REMITLY GLOBAL
• Case Study - Resolutions & Amendments

Portfolio Project
RESOLUTIONS & AMENDMENTS

OPPORTUNITY

Driven by a business goal to reduce customer service contacts related to resolving transaction issues, or upgrading sending limits we began our design process by we gathering feedback from customers. This data indicated that customers preferred self-help tools to waiting in CS queues. Critical moments requiring resolution arose during different phases of the customer journey.

Spanning various departments including Customer Service, Compliance, Fraud, Engineering, and Product - the project also required a bottom-up redesign of related technical architecture. Ensuring clarity and flawless usability related to sensitive financial transactions was paramount, especially without direct assistance from customer service agents.

Building a solution for this blocker would positively impact both the customer experience and Remitly earnings as customers would not be blocked from sending money, and be able to upgrade their status to send higher amounts more frequently.

APPROACH & STRATEGY

To understand these essential elements, we initiated a review of existing data and and captured additional insights through generative research methods. I also looked at funnel metrics, and complemented this with in depth 1-1 interviews with customers to understand their pain points during their journey.

Through a combination of generative and evaluative research methods, I developed a design and product strategy that guided the designers and their development squads. We rapidly considered ideas using design sprints to test concepts while iteratively building out the design system, content design, and final prototypes to hand off to development.

PROCESS & METHODS USED

Research & Strategy
Competitive analysis, Secondary research, Diary studies, Contextual inquiry, Customer interviews, Concept testing, Usability testing, AB testing, Benchmarking; Product/design strategy, Product design roadmap

Product & UX Design
Storyboards, Wireframes, Customer journeys, Design sprints, JTBD / User stories, Personas, UX & Product design, Content design, Prototypes, Design strategy, Design roadmap

To begin my discovery process, I reviewed customer service logs, ran country specific surveys, and looked to funnel metrics to identify points of abandonment. We complemented this data by conducting a competitive analysis, reviewing secondary research, and a running a diary study with customers who had upgraded or indicated they wanted to upgrade their send limits.

Digesting this data, we ran on a 7-day design sprint, collaboratively diving into cross department requirements. We rigorously tested three prototyped solutions using mixed method research techniques with key customer cohorts. Initial results validated our high-level design and product strategy.

Working closely with department leaders, we subsequently ran three additional cycles of testing and revision, ensuring scalability for our teams and progressively refining our concept for optimal effectiveness

RESULTS

Customer journey map
Illustrates highs and lows of their experience after diary study, usability testing, contextual inquiry, and surveys

Outtakes from design sprint with product team
Understanding the problem, its dependencies, and v1 functionality for contextual inquiry and usability testing