Works
About
Works
About
Works
About
Works
About
Works
About

Launching YouTrip Family

YouTrip Family is a supplementary card programme for children.

I turned a defined product vision into a launch-ready product across in-app, physical, and service touchpoints.

View Live Product
Timeline

2025 Q3 - 2026 Q2

What we shipped

Mobile app feature, card programme

My Role

Lead Designer

Project context and scope

Scope

A new feature + service design

For parents:

  • In-app sign-up

  • Management of Child accounts

For child users:

  • New card packaging and onboarding

  • Management of own account

For our operations:

  • New processes for onboarding, authentication, notifications, card error resolutions, and customer service resolution

Constraint

A limited child experience

It was decided that children would use the same card and app as adults, with some features removed.

This severely limited the quality of child experience, but leadership was willing to make the tradeoff because the overriding concern was speed to market for validation.

Therefore, I focused design effort on the points where the adult-first approach created meaningful usability or safety gaps.

My role

Take aligned happy flows to a successful launch

I joined after the product direction and happy flows had been aligned with senior leadership.

I took ownership of :

  • Closing gaps in usability, experience, system, and service design

  • Accounting for all secondary and edge cases

  • Coordinating cross-functional teams through launch

My role: Executional lead

Contribution 01

Closed experience gaps beyond the brief

my approach

Adding functional and visual polish

I analysed where designs were not truly meeting the needs of parent and child users and closed those gaps, resulting in experiential and usability gains across navigation, clarity, security, and ownership.

Before
After
Sebastien Kun Portfolio
Before
After
Sebastien Kun Portfolio

Communicating card differences: Child cards had different limits and rules from standard cards. We deliberately kept onboarding compact, so I didn't add more upfront information. Instead, I surfaced the differences contextually at the points where they were most likely to affect behaviour. We've received no CS queries about these since launch.

Before
After
Sebastien Kun Portfolio

Child safety: Children are particularly vulnerable to financial crime because they may lack awareness and experience. While reviewing the P2P flow from a child user's perspective, I noticed an overlooked security gap where child users are trying to send money to someone who is not in their contact list. To raise awareness, I added a contextual scam warning so that child users think twice before proceeding. This was later adopted platform-wide for all users.

Before
After
Sebastien Kun Portfolio
Before
After
Sebastien Kun Portfolio

Communicating card differences: Child cards had different limits and rules from standard cards. We deliberately kept onboarding compact, so I didn't add more upfront information. Instead, I surfaced the differences contextually at the points where they were most likely to affect behaviour. We've received no CS queries about these since launch.

Before
After
Sebastien Kun Portfolio

Child safety: Children are particularly vulnerable to financial crime because they may lack awareness and experience. While reviewing the P2P flow from a child user's perspective, I noticed an overlooked security gap where child users are trying to send money to someone who is not in their contact list. To raise awareness, I added a contextual scam warning so that child users think twice before proceeding. This was later adopted platform-wide for all users.

Before
After
Sebastien Kun Portfolio
Before
After
Sebastien Kun Portfolio
Before
After
Sebastien Kun Portfolio

Communicating card differences: Child cards had different limits and rules from standard cards. We deliberately kept onboarding compact, so I didn't add more upfront information. Instead, I surfaced the differences contextually at the points where they were most likely to affect behaviour. We've received no CS queries about these since launch.

Child safety: Children are particularly vulnerable to financial crime because they may lack awareness and experience. While reviewing the P2P flow from a child user's perspective, I noticed an overlooked security gap where child users are trying to send money to someone who is not in their contact list. To raise awareness, I added a contextual scam warning so that child users think twice before proceeding. This was later adopted platform-wide for all users.

Contribution 02

Derisked onboarding failures

CHALLENGE
CHALLENGE

A complex process with untested assumptions

Onboarding was a complex process that spread across app and physical surfaces.

The original designs assumed users would operate with perfect knowledge of the system. This was not a fair assumption.

Yet, leadership was eager to move directly into development.

solution

Uncovered usability issues, improved flow

I convinced stakeholders that the risk was worth investigating with usability testing. This uncovered 3 critical issues that would have compromised a smooth launch rollout.

