Designing Intelligent, Trustworthy Experiences with Agentic AI for Financial Firms

Money 20/20 Las Vegas 2025 made one thing clear: fintech isn’t a niche anymore; it is the financial system. As AI gains agency, open-banking ecosystems mature, and digital trust becomes a strategic asset, design leaders face a new mandate. We’re no longer shaping screens; we’re shaping behaviors, governance, and the confidence people place in intelligent systems.

FinTech Has Grown Up and Design Is Now Its Operating System 

This year’s Money 20/20 felt different. Less hype, more architecture. Less “what’s next,” more “how to make it real.” The dominant conversation was that fintech has graduated from app-based novelty to global infrastructure—and with it, the role of design is evolving from creating intuitive interfaces to orchestrating entire intelligent ecosystems. 

In hallway conversations and main-stage sessions, four themes kept surfacing: agentic AI, embedded finance, trust as currency, and the emerging horizon of generative user interfaces (Generative UI). Each points toward a new frontier where Experience Design (XD) defines business success.

1. Agentic AI: When Machines Start Acting on Our Behalf 

If 2023 was about generative AI, 2025 is about agentic AI—systems that don’t just predict or assist but actually act. At Money 20/20, tech leaders from Nvidia, Microsoft, and Visa all highlighted a common trajectory: autonomous agents will soon handle complex financial and operational decisions, from managing credit exposure to routing payments in real time. 

That shift changes everything about how we design. The user experience isn’t only about what people do anymore; it’s also about what they delegate. Trust, explainability, and control become design problems, not engineering afterthoughts. 

At Orion, we’ve been exploring how these principles translate into real work—from prototyping AI assistants for enterprise operations to re-imagining customer service journeys where the system anticipates needs and escalates only when human empathy is required. Designing for this hybrid future means building interfaces that help users understand why the machine acted, not just that it did. 

“Design is becoming the new governance layer for AI—where transparency meets accountability.” 

2. Open Banking & Embedded Finance: The Invisible Integration Era 

Another strong signal from Money 20/20: open-banking APIs and embedded commerce aren’t “innovation projects” anymore; they’re infrastructure. Major banks, card networks, and fintechs are finally aligning around interoperability, with “‘pay-by-bank” and instant-settlement experiences going mainstream. 

The opportunity for experience designers is enormous. When finance becomes invisible, the journey becomes the product. Consent flows, onboarding sequences, and micro-moments of reassurance are now where differentiation happens. 

In our own projects for financial institutions and manufacturers building digital ecosystems, we’re seeing how critical this modularity is, creating reusable UX patterns that let products plug into broader platforms. A well-designed consent screen or data-sharing moment can drive adoption as powerfully as any marketing campaign. 

“When money moves silently, trust must speak loudly; and that’s the designer’s job.” 

3. Trust UX: The New Competitive Currency 

Every panel at Money 20/20 touched on trust in data, in automation, in the companies behind both. As digital assets, stablecoins, and AI-driven decisions enter the mainstream, customers are demanding new forms of transparency. 

Designing for trust isn’t about adding padlock icons. It’s about giving people contextual confidence: surfacing risk at the right moment, making consent reversible, and showing the lineage of an automated decision. 

Across industries, we’re helping organizations treat trust as a user experience discipline. Whether it’s simplifying compliance in a B2B portal or visualizing data integrity for a financial dashboard, the design goal is the same: to turn regulation into reassurance. 

“In the next wave of fintech, usability without trust will feel like convenience without safety.” 

4. Generative UI: When Design Starts Designing Itself 

One of the most exciting frontiers emerging from the GenAI movement, and an area our team at Orion XD is actively prototyping, is what we call Generative UI. 

Imagine a user faced with a complex, form-heavy process, an insurance claim, a compliance submission, a product configuration. Instead of clicking through dozens of fields, the user simply tells the system what they need in natural language. The AI generates the appropriate interface in real time, pre-filling details, suggesting relevant data, and even reshaping the layout as context changes. 

The user remains fully in control, able to edit and refine every entry, but the monotonous task of data entry disappears. The system adapts to the user’s intent, not the other way around. 

“Generative UI turns software into conversation.” 

Orion’s Point of View: Designing the Intelligent Enterprise 

At Orion Innovation, our Experience Design practice works at the intersection of data, design, and intelligence. We’ve seen first-hand how enterprise clients, from global manufacturers to leading financial institutions, are re-platforming their customer and employee experiences around automation and AI. 

What unites them is a need for clarity: 

1. How do we visualize machine decision-making? 
2. How do we embed financial experiences seamlessly into larger ecosystems? 
3. How do we design for compliance, without slowing innovation? 

Our answer lies in what we call “designing the intelligent enterprise.” It means treating every interface as a negotiation between human intuition and machine capability. It means defining how AI agents earn trust, how modular experiences scale, and how enterprise systems communicate intent. 

As the industry transitions from fintech to financial infrastructure, the differentiator will be experience design that makes intelligence feel human. 

Looking Ahead 

Money 20/20 Las Vegas 2025 didn’t announce the next shiny thing, it revealed the blueprint for what’s already underway. The winners of this next decade won’t be the companies with the most advanced algorithms; they’ll be the ones whose experiences make complex intelligence feel transparent, empowering, and trustworthy. 

At Orion, we’re ready to help clients design those systems, where AI acts responsibly, finance moves invisibly, and trust becomes the ultimate user interface. 

For decades, Orion Innovation has been helping the Financial Services industry enhance customer experiences, develop new digital products, and rethink, reimagine, and reinvent their business. Learn more about our Experience Design offerings. 

Angela Florie is Vice President of Experience Design at Orion Innovation. She helps lead Orion’s global XD organization, driving strategy, innovation, and delivery excellence across key enterprise clients and industries.