2021 - 2023
Verse
Verse was a peer-to-peer (P2P) payments app acquired by Block, the parent company of Cash App, to strengthen its presence in the European payments market. While Cash App is mainly used in the US and UK, Verse was designed for seamless money transfers across Europe.
During my time there, I had the opportunity to participate in multiple projects collaborating with the Product team, contributing to the improvement of UX.
Main achievements 💪
🔶 Creation of a Reputation Management Strategy.
🔶 Creation of a clear and detailed reporting process.
🔶 Reduce customer tickets by improving UX in the app.
App Reviews ⭐
Challenge
- Lack of alignment among departments.
- Lack of clear objectives and OKR.
- Lack of quality review process.
- Lack of a robust reporting process.
- Lack of process documentation.
- Lack of efficiency (responses made from the
App/Play Stores and Trustpilot directly).
Define & Ideation
- Creation of a clear and robust process.
- Craft a voice guideline based on Verse's ToV.
- Design the first draft of the reporting process by
building a tagging structure. - Share a report with the Product and Marketing
teams. - Define rating conversion OKR.
- Implement 1 tool integration to respond reviews
from Zendesk.
Outcome
- Increase the rating.
- Improve brand reputation.
- Anlyze feedback from review (VoC).
Error & Improvements ⚡
Challenge
Identify most frequent errors in order to:
● Reduce customer tickets.
● Improve user experience.
● Reduce cost.
User Research 🔎
Challenge
- Collaborate with the product team on the redesign
of the Verse website. - Test the new website to see if at a glance users can
figure out what it is all about. - The goal was to showcase the product and its
unique features while avoiding a traditional
bank-like appearance and attract more organic
users.
Define & Ideation
Research methods applied:
• 1 x 10 5-seconds Usability Testing with design 1.
• 1 x 20 Preference Testing between design 1 and 2.
• Business and competitive research.
In the 5-second test, we asked "What is the design you
have seen?", "What especially caught your attention?"
A few more things I wrote
After completing an intensive UX Writing course, I started applying its principles to my daily work: Clear, concise, useful, and human.
Good UX writing isn’t just for apps or websites — it makes every message more user-friendly and impactful, helping to build trust and drive action.
"Accessibility is usability." — Sarah Richards
Clearer Rent Support Information
User Persona
