User-centric design for a global remittance platform
WorldRemit
Remittance Mobile App UX UI redesign
The Background and Context
WorldRemit is a leader in the digital remittance space, enabling users to send and receive money in over 130 countries and more than 70 currencies. Known for its convenience and accessibility, the company sought to enhance its mobile and web platforms to meet evolving customer expectations and drive product growth.
The Problem
The existing WorldRemit platform faced several challenges:
Outdated design
The interface lacked modern design principles and created friction for users.
Complex flows
Complex navigation made completing transactions difficult.
Retention optimisation
Key areas such as recipient screen usability and onboarding flows needed improvement to boost engagement.
Objective
The project aimed to:
Redesign the platform with modern and user-focused flows.
Optimise retention through improved onboarding, KYC processes, and seamless user journeys.
Introduce a new wallet concept to expand service offerings.
Phase 1
Understanding the Users
After conducting in-depth evaluations and comparative research, the following key insights were derived from user feedback and analysis:
- Users prefer familiar navigation patterns that align with established standards, reducing cognitive load.
- Clear and prominent placement of key dashboard elements, such as profile images and notifications, improves usability and engagement.
- Streamlining content hierarchy creates a more intuitive experience, enabling users to locate essential features quickly.
- Transparency in transaction flows, with clear step-by-step guidance, increases user confidence and reduces abandonment.
- Personalised notifications, such as FX rate alerts and transaction updates, significantly enhance user engagement and retention.
User pain points
Users struggled with outdated designs, complex navigation, and unclear processes.
What users needed
A seamless, intuitive interface with personalised notifications and clear information.
Research methods included:
Heuristic analysis
Conducted an evaluation based on Jakob Nielsen’s 10 usability heuristics, identifying where the design succeeded or failed in terms of usability.
Competitor benchmarking
Explored apps within and beyond the banking domain to define user expectations and best practices.
Usability testing
Observed user interactions with prototypes to identify bottlenecks and validate design assumptions.
Phase 2
Combining the Insights
Based on the evaluations, we prioritised actionable strategies for design and optimisation:
- Retention optimisation: Redesigned recipient screens and onboarding flows for better engagement.
- Product expansion: Introduced a wallet app concept to broaden service offerings and improve usability.
- Experience improvement: Focused on modernising flows and enhancing user satisfaction through thoughtful copywriting.
- Prototyping: Created interactive prototypes to validate user flows, ensuring that they addressed pain points and aligned with user expectations.
Phase 3
Design – Building the Solution
Strategic focus areas: Simplify global and local user journeys. Improve onboarding and KYC flows for a seamless start. Expand functionality with a new wallet concept for peer-to-peer transfers and additional services.
Mobile app UX/UI Design
- Designed two products: an international money transfer app and a wallet app concept.
- Developed improved flows for onboarding and KYC processes.
- Enhanced usability with clear, user-focused copywriting and modernised navigation.
Wallet app concept UX/UI Design
- Created designs for storing funds, sending money to peers, and accessing additional services like insurance and payments.
- Prioritised intuitive interfaces and scalability for future feature expansion.
The Results
Quantitative Outcomes
30%
Retention improvement
Faster, simpler flows drove more successful transfers.
5-10%
Conversion growth
Redesigned flows and expanded service offerings boosted user engagement.
Qualitative Feedback
Users:
“The app is so much easier to use and navigate now!”
“The wallet feature is a great addition—it’s convenient and flexible.”
Stakeholders:
Praised the modernised design and its alignment with business growth objectives.
Business Outcomes:
The updated platform attracted more users and increased satisfaction.
The wallet app concept positioned WorldRemit for future growth in financial services.
Key Takeaways
This project highlighted the importance of modern, user-focused design in improving engagement and retention. By addressing key pain points through heuristic analysis, competitor benchmarking, and validated prototypes, we delivered measurable outcomes that enhanced both the user experience and the business impact.