Making international money movement feel simple, fast, and trustworthy

What we were asked to do

Identify and resolve the friction points causing drop-off and support escalation across the end-to-end transfer journey for both personal and business customers.

The situation

International transfers come with high user anxiety: "Did it go through?", "What rate did I get?", "When will it arrive?" Add compliance requirements, multiple customer types, and high-volume support touchpoints — and even small UX gaps can create churn or costly service load.

Our approach

1. 01Mapped end-to-end customer journeys across key personas (personal + business)
2. 02Identified friction points and trust-breakers across onboarding, transfer setup, tracking, and support moments
   
3. 03Worked with stakeholders to align priorities and define success measures
4. 04Prototyped improvements to simplify decision points and reduce uncertainty
5. 05Shaped delivery-ready outputs: flows, requirements, UI patterns, and validation plans

Outcome

A clearer, more confidence-building experience across critical moments of the transfer journey. Reduced confusion at decision points, improved clarity around status and next steps, and a stronger foundation for product iteration backed by customer need rather than assumptions.

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