CASE STUDY
Enabling people to send money abroad — N26
Nov 19' - Present
🚀 Shipped 2 features for 25 markets, 5+ million customers
🚧 Currently, leading design for smart savings feature
📊 Picked up SQL chops, data-driven design, and talked about our N26 design culture on UXDX event
CHALLENGE
Enable customers to send money in different currencies without hassle
N26 had partnered with TransferWise back in 2016, but the feature was not properly maintained and thus led to many legacy code issues and customer pain points.
CUSTOMER PAIN POINTS
Customers did not know how to send money abroad...
and more than half of transactions failed
❌ More than 50% transactions failed due to technical bugs
😅 Inconsistent and confusing user experience
📞 44% of users contacted customer support
WHAT WE DID

We redesigned the overall experience of sending money in a different current - led to an increase of 65% revenue

It was a team effort and I was responsible for design and delivery of of in-app screens, and alignment across stakeholders. The team consisted of a product manager, 5 developers, and me as a designer. I also had a senior designer as a mentor.
OUR CUSTOMER
“I send money to my bank accounts back home”
I worked closely with an amazing user researcher to understand our customers. From her findings, we narrowed down top 6 use cases people use N26 to send money in a different currency.
COMPETITIVE ANALYSIS
“I could never figure out how to do it through N26. So now I just use other apps..”
As part of desk research, I conducted competitive analysis of 5 competitor banks with 4 key focus areas



🔎 Discoverability: How easy it is to find/know
🍡 Order of tasks: Do one first select a recipient or get a quote
📐 Usability: Overall ease of completing the process
⚠️ Support: Eays of generating trust and confidence during the process
PLANNING
...but where do we start building it from?
Some challenged when you take up a mighty project

🔎 Blurred MVP: no clear outline on what we should absolutely build
🍡 Black hole of dependencies: Tech and legal hurdles which affects design

Considering insights from user research, and metrics, as a team we chalked up some user stories. To further align on what we will build first - keeping in mind both user experience, and tech feasibility - I facilitated a few workshops.
We kept comming back to this mapping whenever we needed to take design or tech decisions, or sprint plannings. This almost acted as our “team agreement”.
INCREASING DISCOVERABILITY
More than 53% did not know they can send money abroad through N26
🥅 No clear entry point
👀 Needed to understand how our users perceived “foreign” vs “local” currency
Just by introducing a new entry point, we noticed a significant increase in transfer volumes, (and customer support calls!)
THE MAKE-OR-BREAK SCREEN
Designing the quote screen
The existing screen was a legacy screen with bad affordances, and unclear fees. After many iterations I came up with two options - Option 1 was in line with our partner TransferWise - whereas Option 2 was more in line with N26.
We did few 15-min sessions with users showing them alternate options firts to gather feedback. While users preferred the bigger amount numbers in option 2, none of them could edit recipient field or understand fees without prompt.

We decided to choose option 1 for it’s clear affordance, and familiar layout as other apps in the market.
WHAT COMES FIRST - QUOTE OR RECIPIENT?
Optimising for foreign currency would mean breaking away from other transfer flows
For all our other “Send money” flows - we first asked our users who do they want to send money to. But when sending money abroad, people first want to know - how much fees am I paying? Am I being charged fairly?!

Option 1 - Follow the same pattern as other “Send money” flows
• In line with hypothese that users feel more secure adding the recipient first

• No fast and quick way to check the fees and rate
• 10x technical complexity
• 10x technical complexity
Option 2 - Breaking the pattern, and putting the quote first
• In line with hypothese that separate entry point will increase engagement, visbility

• Suggested by our partners at TransferWise and technically feasible
• Inconsistent withthe rest of the app
We tested with 20 users, half being shown option 1, and others option 2. They were asked to perform a task and rate their experice on simplicity, clarity, satisfaction scales. Both performed similarly and no conclusion could be made.

We took a decision based on
:
• When asked asked how important was it to know the costs before adding the recipient, which they ranked 4.2 out of 5

• Technical feasibility and timelines
USERS DON'T READ
“..looks like some marketing thing!”
I tried several iterations to clearly communicate our partnership with TransferWise and it’s benefits. I also worked very closely with our content writing team to refine the content we finally show.
VALUING USER'S DATA PRIVACY
Creating transparency around how we link their N26 and TransferWise accounts
As part of redesign, we also wanted to bring in more transparency around when we create an account for our users, how we link, and de-link them. These were intricate flows, which I closely worked on with our tech and product team.
IMPACT IN NUMBERS
We increased number of customers by 35%
While I can’t share the exact numbers, but to show the impact we’ve had since the overall redesign of the experience by the team
• Increased monthly revenue by 62%
• Increased number of customers by 35%
• Decreased Transferwise CS related costs by 45%
WORD AROUND THE TOWN
Some good words
“She took responsibility over TransferWise redesign flow, taking care of all the tiny details (even translations!) in a very organised way”

“She took care in digging into any kind of detail, from design tiny things, to translations, while keeping focus also on the bigger picture”


Press
TransferWise announcement
FinExtra: N26 x TransferWise
Other Projects