Currency conversion
Customers weren't sure whether Wise would convert their money automatically when spending abroad.
“If I put USD in my wise card will it automatically convert it to BRL when I arrive in Brazil?”
WISE / FINANCIAL SERVICES / INTERNSHIP PROJECT
Making card information make sense.
Rethinking how new Wise cardholders learn what their cards can do.
Content DesignUX ResearchUsability Testing
Role
Content Design Intern
Industry
Fintech
Tools
Figma, FigJam, Figma Slides, Google Docs, Google Slides, UserTesting
Timeline
June–August 2025
01The project
Helping cardholders make sense of their cards.
During my summer internship at Wise, I worked on improving how customers learn about their Wise card. Support queries showed that people had questions about everything from currency conversion to ATM fees, even after receiving their cards.
I analysed customer queries, explored three iterations of the educational content and designed two homepage entry points. I then tested three page versions with 22 participants, using their responses to refine how the information was presented.
Project goalHelp new cardholders understand essential card features before they need to contact support.
02The problem
Customers had their cards. But did they know how to use them?
Customers were still contacting Wise about how their cards worked, particularly when spending abroad or withdrawing cash. I wanted to understand what was causing that confusion and how better content could help.
44%
of new card customers made a transaction within their first 30 days.
Understanding the Problem
I analysed card-related support queries to identify recurring questions and gaps in understanding. Three topics stood out, and they gave me a clearer picture of what the educational content needed to explain.
ATM withdrawals
Customers struggled to understand withdrawal allowances and when fees would apply.
“I want to withdraw some cash from my wise balance. I am in Canada withdrawing CAD. Can I use an atm? and are there any fees for under $350?”
Digital and physical cards
Some customers thought their digital and physical cards had separate balances.
“Please advise how to move the Euros from digital card to the physical card”
What This Meant for the Design
The right information needed to be easier to find and understand. These findings shaped what I prioritised in the guide: explaining automatic conversion, making ATM fees easier to interpret and clarifying how card balances work. I also needed to consider how customers would discover the information in the first place.
03Design exploration
Exploring how to make card information clearer.
With a clearer understanding of the questions customers were asking, I explored how to explain the answers and make the guide discoverable.
Refining the educational content
I worked through three iterations with feedback from other Wise content designers, refining the copy, structure and information hierarchy before usability testing.
Design critique
Getting the information down
The first draft brought together explanations of spending abroad, ATM withdrawals and essential card features.
Helping customers find the guide
I also explored two homepage entry points. Both led to the educational content, but introduced it differently.
How could I make the guide feel relevant to someone who had just received their card?
Homepage entry point
Ready to spend? Meet your Wise card
An action-oriented introduction designed around the immediate needs of a new cardholder.
04Usability testing
Testing what customers understood
I tested whether customers could apply what they'd learned to realistic card scenarios, not just whether they liked the content.
22Participants
3Page versions
How the content format shaped understanding
I compared three approaches to organising the guide and explaining card fees. The biggest difference was not just how much information people saw, but whether they could use it to answer real questions.
Tested Version
Detailed copy and fee table
A fuller guide paired explanations of card features with a structured ATM fee table, separating free allowances from the charges that applied afterwards.
What testing showed
6 of 8 participants correctly explained the ATM fees. All 8 understood the benefit of automatic currency conversion.
What I took forward
Version 1 was the strongest overall. Its fuller explanations and structured fee table helped participants understand the card's features without sacrificing clarity for brevity. Testing also highlighted opportunities to make fee calculations more concrete.
05Outcome
A clearer way to get started
The recommended experience combined a detailed educational guide with a structured explanation of ATM fees, informed by support-query analysis, design critiques and usability testing.
30%
improvement in comprehension
The revised card education content improved customer comprehension by 30%.
3
markets
The resulting card education experience was introduced across three markets.
05 / REFLECTION
Clearer isn't always shorter.
This project taught me that good content design isn't simply about using fewer words. It's about knowing which information matters, how to organise it and whether people can actually use it.
Testing also showed me why confidence and comprehension aren't the same thing. A customer can feel certain they've understood something and still struggle to apply it.
