Travelex money card
A multi channel pre-paid currency card service
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Company
Travelex
Project keywords
Check out | Service design | Customer journey mapping | Native app | Web app
Project timeline
04/2017 - 10/2017
My role
UX research and interaction design
My responsibilities
Discovery research | Customer journey mapping | Persona creation | Wireframe | Usability testing | Visual direction | Specification |
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Context
Travelex Money Card is a global pre-paid currency card service which has online and offline channels. Customers can buy and reload the card on mobile, web and in all Travelex stores. Since the product launched in 2013, its reload rate had always been quite low added to the pressure of more and more disruptive fin-tech companies such as Revolut eating up market share As such, Travelex wanted to improve the web and mobile products, particularly focusing on improving the reload experience.
Process
Instead of jumping into a product focused process, I decided to take a step back and spent time visiting a couple of Travelex stores in town and at Heathrow airport. I interviewed staff and customers in store, to understand the current customer journey and what are the frustrations and pain points for both the staff and customers.
Photo of a customer collecting an online order
There are lots of paper work involved in this process
Travelex Money Card service customer journey map was created based on the insights collected. Zoom
After the discovery phase, I worked with an agency to facilitate a 3-day workshop. This involved business strategists, data analysts, marketing experts, store staff etc. We gained a deeper understanding of the pain points, constraints of the current service and came up with short, medium and long term plans for the product and service.
Used the journey map created as a starting point to get further insights from stakeholders
We split into small teams to brainstorm ideas for the future of the Money Card service
Detailed design - native app
The mobile app was missing core functionalities e.g. being able to see the transaction history, save payment details etc.
Introduce account registration to native app. Zoom
Introduce multi-currency account and transaction history
Top up widget design Zoom
Payment flow Zoom
A user feedback tool was implemented on the mobile app a few months afterwards and the feedback collected vindicated the insights from initial user research.
Product manager, developers and myself worked together as a team and prioritised a feature list for the iOS and Android app before starting the design process.
We worked together in Trello
New feature example - How much do you need?
Detailed design - web app
Since the web portal has more functionality and it has a wider international user base, it has to support all current functionality.
Example of MasterCard account creation
Example of Travelex top up card journey
Example of web portal final design, prototype available
User testing
Both online and in person testing were conducted for web portal and mobile app account creation and currency top up flow on InVision prototypes and findings were used to iterate the designs.
Screenshot of unmoderated online testing
Screenshot of in person testing
Result
Final designs for both web and mobile were defined after 2 design iterations, this included refining the visual style based on existing UI elements. Each iteration was 3-4 weeks long, with the first half focusing on creating new wireframes, the second half modifying and refining design concepts based on user and stakeholder feedback.