Ginetta Portfolio


The first Swiss digital wallet

Twint is a Swiss digital wallet. It was released in 2015 and users' reports showed that the product had some usability issues. We joined the TWINT product team in order to improve the identified issues and optimise the information architecture.

Little did we know that ahead was a complete redesign of the app and its functionalities.

Setting the trajectory for the future of mobile payment in Switzerland

Part of the problem was that the information architecture and navigation didn't conform to user expectations. While the idea was innovative, the user interface wasn't intuitive and was therefore not more convenient than existing “analog” payment options. Our task was to improve the UX and ensure the user understood that Twint is much more than a payment app.

Screenshot of old Twint homescreen

The old Twint interface. Source: Twint

Nobody was holding their breath for mobile payment

Since the redesign started, we've been faced with three challenges. The challenges were transformed into three goals:

Twint is more than mobile payment

Workshops clearly demonstrated that if we want to reach our goals we need to expand Twint's ecosystem of functionalities that exceed the mere act of mobile payment. Payment is simply one functionality that “lives” among several others. Its relationship to these in the context of a digital wallet must be clear. Defining the full Twint experience will enable the user to save money while they pay.

Export Flow

Workshops, sprints, and user tests

A designer’s job does not end with a concept, wireframes, and visual wow. A large part of our job is about bringing stakeholders to the table, iterating according to common requirements, and guiding design decisions.


  • We started with extensive workshops with Twint's and Ginetta's core teams
  • Business model canvas revealed clear business requirements

Iterative design sprints

  • We dedicated each sprint to a specific use case or detail
  • Each sprint culminated in a RITE user test, where we studied how our concept performed with users

Stakeholder involvement

  • Good access to internal stakeholders was crucial for this project
  • Many different decision makers had opposing opinions so it was challenging to meet all requirements

Co-design sessions

  • In close collaboration we created eight different prototypes, one for each stakeholder
  • Only by visualizing and discussing all concept ideas were we able to agree on a single solution
Ginetta’s approach is a perfect fit between business requirements and user’s needs. The solution they came up with was completely new, extremely user-friendly and clearly met the business goals.
Josephine Scherler

Product owner at Twint

An optimized Twint

After numerous iterations we arrived at a solution that corresponded with the goals of all stakeholders: product vision, product management, business development, marketing and sales. Most importantly, our solution would be relevant and understandable for the user.

1. Removing barriers

Instead of making the user choose their use case in a huge unstructured menu drawer, where there’s no clear hierarchy, we focused on the five main functionalities and made a structured dashboard that’s clear and intuitive. Once the user starts one flow, like payment or pre-order, they have to return to the dashboard to start a new flow for a new use case. Testings showed this solution as super intuitive, one that doesn't confuse the user.



Established navigation patterns that the users are familiar with


Dedicated area for relevant coupons, notification and communication with users.


The clear indication of the current balance includes a quick top-up credit function

Placebo button

The payment button works as a reasurment that the user started an action. Key functionality is clearly visible


Dashboard with shortcuts to most important features

QR Shortcut

For immediate access to scanner, which is important for different use cases.

Image of an arrow pointing up

Improved payment process

Users can initiate the payment process in a number of different ways. The payment process starts automatically if the phone is close to the beacon. A precondition is that the bluetooth is on. The placebo button starts a guided payment process to help first-time users. Tests results clearly showed that it's a user requirement.

mustache brackets pointing up
Export Flow

1. Bluetooth

Animated tutorial shows the user that they won’t be able to connect to the beacon if their bluetooth is turned off.

Export Flow

2. Beacon

Once bluetooth is on, the user only needs to hold the phone against the beacon. We added an action for force-pairing in cases when pairing fails.

Export Flow

3. Loyalties & coupons

The coupons, stamp cards and loyalty cards are taken in consideration automatically on payment. The user can still reverse the process.

Export Flow

4. Confirmation screen

Clear indication of payment, with a confirmation button for conscious confirmation.

2. Adding value

Twint is much more than simply using your cell phone to buy groceries. The tests gave us great insights into what the users understand as added value. Before, the home screen was a stream of offers, coupons, stampcards, and tips that was both confusing and frustrating for the user. We decided on four main use cases:

3. Forming new habits

We need to change people’s habits and convince them that paying by card is easy but paying by Twint is easier and even cheaper. We used notifications, personalization, gamification, and convenience to make the users identify with the product.

TWINT experience

By providing easy access to the main functionalities we remove barriers between Twint and their users. That way we fight customer indifference by improving usability and hence optimizing user experience.

TWINT evolution

The before, the after and the rebranding of Twint

A redesigned Twint was launched in early 2017 together with a visual redesign according to the new Twint brand that followed a merger of Twint and Paymit. Twint is now a strong competitor on the mobile payment market in Switzerland. Our research and design helped Twint gain fresh investments and acquire its competitor but most importantly it's changing users habits.

Screenshot of old Twint homescreen
TWINT was a challenging but a wonderful project. We gained important insight, experience and knowledge in the fintech domain and helped our client reach more users. Among other learnings, the fact that convenience is set above all else on the user’s priority list is by far the most important one.
  • Simon Raess

    Simon Raess


  • Tibor Kranjc

    Tibor Kranjc


  • Simone Reichlin

    Simone Reichlin

    User Research

  • Inês João

    Inês João


  • Marvin-Sebastian Karácsony

    Marvin-Sebastian Karácsony

    Client Partner