Remittance UX Optimization
UX optimization for MOIN, a cross-border remittance service. Reduced onboarding friction and improved transaction completion — by redesigning identity verification, input flow, and fee transparency.
Year
2021
Role
UX Strategy, Product Design, UI Design
Contribution
85%
Focus
Completion rate, drop-off reduction, transaction flow
Challenge
User acquisition was climbing. Completion rates weren't. Users were drawn to MOIN's lower fees and safer transfers — but dropped off before finishing. The funnel had serious friction at identity verification, transaction input, and fee comparison.
Problem
Remittance is a high-stakes action. Users needed confidence at every step — and the flow wasn't giving it to them. Drop-off spiked at identity verification. Input errors caused anxiety mid-transaction. And even after completing a transfer, users were flooding support channels to recheck their details. Three conversion blockers. No clear fix in the existing design.
Solution
Restructured the entire remittance flow around the three points where users were losing confidence and dropping off: 1. Reduce friction in identity verification 2. Minimize error risk during transaction input 3. Reframe fee and rate data as decision drivers — not disclaimers
+15%
remittance completion
-37.8%
Drop-off during transfer flow
Ready to ship?
Pick a plan. Submit your first request today.
No calls required.