These findings made the team commit resources to redesign the process.We successfully increased task success rates in internal usability tests, and had no issues at launch.

4-5x

Improvements to task success

Before
After
Sebastien Kun Portfolio

The new onboarding process after card activation walked parents through setup, ensuring they knew how the app worked even if they dropped off after the first step.

The new onboarding process after card activation walked parents through setup, ensuring they knew how the app worked even if they dropped off after the first step.

Before
After
Sebastien Kun Portfolio

I identified that the physical unboxing and card packaging touchpoint was an important touchpoint to guide onboarding. I therefore tested and redesigned the the packaging to better support a smooth onboarding.

I identified that the physical unboxing and card packaging touchpoint was an important touchpoint to guide onboarding. I therefore tested and redesigned the the packaging to better support a smooth onboarding.

ContributioN 03

Redesigned the app for dual card ownership

CHALLENGE

Shared card ownership presented UX problems

For both parents and children, shared card ownership risked unexpected card or app behaviours due to the actions of the other party. It was therefore crucial to help users maintain a shared understanding of card status.

Moreover, parents now had to:

  • Manage multiple accounts at once

  • Know when to act on issues on behalf of their children

Solution

A curated notification experience to support shared understanding

I designed a notification experience that kept users informed across all 16 card states and 40+ transactions types, all from their device lockscreens because it is unreasonable to expect users to tap into the app all the time.

To reduce overwhelm, changes are triaged by severity: trivial changes surface as in-app contextual explainers; only changes needing immediate action or scrutiny are escalated as push notifications.

Optimised for lock screen management: At a glance, parents can easily understand the status and transactions of the different accounts under them, allowing them to easily manage without cognitive overwhelm.

Optimised for lock screen management: At a glance, parents can easily understand the status and transactions of the different accounts under them, allowing them to easily manage without cognitive overwhelm.

Similarly, children users are kept updated about key changes to their card functionality all from lockscreen. Issues that must be done by their parents are immediately highlighted so the child knows the next step is to reach out to their parents.

Similarly, children users are kept updated about key changes to their card functionality all from lockscreen. Issues that must be done by their parents are immediately highlighted so the child knows the next step is to reach out to their parents.

Making clear to children why features are disabled: Rather than disable features restricted by their parents which could cause children to mistakenly the app was malfunctioning, children be allowed to tap into the feature where they see explainers why they can't use the feature.

Making clear to children why features are disabled: Rather than disable features restricted by their parents which could cause children to mistakenly the app was malfunctioning, children be allowed to tap into the feature where they see explainers why they can't use the feature.

For card issues, notifications are only the middle man between issue and resolution flows. I worked with Product, Legal, Compliance, and CS to ensure the flows of all possible card states were compliant and intuitive.

Extending decision-making app wide: To keep the experience consistent, I made a notification framework that systematised decision-making. This was later integrated into the team's writing guidelines to help other designers.

Extending decision-making app wide: To keep the experience consistent, I made a notification framework that systematised decision-making. This was later integrated into the team's writing guidelines to help other designers.

CHALLENGE

Engineering limits the ideal in-app alerts system

At tech grooming, engineers pointed out that structural limitations meant our existing in-app alerts system couldn't easily surface Child card issues on the default banner section on a parent's homescreen.

I immediately identified usability problems with this approach: it would make important alerts easy to miss on a parent's homescreen and create friction to resolution.

my contribution

Led negotiations to preserve usability

To ensure Product and Engineering had a clear picture of what was at stake, I illustrated the costs and benefits of various options, and presented them to everyone:

This helped us get buy-in to make UX and UI changes necessary to preserve usability. After alignment, I iterated the core solution to the final design.

The issue summarised

The shipped design implements dynamic order, and uses motion to get a user's attention. The order and appearance of child accounts are triaged by severity and recency to ensure parents see the most pressing issues first. Coupled with the notification system, we were confident parents would not miss important alerts.

Contribution 04

Redefined how teams worked for a more unified experience

CHALLENGE

Siloed teams led to disjointed experiences

Traditionally, YouTrip launched products in-silos. After the Product team was done making the product, Marketing and CS articles were expected to 'do their thing' for the launch.

