Sendwave is a global platform that simplifies international money transfers, enabling users to send money quickly and securely to loved ones abroad.
Leading the initiative, I conducted extensive market and user research to ensure the proposed loan feature aligned with Sendwave's core mission of simplicity, as well as the actual financial needs of the users. This phase involved balancing the conceptual design with rigorous standards for user experience and compliance, setting the stage for future development.
Initial research indicated promising potential for the loan feature, with projections showing significant user appreciation for its relevance and an increase in user trust and satisfaction. These early insights suggest that the feature could significantly enhance Sendwave’s service offering, reinforcing its commitment to innovation and leadership in the financial sector.
Discovery Phase Activities
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Stakeholder Interviews
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User Interviews
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Market research
Unmet User Needs
There was a strong demand from users for a lending feature. Integrating this required ensuring the feature was seamlessly accessible and intuitive. The challenge was to incorporate user feedback into a functional design that met their needs without compromising the simplicity and efficiency of the Sendwave experience.
Regulatory and Immigration Complexities
In the highly regulated world of international remittances, ensuring compliance with global financial regulations is crucial. Additionally, accommodating users with diverse immigration statuses added another layer of complexity. The challenge was to maintain Sendwave’s compliance without losing its user-focused approach, ensuring the platform remained adaptable and strictly within legal parameters.
Tech Diversity and Interface Design
Sendwave’s user base spans a vast spectrum of devices, from the newest iPhones to older Samsung models. Crafting an interface that offers a consistent and seamless experience across this broad range of devices was paramount. This challenge involved numerous design iterations to ensure that every user, irrespective of their device, had a flawless experience with Sendwave.
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Integration with STILT’s Loan Application
Recognizing the unique financial needs of Sendwave’s diverse user base, particularly immigrants and underserved communities often neglected by traditional financial institutions, I identified STILT as an ideal partner. STILT, noted for its inclusive lending practices that do not require an SSN or extensive credit history, was perfectly aligned with our mission.
After proposing STILT as a solution, the company moved forward with integrating STILT’s loan application process into the Sendwave platform. This integration streamlined the loan application experience and provided Sendwave users with access to customized loan offers from partnering financial institutions. This strategic move has reinforced Sendwave’s dedication to inclusivity and financial accessibility, broadening the impact of our services and enhancing user satisfaction.
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Intuitive Design with Legal Compliance
Integrating the Personal Loan feature into Sendwave was more than just a technical update—it was underpinned by a rigorous research phase that ensured compliance with financial regulations. This thorough understanding allowed for the seamless addition of a Personal Loan button within the existing app interface, enhancing user experience without disrupting the familiar layout.
To mitigate the risk of oversight in such a complex process, I implemented a system where users receive a detailed compliance email when they initiate a loan application. This dual approach of in-app clarity and email confirmation ensures that all necessary legal information is transparent and accessible, thereby minimizing user error and maintaining a balance between simplicity and comprehensive compliance.
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Variability & Accessibility
During the research phase, I discovered that while our primary audience for Sendwave includes users from the US, Canada, and the UK, a significant portion also resides in countries across Africa and the Middle East. This diverse geographic distribution highlighted the need for our designs to be both simple and efficient, ensuring accessibility across varying internet connectivity conditions.
Further insights revealed that many users, especially those from underdeveloped regions and underserved communities, were utilizing older generation phones. This critical finding guided my design process to ensure that our interfaces were not only responsive based on screen size but also fully compatible with older device models. This approach was vital for maintaining a high-quality user experience across the board.
To address these needs, I focused on creating lightweight designs that would perform well on any device, ensuring fast load times and operational efficiency regardless of the hardware used. Comprehensive device testing was integral to this process, validating that our solutions met the necessary standards for usability and performance across all intended user groups.
Looking back, my Sendwave experience reaffirmed that design goes beyond aesthetics—it's about solving challenges that affect real lives.
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