Remitly mobile app

The Remitly app allows immigrants all over the world to easily send money to their family and friends back home.

MY ROLE

  • Identified Remitly customers’ goals, needs, and pain points to provide informed designs that continuously improved upon the app and Web experience

  • Led the design of multiple product features in collaboration with stakeholders, product managers, other designers, and engineers

App IA and UI redesign

Before

The app wasn’t optimized for communicating with customers or adding and promoting new features.

After

Transfer card and details redesign

Redesigned transfer cards and details provide better communication with customers about their transfers.

Process: understanding customers through research

Identified user mental models and jobs to be done by conducting card sorts, usability studies, user interviews, and tree tests throughout the design process.

Usability studies

Crucial findings came out of several prototype usability studies on a variety of potential designs.

  1. Bottom navigation was preferred and easier to use

  2. Icons without labels weren’t easily understood

  3. Customers had different mental models around starting a transfer:

    • Some preferred to add their recipient information before beginning a transfer while some preferred to add that information during a transfer.

    • For existing recipients customers expected to be able to start a new transfer:

      • from the Send Money button

      • from a previous transfer

      • by selecting their recipient from a Recipients screen.

Quantitative data: tree test hierarchy

I worked with our research team to launch a hierarchy study that measured task completion rates of 150 participants comparing the existing IA with the proposed IA.

The new app IA showed improvements between 10-25% for successful completion across a variety of key tasks.

Implementation and QA

Prior to implementation, I prepared the design handoff and reviewed it with the engineering team. Then, I tested builds, identified bugs, and provided design recommendations until we had a launchable new app experience.

Foundation for the future

The new design enabled the addition of other exciting and discoverable new offerings.

Some of the other features I designed post-launch:

  • In-app Help Center allows customers to easily search and find help when they need it within the product

  • Language selection during onboarding guided bi-lingual customers to set the app to their native language for easier comprehension

  • Multi-factor authentication secures login by requiring a push notification response or code entry from an SMS text message

  • Transfer history download enabled customers to download a statement of their transfers