Overview

MoCaFi (Mobility Capital Finance) is a fintech company that provides digital platforms designed to foster financial inclusion, specifically for underbanked communities and underserved groups. They partnered with BNY in early 2025 to revamp the US Treasury’s Direct Express program.

I worked as the sole designer for the call center portal, streamlining call center agent workflows by consolidating 3 legacy systems. Minimized manual tasks, and delivering transparent performance metrics within a span of 7 months.

Challenge

Direct Express is a prepaid debit card program established by the U.S. Department of the Treasury’s Bureau of the Fiscal Service to deliver federal benefits (such as Social Security, SSI, VA, and others) to the American unbanked population.

Key issues:

• Delayed case handling — Every day, over 500 call center agents are bogged down by 3 outdated benefits enrollment systems. They need to manually enter data while fielding an average of over 20k customer calls and spending more than 45 minutes per case.

• Lack of transparency and metrics — There were no transparent enrollment and performance data displayed, interpreted or contextualized.

• Legacy frameworks— The platform was stuck in legacy frameworks that needed to be modernized to current web standards.

2 personas who use the platform

"The main goal of the enrollment portal is to reduce call times and manage benefit enrollments in a single portal."

-Fola Fadairo (Product Manager)

Key activities

1. Audit

Research revealed that call center agents have to use three disjointed legacy applications to complete enrollments. While on the phone, they had to switch between them to view Benefit Recipients, Rep payees and manage benefits. The agents also had to manually copy and paste data between applications. This led to decision fatigue from frequent context-switching, increased case handling time and scope for human error.

Audit of legacy workflows

2. User flows

Cross-functional collaboration with Product, Business and Engineering to align on ideal user flows by use cases and personas.

1. Auditing/ Searching for existing enrollments.

2. Creating a new enrollment over phone.

3. Adding or removing benefits to an existing enrollment.

4. Modifying enrollment roles and relationships.

5. System Administrators are allowed to manage access and view performance metrics across the team.

User flows and scenarios

3. Wireframes

Rapid , iterative wireframes were created in Figma to showcase the end-to-end experience to demonstrate key features and flows.

Approved wireframes showing new and existing user dashboards

4. High-fidelity design

Approved designs were crafted into high-fidelity screens using customized Material 3 components. The design system was aligned with Direct Express brand guidelines and would be consistent across web, mobile and enrollment portal.

Approved high-fidelity dashboard designs

5. Prototypes

End-to-end experiences presented to Product, Engineering and Business stakeholders for alignment and approvals before any development work began.

End-to-end prototype in Figma

6. Landing pages

I collaborated with the Content Writer to craft landing pages for the updated Direct Express program. Designs were iterated through ongoing feedback from Business, Product and Design.

Landing page redesigns with responsive layouts

7. Presentations

UX opportunities and high-fidelity designs were drafted into slide decks and presented with business stakeholders from MoCaFi, FRB of Dallas, Fiscal Service and BNY for reviews.

Presentation deck example

8. Component library

I collaborated with 2 other designers to build and review design system assets. I was involved in building out the alerts and table components that would be used across the mobile, desktop and enrollment portal experiences.

Figma components refactored from the Material Library

9. Annotations

Finalized designs included visual annotations for Engineering covering interactions, content guidelines, icons, alt text, and component notes. All designs were aligned with the Storybook components built by developers.

Table behavior documentation

Impact

• Unifying 3 legacy systems for over 500 call center agents.

• 83% reduction in time on task.

• 6x increase in enrollment speed by consolidating benefits enrollments.

• Unified design system with consistent visual identity.