WISE / FINANCIAL SERVICES / INTERNSHIP PROJECT
Making card information make sense.
Rethinking how new Wise cardholders learn what their cards can do.
Content DesignUX ResearchUsability Testing
Role
Content Design Intern
Industry
Fintech
Tools
Figma, FigJam, Figma Slides, Google Docs, Google Slides, UserTesting
Timeline
June–August 2025
01The project
Helping cardholders make sense of their cards.
During my summer internship at Wise, I worked on improving how customers learn about their Wise card. Support queries showed that people had questions about everything from currency conversion to ATM fees, even after receiving their cards.
I analysed customer queries, explored three iterations of the educational content and designed two homepage entry points. I then tested three page versions with 22 participants, using their responses to refine how the information was presented.
Project goalHelp new cardholders understand essential card features before they need to contact support.
02The problem
Customers had their cards. But did they know how to use them?
Customers were still contacting Wise about how their cards worked, particularly when spending abroad or withdrawing cash. I wanted to understand what was causing that confusion and how better content could help.
44%
of new card customers made a transaction within their first 30 days.
Understanding the Problem
I analysed card-related support queries to identify recurring questions and gaps in understanding. Three topics stood out, and they gave me a clearer picture of what the educational content needed to explain.
Currency conversion
Customers weren't sure whether Wise would convert their money automatically when spending abroad.
“If I put USD in my wise card will it automatically convert it to BRL when I arrive in Brazil?”
ATM withdrawals
Customers struggled to understand withdrawal allowances and when fees would apply.
“I want to withdraw some cash from my wise balance. I am in Canada withdrawing CAD. Can I use an atm? and are there any fees for under $350?”
Digital and physical cards
Some customers thought their digital and physical cards had separate balances.
“Please advise how to move the Euros from digital card to the physical card”
What This Meant for the Design
The right information needed to be easier to find and understand. These findings shaped what I prioritised in the guide: explaining automatic conversion, making ATM fees easier to interpret and clarifying how card balances work. I also needed to consider how customers would discover the information in the first place.
03Design exploration
Exploring how to make card information clearer.
With a clearer understanding of the questions customers were asking, I explored how to explain the answers and make the guide discoverable.
Refining the educational content
I worked through three iterations with feedback from other Wise content designers, refining the copy, structure and information hierarchy before usability testing.
Design critique
Getting the information down
The first draft brought together explanations of spending abroad, ATM withdrawals and essential card features.
Helping customers find the guide
I also explored two homepage entry points. Both led to the educational content, but introduced it differently.
How could I make the guide feel relevant to someone who had just received their card?
Homepage entry point
Ready to spend? Meet your Wise card
An action-oriented introduction designed around the immediate needs of a new cardholder.
04Usability testing
Testing what customers understood
I tested whether customers could apply what they'd learned to realistic card scenarios, not just whether they liked the content.
22Participants
3Page versions
How the content format shaped understanding
I compared three approaches to organising the guide and explaining card fees. The biggest difference was not just how much information people saw, but whether they could use it to answer real questions.
Tested Version
Detailed copy and fee table
A fuller guide paired explanations of card features with a structured ATM fee table, separating free allowances from the charges that applied afterwards.
What testing showed
6 of 8 participants correctly explained the ATM fees. All 8 understood the benefit of automatic currency conversion.
What I took forward
Version 1 was the strongest overall. Its fuller explanations and structured fee table helped participants understand the card's features without sacrificing clarity for brevity. Testing also highlighted opportunities to make fee calculations more concrete.
05Outcome
A clearer way to get started
The recommended experience combined a detailed educational guide with a structured explanation of ATM fees, informed by support-query analysis, design critiques and usability testing.
30%
improvement in comprehension
The revised card education content improved customer comprehension by 30%.
3
markets
The resulting card education experience was introduced across three markets.
05 / REFLECTION
Clearer isn't always shorter.
This project taught me that good content design isn't simply about using fewer words. It's about knowing which information matters, how to organise it and whether people can actually use it.
Testing also showed me why confidence and comprehension aren't the same thing. A customer can feel certain they've understood something and still struggle to apply it.
