04 · Accenture Song · 2019–20
KrungThai Banking App
I designed critical banking flows used by 3M+ customers, turning complex requirements into build-ready, trustworthy experiences.
Overview
Making high-stakes mobile banking feel clear and trustworthy.
I joined a five-person design team delivering a new mobile experience for Krung Thai Bank, a large state-owned bank in Thailand. My focus was turning complex business and technical requirements into understandable interactions for notifications and cross-border QR payments.
30+ product functionalities
800+ screens across the design team
Three-month delivery
As an Interaction Designer, I owned key flows within two epics, challenged requirements with business analysts, aligned patterns with the visual designer, and worked with product and engineering through build and release.
Programme figures describe the wider team’s delivery. They are included to show the operating context, not as individual output.
- 01 · Align
Gather requirements
Workshops with business analysts clarified goals, rules, and constraints.
- 02 · Translate
Map the flow
Requirements became an end-to-end interaction model using existing design-language patterns.
- 03 · Review
Walk through together
Stakeholders reviewed the logic and screens against business and customer needs.
- 04 · Refine
Revise the experience
Feedback was resolved through focused interaction and content iterations.
- 05 · Align
Design review
Internal and client design teams checked consistency, quality, and intent.
- 06 · Refine
Incorporate review
Agreed changes were applied and the flow was prepared for final validation.
- 07 · Validate
Final walkthrough
Product and business stakeholders confirmed the complete journey.
- 08 · Clarify
Finalise content
Copy and visual details were resolved across both Thai and English.
- 09 · Assure
Peer and pixel review
A final quality pass checked design-system use and screen-level consistency.
- 10 · Handoff
Prepare for build
Build-ready screens, specifications, and assets were handed to engineering.
Review and refinement stayed active until the flow was clear enough to build.
The challenge
Simplicity could not come at the cost of certainty.
Banking customers needed fast, familiar journeys while still understanding what was happening to their money. The design had to make transaction status, currencies, exchange rates, and next actions unambiguous across Thai and English.
How might we support everyday banking needs without compromising transparency and security?
Make trust visible
Show consequential information at the point of decision.
Design the rules
Create reusable patterns instead of isolated screens.
Test comprehension
Check that meaning survives across language and context.
01 · Notification system
From one-off messages to a reusable communication pattern.
The inbox needed to support approvals, status updates, promotions, service notices, and empty states. I reused established design-language components, defined the key content and action states, and documented a flexible template for future teams.
Separate structure from message content.
A shared anatomy covered status, reference, information fields, message body, image, and optional actions. This allowed different teams to create consistent notifications without redesigning each scenario.
02 · Cross-border QR payments
Designing confidence into a multi-currency payment.
A customer scanning a merchant QR code abroad must understand both the local purchase amount and the amount leaving their Thai account. I structured the journey around that moment of comparison, while keeping the source account, merchant, exchange rate, and transaction limit available before confirmation.
Put the decision-critical numbers together.
The foreign-currency amount and Thai-baht conversion were treated as a pair. Supporting details stayed close enough to verify the transaction without competing with the amount customers needed to enter.
Validation
Testing comprehension in Bangkok.
We tested the cross-border flow with customers at the bank’s headquarters. Sessions ran across Thai and English, so the team also had to distinguish interaction problems from translation issues. I synthesised the observations into recommendations and carried them into the next iteration.
Customers first looked for the amount they were paying. Exchange-rate information mattered, but it needed to support that primary task rather than interrupt it.
Conversion details competed with the amount and made the confirmation harder to scan.
The revised hierarchy made the payment amount easier to locate and separated the final total more clearly.
Outcome & reflection
Shipping inside a system much larger than any single flow.
The work shipped as part of a mobile banking platform serving more than three million users. My contribution helped establish reusable notification patterns and improved the clarity of a critical cross-border payment journey.
What the project taught me
Good interaction design often happens between disciplines. The strongest decisions came from working through business rules, technical constraints, content, and visual consistency together.
What I would do differently today
I would establish the research plan earlier, define success measures before delivery, and validate the end-to-end journey continuously instead of concentrating testing near the end.