Bajaj Pay | Fintech at Scale — Senior UX Case Study

The Business Problem

Managing the Invisible Global Engine.

WSP manages massive infrastructure, engineering, advisory, and ESG programs worldwide—thousands of stakeholders, multi-region delivery, and tight compliance dependencies. But for executives, visibility was a fragmented mess of Excel, legacy PMIS, and email chains.

The Stakes

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Missed milestones costing millions in contractual penalties.
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Resource overload leading to talent burnout and turnover.

The North Star

Create a Single Pane of Glass that delivers confidence, speed, and proactivity at every level—from individual PMs to Global ESG Sponsors.

"We don't need more data. We need momentum."

The Comprehension Gap

"I still have to call my PM to understand what's actually happening despite having 150 project views."

The system optimized for completeness. But humans operate on comprehension. This project moved beyond interface improvement into designing software that helps organizations understand themselves.

User Sentiment

"From a functional perspective, nothing was missing. From a human perspective, everything was overwhelming."

The Core Paradox "We have more data than ever, yet we understand less than before."

Operational Dashboard showing the 'Data Density Paradox'

Visual Symptom Identified

High-density cards prioritize Existence over Importance. Every metric is screaming for attention simultaneously, leading to immediate executive paralysis.

02 Problem Phase

The Cost of Invisibility.

"Fragmented data isn't just a nuisance—it's a risk. Delayed surfacing of budget drift and resource over-allocation costs millions in missed milestones."

Legacy PMO workflows suffered from Analytical Inertia. While data existed, the manual effort required to synthesize it meant that by the time a report reached an executive, the "truth" was already 10 days old.

03 Discovery Insights

Living in the Context of Pressure.

Analytical Latency.

PMs spent 16+ hours/week manually exporting data into PowerPoints.

Invisible Overload.

Resource managers had no early warning for talent burnout or skill gaps.

Legacy Inertia.

By the time a report reached an exec, the "truth" was already 10 days old.

Decision Anxiety.

Data fragmentation led to "Analysis Paralysis" during high-stakes reviews.

04 Personas

Designing for Diverse Intent.

Transforming financial services requires moving from paper-heavy processes to high-velocity digital decisioning for every stakeholder.

// PERSONA_01_OFFICER

Loan Officer

Arjun Mehta

High-velocity customer onboarding

🤝

// VERBATIM_INPUT

"Chasing documents and checking eligibility manually is why customers lose interest and switch."

Mental Model

I should be able to give a preliminary quote in minutes, not hours of cross-referencing paper data.

Anxiety Vector

If this application stays in 'Pending' for another business day, the customer is definitely churned.

// DESIGN_INTERVENTION

Instant Eligibility Engine with integrated OCR for real-time document verification.

// PERSONA_02_RISK

Risk Analyst

Priya Sharma

Fraud detection and risk mitigation

🛡️

// VERBATIM_INPUT

"Identifying fraud is mostly reactive; we see the loss after the transaction is already gone."

Mental Model

We need to move from 'Detection' to 'Prevention' using real-time behavioral telemetry.

Anxiety Vector

Is our credit scoring engine too conservative or too loose for the current market volatility?

// DESIGN_INTERVENTION

AI-driven Risk Scoring Dashboard with real-time anomaly alerts and predictive modeling.

// PERSONA_03_REGIONAL

Regional Manager

Rahul Verma

Performance steward @ 20+ Branches

📈

// VERBATIM_INPUT

"I need to see which branches are struggling with conversion without digging through reports."

Mental Model

Performance visibility across territories is fragmented and far too slow for active steering.

Anxiety Vector

Are we meeting quarterly disbursement targets, or is the market hitting a slump?

// DESIGN_INTERVENTION

Aggregated territory HUD with interactive drill-downs and real-time trend forecasting.

// PERSONA_04_SUPPORT

Customer Support

Maya Iyer

Application health and query lead

📞

// VERBATIM_INPUT

"Customers are angry because I can't see their application status in real-time. I'm as blind as they are."

Mental Model

The 'Processed' stage is a black box. Agents need transparency to manage customer emotions.

Anxiety Vector

I hate telling someone 'it's in progress' when I know they've been waiting for weeks with no info.

