Case study · Client Center

One secure channel instead of four.

Clients used to reach their relationship manager by email, phone, Telegram and WhatsApp, which opened the door to phishing. The Client Center brings these conversations into Bitcoin Suisse Online.

Role

Sole UX/UI Designer

Worked with

Relationship managers, PO, FE, BFF, stakeholders, compliance

Timeline

From Mar 2026

Status

Live

Platform

Web and mobile

Problem

Client conversations were spread over four channels, and any of them could be faked in a phishing attack.

What I did

Designed a secure message center inside the platform, on desktop and mobile.

How I worked

Worked closely with relationship managers, over several rounds, until it worked for them and their clients.

Result

Live. Clients and their relationship team now talk in one secure place.

Client Center on desktop: a list of conversations with search and an Unread filter, an open conversation about a missing proof of address with a PDF attached, and the client's relationship team with direct phone lines. The same conversation on a phone, with the client's reply and an attached PDF.

01 / The problem

Four channels, and each one could be faked.

Clients talked to the bank over email, phone, Telegram and WhatsApp. A fake message could look just like a real one, which made clients an easy target for phishing.

Before

  1. Email
  2. Phone
  3. Telegram
  4. WhatsApp

After

  1. Client Center, inside Bitcoin Suisse Online

02 / What it holds

Two kinds of messages, one place.

01

Conversations

Clients write to their relationship team, send documents and get answers, all in one history.

02

System messages

Messages from Bitcoin Suisse arrive in the same place, so clients know where real messages from the bank come from.

03 / How I worked

Designed with the people who use it every day.

Relationship managers in the loop

I worked closely with relationship managers and went through several rounds of changes until it worked for them and their clients.

The usual team

Product owner, front-end and BFF developers, stakeholders and compliance.

04 / Desktop

Everything a client needs, on one screen.

Conversations on the left, with search and an Unread filter. The open conversation in the middle. The client’s relationship team on the right.

Your Relationship Team panel: primary and secondary relationship managers with photo, role and direct line, and below it the official Bitcoin Suisse phone, email, opening hours and FAQ link.

Decision 01 · Relationship team

Always show who the real contacts are.

Problem
With messages coming from many apps, clients couldn’t easily tell a real contact from a fake one.
Decision
Next to every conversation, a panel shows the client’s primary and secondary relationship manager with photo, role and direct line, plus the bank’s official contacts.
Why
Clients always know who they’re talking to and which contact details are real.
Submit a request form: an FAQ tip at the top, a subject, a message with formatting and an attached PDF, and Send.

Decision 02 · New request

A request, not just a chat.

Problem
Some questions have quick answers, and real requests need clear context.
Decision
A new message starts with a link to the FAQ, then asks for a subject, and allows formatting and attachments.
Why
Clients can find simple answers on their own, and relationship managers get requests they can act on.

05 / Mobile

The same conversation on a phone.

One conversation per screen. Documents can be attached and sent straight from the phone.

Mobile conversation: the relationship manager asks for a proof of address, the client replies with a PDF attached.
A conversation with a document attached.
Mobile message being written, with two PDF files attached, one still uploading.
Writing a message, with upload progress.

06 / Outcome

Live. One secure place to talk to the bank.

1 channel

Instead of email, phone, Telegram and WhatsApp.

2 types

Conversations and system messages in one place.

Web + mobile

The same conversations on every device.