UX INTERACTION USER TESTING
How users can trust send money abroad with Master Transfer
The project aimed to create a safe and clean website, to present the company and help user send money abroad to 40+ countries.
What the expectations to accomplish.
Send money online can be dangerous and hard, bank taxes and fees, unsafe web navigation and keep your personal information safe. How can we do all of this seamless and unique for users?
Master Transfer is a financial institution in London that has been able to combine technological resources with the best of customer service in order to offer the greatest comfort in sending money to your country at the most competitive rates in the market. With a successful trajectory in the financial sector, having as main activity the sending of money to 40+ countries.
What I was expecting to accomplish.
They have launched recently an app without any user testing (not done by me), I managed to get a contract to test and validate if the app really works and to find possible improvements.
Design a website where users dont see all the time money and finance, where users feel safe, understand the company mission, see other customers feedback.
This is something I always like to be around when designing products for users. A consistent user journey and visual can lead to a company growth.
And why it's relevant.
And why it's relevant.
The old website didnt communicate clearly how users can send money, or how safe they are using Master Transfer services.
Launched recently their application on Apple store, but they didn't test the app or even researched about. So the app is not responsive and it does not contain the latest technology like finger login or facial login.
It's time to get real.
Back to basics, I had to plan before any action. The problems were too big to start anything before planning. Entire UX journey was necessary to generate insights and fix problems.
I started defining the problem, later on, to research with real users in their shops - this was an amazing experience of guerilla testing - insights grouping, defined then what users want, competitor analysis done looking how they onboard new users and at the end prioritisation MoSCoW to guide the company on what they need to act on and my personal feedback around UI and UX. Unfortunately, I was not hired to design the app, only to research and discover. To see the full research study: click here.
What I've learned?
Reflecting back on the project.
Users will always have pain points that we can't imagine. Users are confused with wording, login journey, adding cards and so on, which is interesting for any UX Designer to fix this issues.
Another learning is that some stakeholders don't want to see their product fail at all. So the presentation must start calmly stating that the research is based on their own customers this way any negative insight should be taken into consideration. What I could have done differently: remote testing with people that don't know the company and testing with older people.