Sending Money Home

If you ask any immigrants with family abroad, “Tell me about your proudest moments.” Chances are, they’d talk about when their family received the support.

There are around 800 million people around the world that are directly supported by remittances. Most of the time, small amounts of $200 could make up 60% percent of the household income. However, banks charge an enormous fee for money crossing the border - 7% is the global average, and even more fees if families need the money urgently.

Remitly is built to make it easy and fair for immigrants to support families. The mission lies in the heart of all my design projects at Remitly.

With an alarming 6% drop-off rate on this screen, my project goal is redesigning the screen so that customers understand both products effortlessly.

The primary challenge is that Remitly has over 500 sending and receiving country pairs. The exchange rate, delivery fee, and promotions differ depending on specific countries. My design needs to address all those variations while maintaining understandability.

Visualizing User Flow

The screen is at the top of the funnel, where customers select “Express” or “Economy.”

If customers visit a physical store, they will visit the display shelf first to understand the products. This screen is the display shelf where Remitly communicates product information and promotion.

Mapping out Critical Requirements:

After communicating with stakeholders and researching the product, I organized all the key requirements into a chart:

Ideation:

In the ideation stage, I tackled the design from different perspectives. For example, I spent 20 minutes ideating on how to communicate fees, another 20 minutes on different ways to present two products, and so forth. This process gives me a collection of ideas to refine. Below is part of my ideation process.

Wireframe User Testing:

After coming up with three directions, I partnered with a UX researcher to run a usability session with 15 users.

Version C became the most promising solution.

Three central evaluation criteria:

1. Does the design communicate promo effectively?

2. Does the design communicate pricing (FX rate and fee) effectively?

3. Is the design optimized for mobile use?

Two main lessons:

1. Customers better understand product differences when showing one product at a time.

2. Customers prefer to have the FX rate separate from the payment method and fee instead of presenting everything simultaneously.

RITE

I polished my design by continuously exposing them to new customers. Collaborating with a UX researcher, I conducted three rounds of usability tests, each with six testers. I continued evolving the design based on users’ feedback.

For instance, when five out of six testers reported that the FX rate calculation took too much effort to understand, I did another round of ideation intending to simplify the FX rate.

You can see the evolution of my designs after each series of user tests, from left to right.

In the last round of testing, the majority of participants (5 out of 6) self-reported taking little effort to understand the product; The majority of participants (4 out of 6) self-reported understanding what products are being offered.

Implementing Designs

I am working with developers and analysts to implement the design and set metrics for A/B testing.

inVision Design Link Here

Visual System

Using the atomic design approach, I conducted design audit and created a design library for my team to work efficiently.