Digital Bank Transfers

As the UX/UI designer on a new digital banking app team, one of my responsibilities was identifying user experience issues and continuously improving the app's usability.

When I checked our transfel funnels, I found a significant drop-off rate in the the transfer flows, 35% from first two screens.

With the pain points, opportunities and user expectations defined, I ran a brainstorming session with members from different teams. We then visualized the solutions as low-fidelity wireframes and high-fidelity prototypes for testing.

Based on what we learned, the transfer experience was redesigned around four changes.

We merged all transfer types into one transfer action. Transfers between the user's own accounts were removed from the transfers screen, since the data showed most users made them from the accounts screen.

With all transfers merged, we used progressive disclosure to divide the flow into steps, so users focus on one task per screen. The first step asks for the destination country, so users only see the fields relevant to a local or international transfer, since some countries, like the USA, don't use IBAN.

For international and different-currency transfers, users can enter either the amount to send or the amount the receiver gets, so there are no hidden fees. Before, users had to reach the review screen to see how much would be deducted from their account.

We redesigned the save beneficiary checkbox as a more prominent toggle. If users miss it, a bottom sheet reminds them to save the beneficiary after the transfer is done.