I redesigned Remitly’s transfer flow to better align pricing and speed with customer expectations and competitor offerings, focusing on enhancing transparency.
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Project in brief
Customers lacked clarity on transaction speed, which limited our ability to acquire new users in price-sensitive markets.
I had to design a scalable solution that clearly communicated the combined speed of both payment and disbursement methods, all while seamlessly integrating with the existing interface.
The new design improved speed communication by using two dropdown selectors, resulting in a 20% uplift in customer acquisition.
Remitly UK Ltd Konstantinos Penlidis
“It’s been an absolute pleasure working with Graham over the past 14 months. As a senior product designer, he’s brought a ton of value to our team and helped us tackle some pretty complex remittance product journeys.
One of the things I appreciate most about Graham is that he’s always there to lend a hand. Whether it’s the start of a project or the final delivery, I know I can count on him to get the job done. And not only is he knowledgeable and skilled, but he’s also just an all-around great guy. He’s got a fantastic attitude and is always a joy to work with.”
As the Senior Product Designer for Three’s Loyalty App first MVP release, my focus was on enhancing the user experience (UX) and refining the interface. This case study highlights our collaborative efforts to create a seamless and engaging Wuntu experience.
My role
I was responsible for redesigning the customer experience related to Remitly’s money transfer selection flow. This involved integrating new pricing and packaging strategies with the user interface to align the displayed transfer speed and price with customer expectations and competitor offerings. My focus was on enhancing transparency and communication of transfer speed.
Send flow - Before adding speed
Problem
Remitly’s existing strategy observed competitor prices only based on the disbursement method, which led to a lack of clarity for customers regarding the transaction duration. This ambiguity about transfer speed created a poor experience and limited the company’s ability to increase customer acquisition, particularly in price-sensitive segments using methods like Bank Deposit or Mobile Wallet.
Challenges
The primary challenge was designing a scalable solution that could effectively communicate the combined speed of both the payment method and the disbursement method to the customer. This required:
- Creating a UX that allowed users to clearly select and compare different payment and disbursement combinations.
- Ensuring the new interface was straightforward and successfully leveraged the existing delivery method drawer for seamless integration.
Outcome
The project successfully introduced selection options for both payment and disbursement methods via two distinct dropdown selectors. This design significantly improved the communication of transfer speed to customers by showing the combined duration upfront.
This optimization achieved the goal of enhancing transparency and competitiveness, resulting in a 20% uplift in customer acquisition.
