Wire Money

Case studies:

Project

The Cross Borders Online Wires (CBOW) project focused on redesigning the Wire Money experience, enabling users to transfer funds seamlessly to individual or business accounts, both domestically and internationally. The initiative began with a collaborative Design Thinking Workshop, where the team identified user pain points, gathered insights, and aligned with key stakeholders, including technology, business analysts, and product owners. Armed with this information, the team ideated and developed wireframes and prototypes, exploring innovative design solutions to modernize and enhance the Wire Money user experience.

Challenges

Traditional methods for sending cross-border payments via wire transfers no longer align with customer expectations for ease of use, cost efficiency, or transparency. With the emergence of innovative market entrants offering alternative ways to send money internationally, 80% of businesses now avoid wires altogether, and 28% of Wells Fargo consumers opt for non-bank providers.

Additionally, the project faced challenges related to accessibility and responsiveness. The React framework and component specifications required significant updates, as the existing design system was not fully optimized to deliver a seamless, responsive experience across all components.

Solutions

Analysis of CBOW customer data revealed significant drop-offs during the Add Recipient flow. The findings showed that users often wanted to explore sending money primarily to check fees and exchange rates but encountered a lengthy and cumbersome process. This frustration led to many users abandoning the flow before completing their intended tasks.

Modernized Online Wires customer experience and integrated with new Cross Border experience into a centralized hub
Reduced data inputs per screen; create a more linear flow (created a 75% reduction in required inputs to allow user to explore sending Money with Fees and Exchange Rates shown earlier in the experience) 16 inputs/interactions down to 4
Provide integrated real time exchange rate calculations
Made fee information available earlier in the flow
Addition of “Compare Options” in a prominent place to provide users the ability to compare, check fees and rates per user feedback on pain-points
Reduce data inputs per screen; create a more linear flow
Provide integrated real time exchange rate calculations
Make fee information available earlier in the flow
Implement a more scalable UI to incorporate future product offerings
Make design responsive across device

Usability Testing

Full Usability Testing Sessions for Mobile
Rapid Assessment Test for Mobile
Full Usability Testing Session for Desktop

User Flow Diagram

New Features List

Designed a new modernized wire experience

Created a more linear, responsive flow with user-centered functionality early and prominent in the experience.
Designed and added a new and improved amount entry interaction

This will allow the user to quickly discover the best exchange rates, check on fees in addition to limits and options for user to determine the best way to send.
Design Bank Lookup Tools for SWIFTBIC and IBAN Calculator

Reduce data inputs per screen; by providing tools to assist user in complex required inputs
Add new fields for recipient

Included are optional fields for recipient email address, Recipient phone number – International and Domestic.