A digital wallet that helps people establish trust once, then securely reuse their identity, credentials, and payment information across government services.

 My role: Sr. Staff Product Designer — journey & experience architecture

Partners: Solution architects · Product Pre-Sales · Government stakeholders

Scope: Identity → Credentials → Benefits → Payments

G2C
 Government → Citizen
Putting money and benefits directly in citizens' hands.

C2G
 Citizen → Government
Paying for civic obligations.

C2B
 Citizen → Business
Identity and payment trust beyond government.

P2P
 Citizen → Citizen
Citizens connected directly.

01 Digital Resident ID

Ajay is invited into Citizen Wallet during his residency process, where he can establish a trusted identity and carry it into future services.

02 Student Aid Stipend

Days later, the wallet surfaces a benefit Ajay may qualify for and reuses his verified information to make applying easier.

03 Obtaining health benefits

Healthcare enrollment, approval and access of credential

Italian pension holders abroad need to prove they are still eligible to keep receiving payments. For older people or anyone who needs help from family, having to do this in person can be a real burden.

The design challenge

How might we let pension holders prove identity and eligibility remotely, on their own or with someone they trust?

Accelerating process with AI

Copilot AI research
Understand current pension & proof-of-life process

Microsoft research
Explore scale + business impact

Initial solution map
Turn insights into a first journey

Product + Architecture
Validate direction + capabilities

AI-assisted prototyping
Accelerate prototyping

Research
Validate self + delegate flows became clear

Iteration
Refine based on feedback

Relocation assistance for Venezuelan migrants in Colombia via Humanitarian Wallet. The challenge was not only getting aid to people, but making those funds easy to use once they arrived.

The opportunity

Create a safer, more accessible digital experience where people can apply for support, follow the process step by step, receive funds quickly, and use them in ways that make a real difference in their lives.

Stablecoin

Once approved, the benefit is disbursed as stablecoin value, while the wallet shows a simple balance in familiar currencies that users can move, spend, or cash out.

01
 Onboarding

Establish identity and access to services.

02
 Eligibility + application

Surface relevant benefits, confirm eligibility, and apply for relocation assistance.

03
 Use the funds

Send money locally or internationally, scan to pay, or cash out to a bank account or debit card.

BIEN national digital wallet gives Hondurans a trusted digital identity and credentials. Where it stops is benefits, disbursements, and everyday payments.

The design challenge

Build a tangible way to show how money movement could work inside services that already exist.

Three personas, one wallet

A merchant, a fleet benefit recipient, and a student — the same capabilities supporting very different needs.

Identity

· Biometrics · Identity verification · NFC · Selfie / liveness

Personal data + consent

· Profile · Address · Household data · Permission to share · Delegated authority

Credentials + eligibility

· Resident ID · Health · Benefits · Pension · Student status · Humanitarian assistance

Services

· Residency · Healthcare · Taxes · Utilities · Pensions · Relocation assistance

Physical + digital connection

· Appointments · QR codes · Pharmacies · Merchants · Service locations

Payments + disbursement

· Cards · Bank accounts · Government benefits · Stablecoin · Transfers · Scan to pay · Cash out

01
 Solution maps


Connected citizen actions to the technical and Company capabilities behind them.

02
 End-to-end journeys


Mapped complete service flows from identity through payments.

03
 Interaction models

Self-service, delegate, Power of Attorney, and physical-to-digital patterns.

04 
Capability mapping


Mapped reusable identity, consent, eligibility, service, and payment capabilities.

05 
Prototypes


Built interactive flows in Figma Make and Claude Code.

06
 Research + AI discovery

Used research and AI tools to learn faster, test assumptions, and refine the work.

Citizen Wallet’s value was not one journey. It was a trusted foundation that could support very different services, populations, and countries.

My impact

01 One trusted foundation
Reuse identity and personal data with consent.

02 Less repetition
Reduce the need to start over for every service.

03 Connected services
Surface the next relevant task based on context.

04 Inclusive access
Support both self-service and delegate-assisted journeys.

05 Physical + digital continuity
Connect mobile flows with NFC, QR, appointments, and in-person moments.

06 Payments in context
Embed payments and disbursements directly into services.

07 Financial access
Extend benefits into ways to spend, transfer, and cash out.

08 Adoptable model
Reuse the same approach across countries, legal models, and payment needs.