// DESIGN_INTERVENTION

Unified Customer 360 View with live journey tracking and automated delay notifications.

05 Principles

Principles & Logic.

Digitizing financial services requires a balance between ultra-low application friction and rigorous regulatory governance.

// VELOCITY_RAILS_01

01 Decision Velocity

Verification: <2 min.

Reducing verification latency from days to minutes using automated credit rails and real-time KYC ingestion. High-velocity decisioning is the primary engine of customer retention.

Verification Target <120s Onboarding

Drop-off Rate -28% Friction

// COMPLIANCE_CORE

02 Governed Guardrails

Standards: RBI 1:1.

Integrated compliance-as-code ensures every lending decision meets regulatory standards without manual intervention. Audit trails are generated dynamically for every transaction.

Audit Accuracy 100% Automated

Policy Sync Real-Time

// EMPATHY_V7

03 Empathy Logic

Customer 360 View.

Surfacing deep customer context to agents prevents intentional friction. By visualizing the customer's journey and application health, we empower support teams to manage emotions with data.

Agent Sentiment +42% Trust

Resolution Sub-5min Avg.

// FIN_STRETCH

04 Capital Throughput

Disbursement: ₹500Cr.

The platform manages massive liquidity cycles with 99.8% uptime. Standardized API connectors to bank-aa and NPCI rails ensure that capital moves as fast as the design intends.

Monthly CapEx ₹500Cr+ Rail

System Reliability 99.8% Uptime

06 Solution

Foundations of Trust.

To ensure global consistency across 450+ projects, I built a scalable design language specifically tailored for high-density enterprise data and executive glancing behavior.

01 Semantic Tokens

Success

Warning

Critical

Info / AI

02 Typography Hierarchy

Display X-Large

Heading Medium / Section Title

System Mono: JetBrains Mono v2.3

03 Component Spotlight: wsp-status-pill

A look at the granular logic governing a single primitive. Our status system uses Visual Gravity—scaling intensity and mass based on risk urgency.

1. Semantic Variants

On Track // Success

At Risk // Warning

Critical // Pulse_Active

Investigating // Info

2. Morphology (Sizes)

Size LG Size MD Size SM Size XS

3. Responsive Density

Comfortable

Dense (Table)

// CONTRAST_CHECK

Automated token enforcement ensures 4.5:1 ratio across all variants.

Systemic Clarity & Screens.

Design decisions centered on Action over Information. I developed high-fidelity surfaces that guide the user toward critical interventions using visual hierarchy as a primary tool.

01 | Glanceable Truth

Critical metrics are anchored in the primary eye-path, ensuring health assessment in <5 seconds.

02 | Tactical Precision

Information density scales according to the user's current intent, from brief summaries to deep-dives.

Agentic_Reasoning_Engine_v4.2

"The Infrastructure portfolio is at risk due to Skill Concentration."

Reasoning Visibility

Direct link to 240+ global resource nodes showing a 70% probability of delay if Riyadh resources are not re-allocated.

Actionable Recommendation

Re-allocate 2 specialized senior engineers from Project 'Alpha' to cover the 3-week Riyadh gap by Friday.

✓ System Dos

• Pair with avatar or icon on left for resource rows.
• Use LG Variant in project hero for immediate glanceability.
• Enforce 4.5:1 contrast via automated token mapping.

✕ System Don'ts

• Never stack >3 pills side-by-side in mobile views.
• Avoid using Critical Pill for non-actionable states.
• Do not override semantic tints for "branded" aesthetic.

WCAG 2.2 AA+

ARIA-LABEL COMPLIANT

// SYSTEM_HEARTBEAT_STABLE

Measurable Success.

-73%

Time to Insight

78%

Daily Adoption

60%

Escalation Speed

Confidence

Reduced "Wait-and-See" culture by providing real-time health indicators.

Speed

Eliminated 2-week reporting cycles with live dashboard availability.

Adoption

Active daily use across 450+ projects within the first 6 months.

Scale

Unified fragmented portfolios into a single global operational view.

Calm under pressure.

I learned that WSP PM isn’t just software—it’s the nervous system for global delivery. By building trust through transparency, we transformed how a global organization understands itself.

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