This workflow created disjointed experiences across the app, marketing and CS experiences.

Approach

I changed how Product, Marketing and CS worked to improve co-development

I took the initiative to reach out to colleagues in these teams and build on each team's unique strengths.

With marketing, we co-developed the visual direction. This resulted in an end product was visually much stronger and unified across the product's various surfaces.

The visual direction applied across surfaces.

The visual direction applied across surfaces.

Before
After
Sebastien Kun Portfolio

In-app visuals before and after the sync in visual direction. The AI slop on the initial Splash screen wasn't my decision, but we were able to replace it with a higher quality visual for the shipped product.

Before
After
Sebastien Kun Portfolio

Representation for YouTrip's diverse user base: Before and after my feedback to Marketing

"Sebastien's partnership with the marketing team has made a meaningful impact on how we deliver campaigns and product narratives. Through our collaboration, particularly on YouTrip Family, we were able to align closely on visual direction and user experience, resulting in a more cohesive and impactful end product."

Cheryl Tay

Senior Marketing Manager

"Sebastien's partnership with the marketing team has made a meaningful impact on how we deliver campaigns and product narratives. Through our collaboration, particularly on YouTrip Family, we were able to align closely on visual direction and user experience, resulting in a more cohesive and impactful end product."

Cheryl Tay

Senior Marketing Manager

"Sebastien's partnership with the marketing team has made a meaningful impact on how we deliver campaigns and product narratives. Through our collaboration, particularly on YouTrip Family, we were able to align closely on visual direction and user experience, resulting in a more cohesive and impactful end product."

Cheryl Tay

Senior Marketing Manager
Approach

A seamless CS experience

We recognised that CS didn't have sufficient product expertise to develop a useful FAQ for users, but excelled at their own SOPs for a wealth of CS issues.

As such, we divided work based on our individual strengths: my PM and I took charge of creating FAQs for both in-app and web entry points, while they focused on creating CS SOPs with our feedback.

“Seb takes into account how decisions may impact CS, such as recognising potential strain on the team or identifying areas where additional support may be needed. This awareness helps ensure that solutions are more balanced and practical across functions.”

Hafiz

CS LeaD

“Seb takes into account how decisions may impact CS, such as recognising potential strain on the team or identifying areas where additional support may be needed. This awareness helps ensure that solutions are more balanced and practical across functions.”

Hafiz

CS LeaD

“Seb takes into account how decisions may impact CS, such as recognising potential strain on the team or identifying areas where additional support may be needed. This awareness helps ensure that solutions are more balanced and practical across functions.”

Hafiz

CS LeaD

Since users could search for information through web search and app, I led the information architecture and content design of the feature's FAQ to ensure one architecture could handle both entry points well.

Since users could search for information through web search and app, I led the information architecture and content design of the feature's FAQ to ensure one architecture could handle both entry points well.

Impact

We launched in May 2026. Uptake exceeded our expectations:

2.5x

projected adoption target in the first month

Moreover, there was no spike in CS queries regarding the feature, signalling a smooth card activation and onboarding for parents and children.

YouTrip Family is a solid, practical addition for existing YouTrip users with kids. (...) The parental controls are sensible, setup is quick, and the pricing is hard to argue with."

MoneySmart

official review

YouTrip Family is a solid, practical addition for existing YouTrip users with kids. (...) The parental controls are sensible, setup is quick, and the pricing is hard to argue with."

MoneySmart

official review

YouTrip Family is a solid, practical addition for existing YouTrip users with kids. (...) The parental controls are sensible, setup is quick, and the pricing is hard to argue with."

MoneySmart

official review

From my teammates

"Sebastien's clear product mindset & leadership impresses me throughout the YouTrip Family project, not just focusing on design execution but positively influencing product direction, which consistently led to more thoughtful user solutions. He is sharp, clear and collaborative, which makes him both fun and easy to work with."

Vincent Ong

PM

"Sebastien's clear product mindset & leadership impresses me throughout the YouTrip Family project, not just focusing on design execution but positively influencing product direction, which consistently led to more thoughtful user solutions. He is sharp, clear and collaborative, which makes him both fun and easy to work with."

Vincent Ong

PM

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