PROJECT
WeSwap
ROLE
UX Design
UI Design
1. Onboarding. WeSwap wanted to present the benefits of their peer-to-peer currency exchange product and app through an easily decodable onboarding experience.
2. KYC. WeSwap wanted better conversion from their KYC process so they could get more users to convert their first transactions.
3. Interface. WeSwap wanted to make the wallet load and swap functionality intuitive to reduce the learning curve of the app.
Improve brand perception and user’s trust expectations through an attractive interface and educational first experience.
Increase awareness of the value of the Load & Swap feature, ensuring users understand and appreciate the product’s benefits.
Boost retention rates and lifetime value by creating a positive experience that fosters brand advocacy and drives user referrals.
Research revealed that the site's wording and messaging during signup needed improvement, as users struggled to grasp the core benefits of the product. Identified the onboarding process as a key opportunity to clarify the product's advantages through enhanced messaging that highlights its primary benefits. Conducted a trial using various messaging options, testing both WeSwap users and non-users in quick tests to determine whether the main advantages were clearly communicated, could be recalled, and whether they would engage with the product.
The focus of the onboarding space is to get users to experience the core benefits of WeSwap's product as quickly as possible. Researched best practices to source valuable insights from tested approaches that could be leveraged to build familiarity for users experiencing the product for the first time. Improved UX copy to frame each screen around user benefits and establishing the updated UI, visual branding and engaging animation of the app.
Conducted a competitive analysis examining KYC processes and compiling results in a comparison table. The key finding was their adoption of new verification tech like video ID and document scanning, with most expecting new users to complete KYC within 3 to 10 minutes. Interviews also showed that travel money customers prefer self-service for KYC.
As a travel currency exchange platform, WeSwap sees seasonal spikes in new users, making identity verification crucial for conversion. To create a more automated identity verification system that is swifter and replaces the outdated authentication methods the operations team integrated LexisNexis to Identity Verification Checks and minimise disruption.
Conducted a competitive analysis examining KYC processes and compiling results in a comparison table. The key finding was their adoption of new verification tech like video ID and document scanning, with most expecting new users to complete KYC within 3 to 10 minutes. Interviews also showed that travel money customers prefer self-service for KYC.
As a travel currency exchange platform, WeSwap sees seasonal spikes in new users, making identity verification crucial for conversion. To create a more automated identity verification system that is swifter and replaces the outdated authentication methods the operations team integrated LexisNexis to Identity Verification Checks and minimise disruption.
The redesigned onboarding and KYC process, along with the introduction of the refined brand styling and fresh interface, set the product on a new growth path. User research and testing validated that these improvements led to a more intuitive and engaging experience, resulting in positive feedback, enhanced brand perception, and a clearer understanding of the product offering. Aligning the design and functionality to give users a more transparent view of the product offering showed a shift toward strengthened trust and confidence in the product.
A clearer path from sign-up to first transaction.
The redesigned onboarding streamlined identity verification, reduced ambiguity in compliance steps, and reframed KYC as a guided experience rather than an obstacle. Creating a single conversion journey, to provide a more confident first-use experience for customers.
Pandemic Note
Global travel restrictions during covid-19 significantly impacted the prepaid travel sector. While WeSwap ultimately ceased trading, the work demonstrates how complex regulatory requirements can be translated into clear, human-centred product experiences.