WISE / FINANCIAL SERVICES / INTERNSHIP PROJECT
Making card information make sense.
Rethinking how new Wise cardholders learn what their cards can do.
Content DesignUX ResearchUsability Testing
Role
Content Design Intern
Industry
Fintech
Tools
Figma, FigJam, Figma Slides, Google Docs, Google Slides, UserTesting
Timeline
June–August 2025
01The project
Helping cardholders make sense of their cards.
During my summer internship at Wise, I worked on improving how customers learn about their Wise card. Support queries showed that people had questions about everything from currency conversion to ATM fees, even after receiving their cards.
I analysed customer queries, explored three iterations of the educational content and designed two homepage entry points. I then tested three page versions with 22 participants, using their responses to refine how the information was presented.
Project goalHelp new cardholders understand essential card features before they need to contact support.
02The problem
Customers had their cards. But did they know how to use them?
Customers were still contacting Wise about how their cards worked, particularly when spending abroad or withdrawing cash. I wanted to understand what was causing that confusion and how better content could help.
44%
of new card customers made a transaction within their first 30 days.
Understanding the Problem
I analysed card-related support queries to identify recurring questions and gaps in understanding. Three topics stood out, and they gave me a clearer picture of what the educational content needed to explain.
Currency conversion
Customers weren't sure whether Wise would convert their money automatically when spending abroad.
“If I put USD in my wise card will it automatically convert it to BRL when I arrive in Brazil?”
ATM withdrawals
Customers struggled to understand withdrawal allowances and when fees would apply.
“I want to withdraw some cash from my wise balance. I am in Canada withdrawing CAD. Can I use an atm? and are there any fees for under $350?”
Digital and physical cards
Some customers thought their digital and physical cards had separate balances.
“Please advise how to move the Euros from digital card to the physical card”
What This Meant for the Design
The right information needed to be easier to find and understand. These findings shaped what I prioritised in the guide: explaining automatic conversion, making ATM fees easier to interpret and clarifying how card balances work. I also needed to consider how customers would discover the information in the first place.
03Design exploration
Exploring how to make card information clearer.
With a clearer understanding of the questions customers were asking, I explored how to explain the answers and make the guide discoverable.
Refining the educational content
I worked through three iterations with feedback from other Wise content designers, refining the copy, structure and information hierarchy before usability testing.
Design critique
Getting the information down
The first draft brought together explanations of spending abroad, ATM withdrawals and essential card features.
Helping customers find the guide
I also explored two homepage entry points. Both led to the educational content, but introduced it differently.
How could I make the guide feel relevant to someone who had just received their card?
Homepage entry point
Ready to spend? Meet your Wise card
An action-oriented introduction designed around the immediate needs of a new cardholder.
04Usability testing
Testing what customers understood
I tested whether customers could apply what they'd learned to realistic card scenarios, not just whether they liked the content.
22Participants
3Page versions
How the content format shaped understanding
I compared three approaches to organising the guide and explaining card fees. The biggest difference was not just how much information people saw, but whether they could use it to answer real questions.
Tested Version
Detailed copy and fee table
A fuller guide paired explanations of card features with a structured ATM fee table, separating free allowances from the charges that applied afterwards.
What testing showed
6 of 8 participants correctly explained the ATM fees. All 8 understood the benefit of automatic currency conversion.
What I took forward
Version 1 was the strongest overall. Its fuller explanations and structured fee table helped participants understand the card's features without sacrificing clarity for brevity. Testing also highlighted opportunities to make fee calculations more concrete.
05Outcome
A clearer way to get started
The recommended experience combined a detailed educational guide with a structured explanation of ATM fees, informed by support-query analysis, design critiques and usability testing.
30%
improvement in comprehension
The revised card education content improved customer comprehension by 30%.
3
markets
The resulting card education experience was introduced across three markets.
05 / REFLECTION
Clearer isn't always shorter.
This project taught me that good content design isn't simply about using fewer words. It's about knowing which information matters, how to organise it and whether people can actually use it.
Testing also showed me why confidence and comprehension aren't the same thing. A customer can feel certain they've understood something and still struggle to apply it.