Travelex money card
A multi channel pre-paid currency card service
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Check out | Service design | Customer journey mapping | Native app | Web app
04/2017 - 10/2017
UX research and interaction design
Discovery research | Customer journey mapping | Persona creation | Wireframe | Usability testing | Visual direction | Specification |
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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.
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.
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.
Detailed design - native app
The mobile app was missing core functionalities e.g. being able to see the transaction history, save payment details etc.
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.
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.
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.
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.