to learn how we tackled the brief.
The Design Process
The Design Process
With only three weeks and two apps, we couldn’t follow a neat, step-by-step process. Instead, we worked in loops — shifting between research, ideation, and synthesis while co-creating solutions with AXS stakeholders.
With only three weeks and two apps, we couldn’t follow a neat, step-by-step process. Instead, we worked in loops — shifting between research, ideation, and synthesis while co-creating solutions with AXS stakeholders.
DISCOVER
DISCOVER
DISCOVER
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.
Secondary research, content audit, interviews, and usability tests revealed friction in navigation, account setup, and feature awareness.
IDEATION
IDEATION
IDEATION
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.
Facilitated a Design Studio (M-Station) and Feature Prioritization workshop (Drive) with 20+ stakeholders.
DEFINE
DEFINE
DEFINE
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.
Synthesized findings into personas, journey maps, and “How Might We” statements to frame opportunities.
DELIVER
DELIVER
DELIVER
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.
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 began with secondary research and a content audit to map M-Station’s key flows and spot usability gaps. To validate assumptions, we conducted interviews and usability testing with 15 participants (existing and new users, aged 25–45). Below are the main findings.
We began with secondary research and a content audit to map M-Station’s key flows and spot usability gaps. To validate assumptions, we conducted interviews and usability testing with 15 participants (existing and new users, aged 25–45). Below are the main findings.
Low awareness
83% of non-users had never heard of M-Station; most existing users thought it was only for fines or bills.
83% of non-users had never heard of M-Station; most existing users thought it was only for fines or bills.
Discovery issues
Users struggled to find billers like Singtel and often missed the search bar. “My Favourites” was usually found by accident.
Users struggled to find billers like Singtel and often missed the search bar. “My Favourites” was usually found by accident.
Unclear account setup
Few realized the passcode was device-specific, leading to lost history when switching phones.
Few realized the passcode was device-specific, leading to lost history when switching phones.
Missed opportunities
Users wanted reminders and valued an all-in-one hub, but didn’t realize M-Station already offered both.
Users wanted reminders and valued an all-in-one hub, but didn’t realize M-Station already offered both.
ideation - workshops
Co-creating solutions
with AXS
Co-creating solutions with AXS
With clear insights, we moved into co-creation. As ideation lead, I scoped the workshops, selected formats, and balanced user needs with business priorities under tight timelines.
With clear insights, we moved into co-creation. As ideation lead, I scoped the workshops, selected formats, and balanced user needs with business priorities under tight timelines.
Design Studio - AXS M-station (1 hr)
Design Studio - AXS M-station (1 hr)
To reimagine M-Station’s homepage, we facilitated a Design Studio workshop with 20 stakeholders. The format encouraged both individual idea generation and group collaboration, ensuring every voice was heard.
To reimagine M-Station’s homepage, we facilitated a Design Studio workshop with 20 stakeholders. The format encouraged both individual idea generation and group collaboration, ensuring every voice was heard.
Idea Generation – Participants sketched solutions individually to spark diverse ideas.
Idea Generation – Participants sketched solutions individually to spark diverse ideas.
Collaboration – Groups combined and refined concepts, guided by teammates.
Collaboration – Groups combined and refined concepts, guided by teammates.
Voting & Outcome – Everyone voted (not on their own ideas), surfacing the strongest redesign.
Voting & Outcome – Everyone voted (not on their own ideas), surfacing the strongest redesign.
Impact-Effort Mapping - AXS Drive (30 mins)
Impact-Effort Mapping - AXS Drive (30 mins)
For AXS Drive, a newer app, we needed to prioritise ambitious features within realistic constraints. We ran an Impact–Effort mapping session to guide the discussion.
For AXS Drive, a newer app, we needed to prioritise ambitious features within realistic constraints. We ran an Impact–Effort mapping session to guide the discussion.
Idea Presentation – We introduced 14 potential ideas to the group.
Idea Presentation – We introduced 14 potential ideas to the group.
Discussion – We directed the discussion while stakeholders debated impact and feasibility.
Discussion – We directed the discussion while stakeholders debated impact and feasibility.
Alignment – Ideas were placed on the map, giving us a clear, agreed roadmap.
Alignment – Ideas were placed on the map, giving us a clear, agreed roadmap.
Workshop Takeaways
Workshop Takeaways
Preparation helps, but live facilitation is the real teacher — no amount of reading or practice matched the learning that came from being in the room.
Preparation helps, but live facilitation is the real teacher — no amount of reading or practice matched the learning that came from being in the room.
Collaboration is everything — my teammates and instructors provided critical support, and I learned to lean on others’ strengths while guiding the process.
Collaboration is everything — my teammates and instructors provided critical support, and I learned to lean on others’ strengths while guiding the process.
Growth in confidence — managing a large group in an unfamiliar domain pushed me outside my comfort zone and sharpened my adaptability and communication.
Growth in confidence — managing a large group in an unfamiliar domain pushed me outside my comfort zone and sharpened my adaptability and communication.
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 sharpened our understanding of recurring user pain points. Together with our research, this helped us frame four clear How Might We (HMW) questions:
The Design Studio and Feature Prioritization workshops not only generated ideas but also sharpened our understanding of recurring user pain points. Together with our research, this 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 make features more visible so users can discover and use them easily?
HMW make features more visible so users can discover and use them easily?
Users learn by accident
Users learn by accident
HMW guide new users to key features without relying on trial and error?
HMW guide new users to key features without relying on trial and error?
Passcode is confusing
Passcode is confusing
HMW help users understand the purpose of the passcode and its benefits?
