Design Lead (Service & Product) – LSEG

The London Stock Exchange Group (LSEG) is a leading global financial markets infrastructure and data provider. With operations in over 70 countries, LSEG supports financial stability, transparency, and sustainable economic growth through its platforms, including capital markets, data and analytics, and post-trade services. Its trusted technology and global reach make it a key player in shaping the future of financial services worldwide.

Background

The London Stock Exchange Group (LSEG) sought to enhance its global cross-border payments platform with a focus on trust, security, and usability. As part of its broader financial infrastructure strategy, LSEG aimed to address growing user concerns about fraud, transparency, and the complexity of international transactions. The existing journey for users—including banks, payment service providers, and institutional clients—lacked clarity on transaction risks and often involved fragmented systems and poor visibility of payment statuses. A new solution was required to empower users with the confidence to make high-value global payments securely and with minimal friction.

Solution

Our approach was grounded in human-centered design, aiming to deliver the most desirable product for LSEG’s payment users. We began by conducting a series of collaborative workshops with key stakeholders, including:

Proto-persona creation sessions to align on core user types and needs
A competitive analysis workshop to benchmark against market leaders and identify opportunity areas
A customer journey mapping workshop to understand pain points across the end-to-end cross-border payment flow

Through this research and collaboration, we defined a clear product vision and designed a robust concept focused on user trust, transparency, and simplicity.

We developed three distinct user journeys, each with three variation concepts to explore how users interact with different validation processes:

Single Account Verification

– Enabling users to confirm account ownership and legitimacy in real-time

IBAN Validation

– Helping users validate international bank account details before initiating transactions

Batch Validation

– Supporting bulk verification of multiple payment instructions to reduce errors and risk at scale

Results

Our concept provided LSEG with a strong foundation to move into development with confidence. The work achieved:

Clear and validated direction

A clear and validated direction for a user-focused, trust-enabling payment navigator

Journey Variations

Three refined, tested, and stakeholder-aligned journey variations for each key use case

Modular, scalable, and adaptable solution

A product framework that is modular, scalable, and adaptable to different customer types and risk levels

Design workshops to get stakeholders buy in

Strong internal buy-in and alignment across teams, thanks to inclusive design workshops and strategic framing

The Trusted Payment Navigator concept positioned LSEG to deliver a next-generation payment tool that addresses user concerns around fraud, complexity, and reliability—while setting a new standard for intelligent cross-border payments.