Providing Assurance and Clarity in Remittance Workflows
Role
Product Strategy
UI Design
Prototyping
User Research
Team
3 Designers
1 Engineer
1 Product Manager
Timeline
April 2023 (4 Months)
Overview
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 led the re-design and user research efforts for the remittance transactions workflow, the primary action users perform on the platform.
Project Framing
Low Task Completion Rate for the Primary Workflow
A usability test revealed that it was unclear if a transaction was successful or if there were other steps left to complete. Remitbee users needed more clarity.
Although users can get to the success screen, it’s unclear an external action is required to fully complete the transaction.
Problem Statement
How might we redesign the remittance workflow to guide users through each step while providing assurance and transparency during the process?
Workflow Redesign
To help users take an informed action, points of friction identified were redesigned to provide clearer system status information.
Providing Assurance with a Guarantee Policy
To create clarity and establish trust, I introduced a step to review Remitbee’s thorough transaction guarantee policy.
Transaction timeline with emphasis on status
Updating users with a transaction timeline
Current status of the transaction and next actions are highlighted in the confirmation details. Later, users can access transaction information through the landing screen or history section of the application.
Transaction Confirmation Before and After
Consolidating Steps
Workflow steps are grouped by similar input fields. Additionally, a progress bar was introduced to inform users of action progress.
Homescreen Before and After
Applying Remitbee’s Styleguide
The landing screen layout and header menu were redesigned to emphasize the brand, establishing trust.
Evaluation and Handoff
I ran an evaluative study with remittance service users and have two key findings. Compared to the previous iteration, participants better understood the transaction progress and the required actions. 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.
Reflections
Speak the stakeholder’s language.
It’s important to communicate using terms collaborators resonate with when discussing a design decision. Aligning with stakeholders on metrics helped to measure improvements based on design decisions.
Do juuust enough research.
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). Sometimes you need just enough data to get everyone committed a decision.