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.”
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.