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About Onbe
Onbe’s global transfers product is a cross-border payment solution designed to enable fast, cost-effective, and secure international payments. Supporting transactions in over 175 countries and more than 145 currencies, This product offers features like FX transfers, International ACH payment methods, and same-day delivery, This caters to a variety of use cases, including global payroll, vendor payments, and consumer refunds, empowering businesses to expand their global reach.
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My Role
As a UX/UI Designer at Onbe, I was responsible for enhancing the user experience of the global transfers product’s interface, which was used by businesses to initiate and manage cross-border payments. My role involved redesigning the platform’s dashboard and transaction flow to make it more intuitive, ensuring that users could easily navigate the system, select payment methods, and track transactions with confidence, while also making the design responsive across devices.
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Project Overview
The project centered on improving Onbe’s global transfers product, a platform that allows businesses to send payments to recipients in over 175 countries, supporting a wide range of currencies and payment methods. The goal was to optimize the user interface and streamline the transaction process, making it easier for businesses to manage international payments while reducing errors and improving transparency, with a responsive design that extended to the mobile app.
The Problems
The original interface of Onbe’s global transfers product faced several usability challenges that hindered the experience for business users:
The dashboard lacked clear visual hierarchy, making it difficult for users to quickly find key information like transaction status, available payment methods, and currency options.
The transaction initiation process was overly complex, with a cluttered layout that confused users when selecting between payment methods like FX transfers or International ACH, leading to a 20% error rate in payment setup.
Users struggled to track cross-border payments in real time, as the interface did not provide clear updates on payment status or delivery timelines, resulting in frequent inquiries to customer support.
The design did not adequately highlight critical details like exchange rates and fees, causing a lack of transparency that frustrated users and eroded trust in the platform.
The lack of a responsive design meant the interface was not optimized for mobile use, limiting accessibility for users on the go and creating inconsistencies between desktop and mobile experiences.
The Solution
To address these issues, I led a comprehensive redesign of the global transfers product’s interface, focusing on usability, transparency, efficiency, and responsiveness across devices. The key improvements included:
Redesigning the dashboard with a clean, intuitive layout that prioritized key information, such as transaction history, payment method options, and currency selection, using a clear visual hierarchy with distinct sections and color-coded statuses.
Simplifying the transaction initiation process by creating a step-by-step workflow with guided prompts, reducing the complexity of selecting payment methods and ensuring users could set up payments accurately.
Adding a real-time tracking feature to the interface, allowing users to see the status of their cross-border payments at every stage—from initiation to delivery—along with estimated delivery timelines and confirmation of receipt.
Enhancing transparency by prominently displaying exchange rates, fees, and estimated costs upfront during the payment setup process, ensuring users had all necessary information before confirming transactions.
Building the designs to be fully responsive, ensuring a seamless experience across desktop and mobile devices. After the completion of development, we aligned the mobile app to parity with the desktop version, extending the improved UI to mobile users.
The Results
The redesign yielded significant improvements across both desktop and mobile platforms:
The streamlined transaction initiation process reduced the error rate in payment setup by 15%, from 20% to 5%, ensuring more accurate payments on both desktop and mobile.
Real-time tracking and improved dashboard navigation decreased customer support inquiries related to payment status by 35%, as users could independently monitor their transactions across devices.
User trust and satisfaction with the platform increased by 50%, as reported through feedback surveys, due to the enhanced transparency around fees and exchange rates on both desktop and mobile.
The overall time to complete a cross-border payment transaction was reduced by 25%, enabling businesses to manage global payments more efficiently.
On the mobile app, post-alignment results were particularly impressive: transaction completion time decreased by an additional 20% due to the optimized mobile experience, and mobile user engagement surged by 40%, reflecting the success of the responsive design and parity alignment.
