Andrea Sun
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Andrea Sun
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Sendu

The Challenge

  

Within Canada, consumers are able to easily transfer money using Interac e-transfers. Once users cross the border, however, the process becomes more complex. International consumers have two primary concerns about wiring money: transparency and ease of use. My mission statement:


“I believe that developing an app that provides transparency, multilingual service, and freedom of choice will build trust and save time.”


My Role:

  

I worked on this project as a lead designer and user researcher. Main areas of responsibility:


• Management (weekly reviews and task organization)

• User Research & Analysis (user interviews, white paper research)

• Design (wireframing, branding, UI design)

• Lo and Hi-fidelity Prototyping (flow and interactions)

• Usability Testing (iterative design)

Overview

Project Title:

SendU Mobile App for Maple Bank


Purpose:

Developing an international wire transfer service for Canadians around the world


Client:

Maple Bank


Timeline:

Six weeks

RESEARCH

User Research

User Interviews were essential to proving my hypothesis and gaining insights into our target user’s habits and frustrations. Our team looked at the responses of four individuals representing a variety of demographics:  


  • An American woman  who lives abroad, but maintains an American bank account
  • A Brazilian-born man who immigrated to Canada, but temporarily lives in Europe for work
  • A Cambodian-born woman who sends financial assistance to family in her home country
  • An Argentinian-born woman in her twenties who is residing in the US as a student


Results: 

  • 100% of users said they felt surprised by the amount in fees when making a wire transfer. 
    • Solution: Make fees clearly visible throughout the transfer process.
  • 75% of users said that they check the exchange rate before sending a wire transfer.
    • Solution: Display active exchange rate at outset of transfer


A User Persona was generated based on these findings.

Design definition

User-Focused

Understanding Their Journey

Understanding Their Journey

Insights from the user persona formed the foundation the app's design. Some notable design considerations include:


  • Language Selection for ease of service
  • Clearly Stated Fees for price certainty
  • Price Comparison for price transparency
  • Estimated Delivery Dates for reliability 

Understanding Their Journey

Understanding Their Journey

Understanding Their Journey

I used several methods to step into the shoes of our users.

Journey maps and storyboards anchored the user's POV in my design. 

A user flowchart illustrated each step of the interaction process to achieve the user's goal:


“As a user, I want to create a new recipient and send $100 USD to them through SendU.” 

takeaways

LEARN FROM THE BEST

LEARN FROM THE BEST

LEARN FROM THE BEST

Competitor brands like Wise and Remitly shared some common design features, like price comparison, progress bars, and transaction history

keep it simple

LEARN FROM THE BEST

LEARN FROM THE BEST

I decided to narrow my focus on three main screens:


  1. Home Page/History
  2. Send Money
  3. Recipients

CUT THE FAT

LEARN FROM THE BEST

CUT THE FAT

I eliminated some ideas in order to streamline the app's function


- Transaction History Sorting

- Interactive FOREX chart

- Scheduled transactions

Iterative design

1/4

incorporating user feedback

Low and High Fidelity Prototyping

Simulating an authentic app interaction was essential to gathering useful insights from user feedback. Building a solid component set enabled me to build and modify the design with ease. Including sample transactions allowed users to experience an "aha!" moment.

User Testing

After building a working prototype, it was tested by several users. By animating the transaction process, I was able to observe user's natural behaviour, like attempting to initiate a transaction from the transaction history page.

Key Findings

  1. Users found the Send Money page to be cluttered unclear
  2. Some users attempted to initiate a new transaction via the transaction history
  3. Some users attempted to initiate a new transaction via the recipient’s list

Design Solutions

  1. Differentiated font colour and visual grouping were used to clarify the Send Money page
  2. Added the “Send to this Recipient Again” function
  3. Added the “Send to this Recipient” function from within the recipients page

Visual Design

 My goal was to create a clean, modern look that helps users find information quickly and clearly. I created a colour scheme that invoked feelings of trust and reliability. 

what I learned

User research is essential

Users communicate through actions

Users communicate through actions

Interviewing a range of demographics revealed unexpected information, and their personal anecdotes informed a deeper emotional understanding of the user’s needs.

Users communicate through actions

Users communicate through actions

Users communicate through actions

Some users did not have the words to communicate their frustrations, but demonstrated them through their facial expressions and actions, like repeatedly tapping a button because they expected something different to happen.


Copyright © 2022 Andrea Sun - All Rights Reserved.


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