UI Designer
UX Designer
User Surveys
User persona
Competitive Analysis
User Stories & Flows
Paper Prototype
Wire-Frames
User Testing
Visual Design
Duration
6 months
Tools & Software
Figma
Looker
Summary: Wise (formerly TransferWise) is a UK-based foreign exchange financial technology company with customers from more than 160 countries. The Verification team is an internal department responsible for conducting risk evaluations and ensuring compliance with regulatory standards. The procedures within the Verification internal department are subject to continuous updates, and these changes are communicated through a messaging platform.
Problem: Agents invest considerable time in reading and comprehending the new procedures. Additionally, the difficulty in accessing this information promptly could lead to errors in the onboarding process, resulting in extended handling times and possible delays in customers receiving their funds.
Customer: Wise customers include people and entities engaging in cross-border transactions, seeking cost-effective and transparent currency exchange services.
Solution: A system designed to share weekly procedure updates and improve customer experience. The enhanced communication method with a more intuitive and visual interface makes it easier and quicker to comprehend and memorize procedures. As a result, it reduces errors during verification, minimizes delays and improves the customer experience throughout the onboarding process.
Throughout the surveys and interviews, it became evident that agents experienced frustration in seeking information and staying current with updates. The user research enabled the clear definition of the project goals:
Improve user experience for both internal and external stakeholders.
Reduce the time spent on solving cases by providing easily accessible and up-to-date information.
Minimize errors caused by miscommunication and hard access to updated information
Encourage teamwork and the exchange of knowledge among teams.
What I've learned: Enhancing user experiences within interior departments can contribute to an improved overall customer experience.
Next Steps: Conduct a new user research to identify additional pain points and user needs, facilitating future iterations.
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