HMW help users understand the purpose of the passcode and its benefits?
No personal touch
No personal touch
HMW personalize the app so reminders and favourites reflect user preferences?
HMW personalize the app so reminders and favourites reflect user preferences?
Meet Bryan
39 · Office Executive · Moderate to High Digital Literacy
"I just want one app to save my bills and remind me before they’re due."
"I just want one app to save my bills and remind me before they’re due."
A busy professional who values convenience but struggles with friction in digital payments.
Meet Bryan
A busy professional who values convenience but struggles with friction in digital payments.
39 · Office Executive · Moderate to High Digital Literacy
"I just want one app to save my bills and remind me before they’re due."
Goals
Goals
Wants to easily find billers, avoid late payments with reminders, retain history across devices, and manage favourites on his own terms.
Wants to easily find billers, avoid late payments with reminders, retain history across devices, and manage favourites on his own terms.
Behaviors
Behaviors
Relies on apps daily, uses reminders to stay organized, and prefers quick access with personalization over complex menus.
Relies on apps daily, uses reminders to stay organized, and prefers quick access with personalization over complex menus.
Pain Points
Pain Points
Struggles to locate billers, risks missed payments due to unclear reminders, feels confused by the passcode, and unsure if favourites are set up correctly.
Struggles to locate billers, risks missed payments due to unclear reminders, feels confused by the passcode, and unsure if favourites are set up correctly.
DELIVER - Before & after
UX Solutions
UX Solutions
With Bryan’s needs in mind and recurring pain points validated through research, we translated our findings into six high-fidelity prototypes. Each solution was designed to remove friction at key moments in the payment journey — from onboarding and discoverability to reminders and history tracking — aiming to make bill payments feel effortless, intuitive, and reliable.
With Bryan’s needs in mind and recurring pain points validated through research, we translated our findings into six high-fidelity prototypes. Each solution was designed to remove friction at key moments in the payment journey — from onboarding and discoverability to reminders and history tracking — aiming to make bill payments feel effortless, intuitive, and reliable.
01 NEW SIGN UP
01 NEW SIGN UP
Clear onboarding to build trust and explain security.
Clear onboarding to build trust and explain security.
Before
Before
The skip button sped things up but sacrificed clarity — 73% of users showed low awareness of the passcode’s purpose and importance
The skip button sped things up but sacrificed clarity — 73% of users showed low awareness of the passcode’s purpose and importance
After
After
Mandatory sign-up now explains each step, balancing trust, security, and convenience with optional Face ID.
Mandatory sign-up now explains each step, balancing trust, security, and convenience with optional Face ID.
02 PERSONALISATION
02 PERSONALISATION
Customised homepage surfacing key features and recent payments.
Customised homepage surfacing key features and recent payments.
Before
Before
The homepage lacked hierarchy — 80% struggled to find billers, while “My Favourites” was often accidental.
After (prototype demo)
After (prototype demo)
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.
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.
03 SAVED FEATURE
03 SAVED FEATURE
User-controlled saving with flexible organisation.
User-controlled saving with flexible organisation.
Before
Before
“My Favourites” auto-saved bills after transactions. While useful, it wasn’t intuitive — many users misunderstood its purpose or never found it.
“My Favourites” auto-saved bills after transactions. While useful, it wasn’t intuitive — many users misunderstood its purpose or never found it.
After
After
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
Hidden in menus — 40% of existing users didn’t know reminders existed.
After (prototype demo)
After (prototype demo)
Reminders are visible on the homepage, customisable by frequency, and viewable in list or calendar format.
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% struggled to find specific billers like Singtel.
Billers were inconsistently grouped — 87% struggled to find specific billers like Singtel.
After (prototype demo)
After (prototype demo)
We restructured the bill categories using insights from a card-sorting study, making the Pay Bills screen clearer and more intuitive. Billers are now grouped logically, while Saved, Reminders, and History are integrated into the flow for smoother navigation and quicker access.
We restructured the bill categories using insights from a card-sorting study, making the Pay Bills screen clearer and more intuitive. Billers are now grouped logically, while Saved, Reminders, and History are integrated into the flow for smoother navigation and quicker access.
06 HISTORY PAGE
06 HISTORY PAGE
Show past, pending and completed payments in one place
Show past, pending and completed payments in one place
Before
Before
Only successful transactions were shown; users lacked visibility of unpaid or failed bills.
Only successful transactions were shown; users lacked visibility of unpaid or failed bills.
After
After (prototype demo)
A centralised dashboard tracks all payments — completed, pending, or missed — reducing uncertainty.
A centralised dashboard tracks all payments — completed, pending, or missed — reducing uncertainty.
Reflection & Takeaways
Reflection & Takeaways
This project reinforced that UX is rarely linear — it requires adapting to time constraints, evolving insights, and balancing both user and business needs. If given more time, I would have explored bill-paying behaviors more broadly before diving into product-specific research, to better ground our solutions.
This project reinforced that UX is rarely linear — it requires adapting to time constraints, evolving insights, and balancing both user and business needs. If given more time, I would have explored bill-paying behaviors more broadly before diving into product-specific research, to better ground our solutions.
Most importantly, I learned that great design isn’t just about pixels, but about clear communication, collaboration, and facilitation. Leading workshops in an unfamiliar domain pushed me outside my comfort zone, sharpened my adaptability, and became one of my proudest growth moments as a designer.
Most importantly, I learned that great design isn’t just about pixels, but about clear communication, collaboration, and facilitation. Leading workshops in an unfamiliar domain pushed me outside my comfort zone, sharpened my adaptability, and became one of my proudest growth moments as a designer.
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