Remitbee is a digital remittance company focused on helping people send money internationally to their loved ones at affordable prices. As part of an academic project, working with the founder and a developer, I lead the re-design and user research efforts for the remittance transactions workflow—the primary action users perform on the platform.
Although users can get to the success screen, it’s unclear an external action is required to fully complete the transaction.
During initial conversations with the founder he stated that due to their no-frills approach, Remitbee is able to provide consistently competitive pricing. However despite these rates, Remitbee customers have low task completion rate with the remittance workflow.
A usability test revealed that it was unclear if a transaction was successful or if there were other steps left to complete. Additionally, users were hesitant to continue because they were suspicious of the company's mobile application. Elements like brand recognition, guarantees like deposit insurance (CDIC), and customer support influence a user's perception of trust and security.
To create clarity and establish trust, I introduced a step to review Remitbee's transaction guarantee policy was introduced. Additionally, users are able to skip this step in the future via checkbox.
If further action is required, it will be highlighted in the transaction confirmation details. This redesign communicates to users the current status of their transaction as well as highlights actions to be completed. Users are able to access all transaction information in the through the landing screen or history section of the application.
Leveraging Remitbee's branding, the landing screen layout and header menu were redesign to emphasize the brand to establish trust. Additionally, active transactions are displayed to help users keep up to date with their transactions.
I also condensed the workflow screens by grouping similar input fields with the relevant step. Additionally, a progress bar was introduced to provide users clarity of task completion.
I ran an evaluative study with remittance service users and have two key findings. Compared to the previous iteration, participants better understood transaction progress and required actions information. In a small sample size (n=8), perceived trust in Remitbee's brand and product offerings scores improved slightly.
These findings were shared with the founder and the design proposal and files were handed off to Remitbee's development team.
How might we re-design the remittance workflow to guide users through each step while providing assurance and transparency during the remittance process?
By mapping out the entire workflow, I was able to identify points of friction where there was an opportunity to provide information and redesign steps that would help users take an informed, confident action.
I learned that when collaborating with stakeholders, it's important to communicate using terms they understand when discussing a design decision. They might not know what a userflow is but they can understand a chart of lines and text.
Moving forward, I feel that it's important to align on metrics with our stakeholders so that there is a measure of the work we do. Specifically for this project, I would have loved to see how task completion rate changed over time after the redesign was implemented.
As someone who is curious and wants to know all the facts before making a decision, this project helped me realize that sometimes, we don't need to invest our energy to reach a high level of confidence (all the time). Getting just enough data to get everyone behind a decision saves time in the long run.