Objective
eToro is a social trading and investment platform that allows users to trade stocks, cryptocurrencies and other financial assets.
The objective of this project was to redesign the user journey for depositing and withdrawing funds, with a focus on enhancing transparency and clarity around currency conversion fees.
Define
Through user research, I discovered that non-US users expressed significant frustration with the lack of clarity surrounding currency conversion fees they encountered when depositing and withdrawing funds.
I created an affinity diagram to outline the scope of the process, which proved instrumental in determining the design direction. This exercise enabled me to pinpoint three key areas of the user journey to prioritise and focus my efforts on.
Mapping Ideas Through Sketches
I began with hand-drawn sketches to explore layout ideas quickly, focusing on usability and core functionality.
Sketches to Wireframes
I transitioned from hand-drawn sketches to mid-fidelity wireframes, refining layout, navigation, and content placement.
Wireframes
Before embarking onto preliminary user testing and high fidelity mockups, I brainstormed on potential UI designs, illustrating wireframes to get a feel for the app and it's core features.
I then transformed these sketches into wireframes, and created a prototype using the monotone wireframes which I used to conduct preliminary usability testing.
Designs
The designs create an intuitive app experience for customers. The new app provides users with the ability to process and monitor account transactions whilst on-the-go. This improved the overall users banking experience.
Manage everyday banking
at your fingertips
Green Money App is the ultimate easy banking app.
It provides users with the ability to manage their accounts, save money, make international transfers, all safely and securely within the touch of their fingertips.
Green Money
HEX
#71FF2F
Forest Green
HEX
#4A8227
Mint
HEX
#96D778
Rich Black
HEX
#000000
Wireframes
To lay the groundwork for preliminary user testing, I started by brainstorming and sketching design concepts. I then converted these sketches into wireframes and built a prototype, which I used to conduct early-stage usability testing.
Design
After testing, I chose to amend existing copy to clarify the journey for customers, whilst keeping the new design consistent with the current design.
After further testing and iterations, I explored some additional options which I presented to the stakeholders, and they were approved and carried forward.
health claims
Because updating your claims should be easy.
Wireframes
I created wireframes to map out key screens and user flows. This helped refine interactions and layouts, ensuring a user-friendly experience. The process allowed for iterative improvements before moving to higher-fidelity designs.
Design
The new designs provide clarity, ease of use, and accessibility, ensuring a frictionless experience from start to finish.
A streamlined four-step clear and concise process designed to guide users seamlessly through claiming their reward gift card.
By simplifying each step and incorporating user-friendly design elements, the claim process minimises confusion and enhances user satisfaction.
Design
The new designs emphasise clarity by providing transparent information on fees upfront and incorporate intuitive visual cues to help guide users through each step.
I restructured the user flow to ensure a seamless experience for both EUR and USD transactions.
Enjoy the freedom to
deposit, and trade fee-free.
With eToro Money, users’ EUR and USD accounts work seamlessly together, allowing them to choose the optimal currency for their strategy—without any extra trading fees.
Design
After testing, I chose accordions for benefit limits to give customers viewing control and extended the billing table to include potential shortfall amounts and reasons.
Following discussions with Legal, Compliance and Risk, we amended the copy to provide clarity for users. After further testing and iterating, I explored some additional options which I presented to the stakeholders, and they were approved and carried forward.
The new designs allow customers to intuitively view benefit limits and shortfall amounts in MyAviva's claims section, eliminating the need to contact customer services for assistance.
Results
The new designs have so far had a marked improvement in how users view benefit allowances and shortfall information, and has undoubtedly reduced the amount of contact made with customer services regarding benefit allowances and shortfall amounts.
The new “View and update existing claims” card on the make a claim page emphasized to customers that there was a difference between starting a new claim and viewing or updating existing claims. The wording and layout of the make a claim page is also simplified and concise.
Result
The new designs have so far had a marked improvement in how users update existing health insurance claims. This has resulted in an 87% reduction in the creation of duplicate claims.
Results
The redesign led to a significant improvement in user satisfaction and efficiency. After implementing the new flow, user feedback showed a 30% reduction in complaints related to currency conversion fees.
Once users submit their claim, they receive confirmation that their claim is received, and is being processed.
Results
The new designs had a marked improvement in conversion rates, and an 87% reduction in the amounts of complaints received regarding reward gift cards (within the first six months of the designs being live).
