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QR-Code Money Transfer

AT A GLANCE

I worked with a financial services company to create user journeys, maps, and personas to boost receiver engagement by integrating mobile and real-world experiences. Using client feedback and insights from a white paper research report, I helped develop high-fidelity wireframes for a new feature in their existing mobile app. The new feature allows senders to transfer money to receivers using QR codes in physical locations, without needing to download the app.

My Role

UX Researcher

UX Designer

Tools

Figma

Team

Joanne Rego

Faisal Ali

Timeline

2 months

PROBLEM SPACE

The current money transfer process involves a high dependency on agents, which incurs additional costs and slows down transactions. Customers, both senders and receivers, face challenges such as lack of autonomy in data input, inefficient data validation, and cumbersome registration processes. There's a need to modernize and streamline the experience, making it more intuitive and self-service oriented, particularly for users in regions like the Philippines, where many depend on remittances for essential and emergency expenses.

TARGET USERS

  • Primary users: Receivers (users receiving money)

  • Secondary users: Senders (users sending money)

WHITE PAPER RESEARCH

In the client's report, several key points were highlighted:

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  1. Balanced Effort and Control:

    • Transition from sender-centric to balanced sender-receiver engagement, reducing agent involvement while increasing customer autonomy.

  2. Inspiration and Trends:

    • Drawing insights from CX trends, wallets, gaming, and QR code-driven experiences, with a focus on addressing receiver needs.

  3. Customer Self-Driven Experiences:

    • Emphasis on self-driven CX as critical for business growth and positive word-of-mouth.

  4. Customer Preferences:

    • Importance of intuitive self-service menus and ease of use, as indicated by 60% of customers.

  5. Statistics:

    • Client's significant user base, with over 52 million senders and 80 million receivers, underscores the prominence of receiver needs.

CLIENT GOALS

  • Gather direct insights from both senders and receivers.

  • Validate customer data outside of traditional counter settings, implementing risk prevention measures prior to transaction completion.

  • Empower customers with autonomy in data input.

  • Deliver a modern, seamless customer experience driven by QR code technology, eliminating the necessity for app downloads.

  • Incorporate registration seamlessly into transaction flows.

  • Utilize customer-provided data to establish account wallets and enable omnichannel recognition.

USER JOURNEYS

This user journey was based on user journeys from the research.

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HI-FI PROTOTYPES CTAs

​Collating our primary and secondary research, we were able to create personae that reflected our target users based on said research.

Scanning
Inputting Information
Sender Information and Status
FEEDDBACK

After discussing with the clients, we needed more wireframes for secondary circumstances:

  • Unscannable ID (manual input)

  • From different countries (primary use case, but tested locally with USA first

  • Promoting conversion of users from using the QR code to downloading the app.

  • The ability to select the nearest branch

Information Manual Input
Outside USA
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 HI-FI PROTOTYPES SECONDARY CTAs

Although secondary, the senders user experience is important, hence we designed this in tandem with the receivers, to emulate similar user flows.

Sender receives money request
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Sender sends money
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FINAL DESIGN GOALS AND FEATURES

We managed to achieve the original design goals by:

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  • Implementing systems to gather real-time data from both senders and receivers during transactions.

  • Validating customer data and enforce risk prevention rules outside of counter interactions, ensuring secure transactions before they are completed.

  • Developing user interfaces that allow customers to input and manage their own data, giving them greater control over their transactions.

  • Integrating QR code technology for a seamless transaction process that does not require downloading an app, providing an effortless experience.

  • Designing transaction flows that naturally incorporate user registration, making the process smooth and unobtrusive.

  • Using the data collected from customers to create account wallets and ensure consistent recognition across multiple channels, enhancing overall service integration.

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