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Understanding User Needs to Reduce Friction for a Global Financial Services Company

Consumers want to know that when they transfer money, they can trust it’s being done safely and reliably. Any inefficiencies or disruptions in the process can add anxiety and erode confidence and trust. A global financial services brand sought to understand which factors matter most to its customers when transferring money, to better evaluate how its services stack up against competitors. It partnered with Material’s UX research team to review and revamp its digital user experience – with the goal of making it easier, more reliable and more satisfying for customers.
  • Assessed user reactions to different potential redesigns of the brand’s web and mobile experience
  • Pinpointed specific points of joy and friction throughout the end-to-end user experience
  • Conducted online moderated UX testing using multiple dynamic web page stimuli for web and mobile experiences
  • Identified that speed and simplicity, pricing and trust and transparency were the most important drivers of consumer choice in money transfer services

Through Material’s UX research, we defined specific recommended parameters for UX design to meet unspoken consumer expectations – such as what information to ask for and when, how many screens/steps to include in the process, what information is helpful and how to declutter the screen. These improvements fell into three categories: page layout and functionality, information requirements and pricing and timing. After implementing these changes, the brand’s money transfer process is now simple and seamless on both its app and website, helping customers confidently send money with ease.

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