Fiserv Vision Next

Overview

Vision Next is Fiserv’s next-generation card issuing and payment processing platform — built from scratch, cloud-native and API-first. It replaces older batch-processing systems with real-time, event-driven processing, and manages credit, debit, prepaid, commercial cards, buy-now-pay-later and loans on a single platform. It’s designed for banks and credit unions moving off legacy systems, and for fintechs that need to launch quickly and scale.

Vision Next is made up of several applications used by different types of agents — such as Customer Service, Back Office and Product Configuration. Through Globant, I design the end-to-end experience of the Customer Service Management (CSM) application: the tool support agents use to handle live customer interactions, as the platform scales from internal build to its first global clients, in multiple languages and countries.

The Design Challenge

A next-generation platform raises the bar for the people operating it:

• Real-time, data-dense information. With event-driven processing, account and transaction data changes as the agent is talking to the customer. The interface has to make complex, live information scannable under time pressure.
• Many products, one tool. Agents may handle different card types and financial products in the same shift, so patterns must stay consistent across very different cases.
• Built for global scale. The application is architected for multiple languages and countries from day one, which shapes everything from layout to content.
• Replacing familiar legacy tools. Institutions move from systems their agents have used for years — the new experience has to feel clearly better, not just new.

My Role

• Facilitate design thinking sessions with business analysts and product owners to surface deeper insight into features and their user journeys.
• Translate operational requirements into structured, scalable UI patterns that hold up across a large, growing platform.
• Work directly with engineers to validate feasibility against the platform’s underlying APIs before designs are finalized.
• Own consistent implementation of the design system across the application, and propose new components through its governance process where gaps exist.
• Introduced interactive coded prototypes alongside Figma to shorten alignment cycles, and support product owners outside my own team with prototypes and journey definition.