Enhancing Efficiency, Usability, and Modernisation

The Authorisation and Clearing Management System (ACMS) is a critical backend dashboard used by Santander in the UK, Spain, and Mexico to process Mastercard, Visa, and LINK card transactions. This system plays a pivotal role in monitoring every transaction and user behaviour, ensuring the integrity and security of corporate banking operations.

However, the legacy outdated system was originally developed in the early 1990s, which was outdated, inefficient, and overly complex. In cases of declined transactions, call centre employees faced significant challenges retrieving and interpreting customer data. The cluttered interface and excessive details resulted in an average resolution time of 15–20 minutes per query, with new employees requiring substantial training to navigate the system effectively.

User-Centred Design Approach

As part of the digital transformation initiative, I led the complete design lifecycle of ACMS, ensuring a seamless, efficient, and modernised experience. My approach included:

• User Research & Stakeholder Engagement: Conducted user interviews with call centre employees to identify pain points and collaborated with Mastercard and Visa authorities to understand compliance requirements. Regular interactions with stakeholders helped align business needs with user expectations.
• User Journey Optimisation: Simplified user flows by restructuring the way information was presented, making it more intuitive and actionable.
• Lo-Fidelity & Hi-Fidelity Design: Developed wireframes, A/B tested prototypes, and high-fidelity mockups, Ensuring the implementation of optimal design choices while maintaining strict adherence to the bank’s design guidelines.
• Component Library Updates: Enhanced Santander’s design component libraries to maintain consistency across platforms.

Key Design Improvements

Several impactful enhancements were introduced to ACMS, including:

• Streamlined Information Architecture: Segmented Master, Visa, and LINK card data to eliminate information overload.
• Advanced Search Capabilities: Implemented a keyword-based search engine for faster data retrieval.
• Enhanced Visual Cues: Introduced colour-coded success, error, caution, and blocker indicators for improved clarity.
• Intuitive Iconography & Modal System: Developed an icon-based status system and modal windows for seamless interaction with hidden information.
• User-Centric Messaging: Refined language tone and copy length to streamline communication.
• Multitasking & Bulk Processing: Enabled efficient bulk and multi-task handling.
• Multi-Language Support: Introduced language translation features for multilingual usability.
• Glossary & Learning Resources: Added an in-dashboard glossary to assist employees with industry terminology.

Measurable Impact

I successfully gained stakeholder approval and collaborated closely with engineers to implement these changes. The transformed ACMS is now positioned to deliver a vastly improved user experience, reducing response times, increasing operational efficiency, and enhancing customer retention for Santander’s banking services.

This project highlights how strategic UX/UI interventions can modernise legacy systems, ensuring banking solutions remain scalable, intuitive, and fit for modern digital ecosystems.

Tools Used

Mockups & Guidance

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