Iain Harrison
© Iain Harrison

PagoFX MVP

International payments app launch

Company

PagoFX (Santander)


Project name

PagoFX MVP


Role

CX Design Lead


Date

Mar – Sep 20

PagoFX was a new application created within Santander group as a kind of internal startup. It’s goal was to provide users an easy and cheap way to send money abroad and challenge the dominant player in this space which at the time was TransferWise. I was hired as CX design lead to help the team finish and launch the MVP application in the UK, make successive improvements to the experience and manage and grow the design team and it’s capabilities.


Context

When I joined the team they were in the middle of developing the MVP using a design agency based in the UK. I took over design leadership and supported the team to finish all the outstanding functionality, specifications and deliverables across both web, native app and the accompanying marketing/promotional website. We went live with our MVP in the UK in April 2020


Web user journey (new user)

Problems withe the IBAN

Soon after we launched one of the first issues we could see was a big drop off in the funnel at the recipient details screen. The data seemed to suggest that users may be finding it difficult to enter the IBAN number and there were a number of hypothesis for this such as not having the user’s details to hand, not understanding that we didn’t support the account or country they wanted to send to (the currency selection was on a prior screen) and not formatting the number correctly to help the user avoid mistakes.


Using a brainstorming session with product we worked on some improvements. We introduced inline formatting of the number as the user typed, fixed the logic so that error checking wouldn’t fire until a valid IBAN length had been reached for the currency in question and updated our form patterns in our design system so the field would stretch in height for countries with long IBANs so the full number could always be seen.


We also explored an design draft where the user could ask the recipient to enter the details instead.

Improvements to the IBAN field on recipient details (opens new window)

Web navigation improvements

In this role I was responsible for the marketing website as well as the product design and the marketing team were very busy designing content and landing pages to promote our new app. I could see we had design distinctions and differences creeping in between the marketing web and the web app which ultimately in this case where part of the same user journey. I wanted to make sure we had a navigation structure across the web that made sense so we ran some IA testing to come up with some suggested improvements to solve for both findability and UX consistency.

Web navigation testing and proposals (opens new window)

KYB improvements

As you can see from the MVP web journey we had already planned to launch the app for business users and whilst we rolled out the launch in the UK and made some of the fixes mentioned above the design team was hard at work testing and finalising the business user journey. It was particularly important to get the KYB (know your business) process right as this was the big difference in the UX from the individuals user journey.


This was being led by one of the designers in my team but during testing we noticed that a lot of users got lost during the part of the process where they needed to define the directors or shareholders of the company. I noticed that we had a lot of steps in this area of the process and made a hypothesis that our screens could be consolidated as shown in the diagram below.


This helped the designer to see that areas could be streamlined and simplified and we worked together on a new prototype with these changes incorporated

Suggested improvements to the KYB flow

(opens new window)

PagoFX for business MVP