Improving transfer speed clarity in a high-volume send flow
“It’s been a pleasure working with Graham over the past 14 months. He brought senior product thinking to some of our most complex remittance journeys and consistently helped the team make clear, confident decisions in challenging problem spaces. Graham is dependable from early discovery through to delivery, and he has a strong ability to cut through complexity while keeping customer needs front and centre. He added real value beyond execution and was a trusted partner throughout. He’s also genuinely great to work with.”
Overview
A quick read on the brief.
Led UX/UI design for Remitly’s core send flow, focusing on improving clarity around pricing and transfer speed at the point of decision.
Customers lacked clear visibility of transfer speed, making it harder to compare options and limiting acquisition in price-sensitive corridors.
Designing a scalable solution that clearly communicated the combined impact of payment and disbursement methods, while reusing existing patterns and components.
Improved transparency around speed and pricing, contributing to a 20% uplift in customer acquisition.
My Role
I partnered with product and engineering to clarify a key customer decision in Remitly’s transfer flow, how users compare price and speed, and redesigned the experience to improve transparency and competitive clarity.
Clarifying transfer speed and cost at the point of send
Problem
Customers lacked clarity on transaction speed, which limited our ability to acquire new users in price-sensitive markets.
User research highlighting confusion around delivery speed
Quantifying customer expectations across delivery methods
Challenges
The challenge was designing a scalable way to communicate combined payment and disbursement speed without adding complexity or disrupting existing UI patterns.
Product trade-off
The work had to make speed and cost easier to compare without adding another step to a high-intent send flow, so the solution separated payment and disbursement choices while keeping the wider journey familiar.
Communicating payment and disbursement speed without added complexity
Outcome
The solution clarified true transfer speed upfront through separate payment and disbursement selectors, improving confidence at the point of choice and contributing to a 20% uplift in customer acquisition.
