INTERNATIONAL TRANSFERS REDESIGN
A redesign focused on understanding why users dropped off during the international transfer flow. Through research and behavioral insights, we restructured the funnel and streamlined key steps.
2 months
Duration
Web/App
Platform
2
Testing Rounds
CONTEXT
The redesign of the international transfer functionality arose from the need to include the intermediary bank option, streamlining the process for users. After analyzing the data, we identified transaction leaks, which indicated friction in the current experience.
MY CONTRIBUTION
As the assigned product designer, I was in charge of thoroughly investigating how users felt about the current product and other products on the market, proposing design improvements, and validating the ideas designed.
PROBLEMS IDENTIFIED
1
The requested fields are too long. This causes the user to delay or not complete the information.
2
Not knowing when the transfer will arrive abroad causes doubts and uncertainty.
3
There is confusing information about commissions. Users are unsure how commissions work.
Goal
Design a clear and efficient international transfer experience, optimizing conversion with intermediary bank integration.
USER TYPES
Natural User
Makes occasional transfers to their close circle or for studies.
Business User
Makes frequent payments to suppliers or partners in other countries.
TESTING APPROACH
Two rounds of testing were carried out to observe:
KEY DECISIONS
Decision 1
An A/B test was conducted. The winning design allows users to copy/paste SWIFT codes, immediately correct mistakes, and see when their transfer will arrive.
Decision 2
We added the intermediary bank within the destination account section, based on benchmarking and card sorting with users.
LEARNINGS
Working on international transfers was challenging due to the technical terminology and the complexity of the ecosystem. It required aligning with teams from different areas where we didn't always share the same financial language.