Step 1 · Home
Announce instant withdrawal
A tooltip tells users Instant Cash Withdrawal is now available, so they discover it without hunting.
Case study · POEMS Mobile
Cash withdrawal you can trust the timing of
Redesigning how POEMS users move money from their investment account (RDI) to their bank, adding instant withdrawal and making every step's status clear.
Where the money goes
Cash withdrawal lets a user move funds from their RDI (investment account) to their personal bank account. Before the redesign, when the money arrived depended on what time the request was made.
< Rp10,000,000
The size of most withdrawal requests. These are small, low-risk transactions.
10:00 WIB
The cutoff. Requests before it settle the same day. Requests after it settle the next day or the day after.
Users couldn't tell when their money would arrive
How might we Help users withdraw cash with full confidence in when it will arrive and what it will cost, while introducing a faster settlement option with minimal decision friction?
Goals
- G1Make same-day and instant cash withdrawal possible.
- G2Give the withdrawal screens clear information about each request's status.
Tools
Figma: design draftsFigma Make: interactive prototypeChatGPT & Claude: design review and UX writing
Auditing the old flow
I walked through the existing seven-screen flow, from the account menu to withdrawal history.
Heuristic evaluation
I scored the flow against Nielsen Norman's 10 usability heuristics. It turned up 12 issues across 8 of them.
5 major5 medium2 minor
| # | Heuristic | Finding | Severity |
|---|---|---|---|
| 1 | Visibility of system status | "Effective Date (Est.)" shows "Not Available" before an amount is entered. | Major |
| No step or progress indicator, so users can't tell how many steps remain. | Medium | ||
| The submit button is active before any amount is entered. It should stay disabled until there is an amount. | Major | ||
| 2 | Match between system & real world | No issues found | |
| 3 | User control & freedom | The confirmation screen offers "NO" and "YES", but it's unclear whether "NO" returns to an editable form. | Major |
| 4 | Consistency & standards | The four "Withdrawal Amount" rows are clickable quick-select buttons, but they look like plain white text. | Minor |
| "No" and "Yes" are uncommon button labels. Financial apps usually use "Cancel" and "Confirm". | Medium | ||
| The amount on the confirmation page is red, which the design system reserves for warnings and losses. | Minor | ||
| 5 | Error prevention | Users can enter more than the withdrawable amount and still press the button. The warning only appears afterwards. | Major |
| 6 | Recognition rather than recall | Trading equity and portfolio values sit below the input, so the numeric keypad covers them. | Medium |
| 7 | Flexibility & efficiency | No instant warning. Users have to take an extra action before an alert appears. | Major |
| 8 | Aesthetic & minimalist design | No issues found | |
| 9 | Recognize, diagnose & recover from errors | The empty state says there's no history but not what to do. History is filtered by month, so a request made on the last day of a month disappears on the 1st. | Medium |
| 10 | Help & documentation | No info icons to explain the terms used on the withdrawal pages. | Medium |
Benchmarking
Before designing, I compared how other investment and banking apps handle withdrawals.
What POEMS could improve
- Competitors give instant feedback when the amount is wrong. POEMS only showed an alert after the user pressed the button.
- POEMS already had quick buttons to withdraw everything, or the T+1 or T+2 amounts, but they went unnoticed in plain white text.
Constraints
- Keep the existing account and transaction data model, so no backend rework.
- Keep color reserved for clickable components.
The redesigned flow
Step 2 · Form
Enter an amount
The text field states the minimum withdrawal amount up front.
Fixes #10
Step 2 · Quick select
Tap a balance to fill the amount
Each balance row (Instant, T+0, T+1, T+2) is now a visible button that fills in the amount.
Fixes #4Fixes #6
Step 2 · Validation
Catch errors as you type
An inline error message and a disabled button stop users from submitting an invalid amount.
Fixes #1Fixes #5Fixes #7
Step 3 · Confirm
Review before sending
After choosing the amount and destination account (for users with more than one), a confirmation sheet shows the amount, bank charges, effective date and both accounts.
Fixes #3Fixes #4
Step 4 · Submitted
Confirm the request was received
A clear success state, with a note that a notification will follow when the transfer completes.
Step 5 · History
See every request's status
History shows each withdrawal with its status, to cut questions to customer service about where money is.
Fixes #9
Step 5 · Detail
Track progress step by step
A Received, Verified, Transferred timeline lets users check progress themselves instead of contacting customer service.
Fixes #1
What we know so far
No formal usability metrics were collected after launch. The signal so far is that no complaints about cash withdrawal have been reported since launch, from users or from internal stakeholders.
A quiet inbox isn't proof.No complaints doesn't confirm the new flow is fully effective. It still needs proper validation.
What I'd do differently
Visual consistency
The dark purple theme fixed the immediate usability problems, but it drifted from the rest of the app and reads like a different product mid-flow. Next time I'd raise it as a design system conversation before shipping a locally optimized screen, even on a tight timeline, so it doesn't have to be retrofitted later.
Research documentation
I'd document the specific competitor screens and patterns I referenced during ideation, along with the user flow sketches I usually do on paper.
Next steps
Run in-depth research on the revamp's impact, and add metrics that show how well it helps users.
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