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WU White label

TL;DR

Western Union was in the middle of creating a SaaS to leverage their industry-leading money transfer services. As a well-known company, they had the largest global footprint of any of their competitors, both digitally and physically.

By licensing out their APIs and retail infrastructure, they allowed partners to integrate WU money transfer services into their apps or websites (think of Bank of America offering you money transfer via Western Union).

Outcomes
Reduced annual cost by
380k
in operation for demo creation
Simplified the on-boarding process for
50
partners around the world

My role

I was the lead designer for this project.

What I did

  • Mapped a service blue print
  • Created a live demo to help partners and sales have a clear understanding of the product
  • Created an admin portal to help partners manage integration

Problem

During the first integration with two banks, I have noticed the following problems:

Sales does not have documentations and does not understand our services thoroughly enough.

Partners do not understand how our flows work and how to integrate effectively.

Some financial partners did not have a development department to help them with integration.

One partner dropped and broke the contract during the on-boarding process.

Mapping the experience

I partnered with a senior designer and started creating a hybrid map to help identify gaps in the flow and identify areas of improvement and opportunity.

Key findings

  • The sales team is manually requesting mockups to showcase features every time they approach a new partner.
  • The partners’ technical team is on going communication without our engineers for any technical questions.
  • Post- implementation reports are shared manually with the team.
  • No clear process exists to add more features after implementation.

Interactive demo for discovery phase

When a bank wants to partner with Western Union, we simply create a money transfer flow mockup themed to match the bank brand, then add it to a presentation for the sales team to use. However, there are some challenges in doing so:

  • Amount of time and resources required
  • Limitations in mockup sent from our sales team
  • Missing flows and features

Solution

Partnering with our lead engineer, we created a simplified bank app to help showcase how our service can be integrated and demonstrate the following paths:

1- Create a mock Bank account

Once you create a new account, we add fake funds to enable you to move and send money.

2- Enabling service and linking WU account

We redirect them to an INIT page in an in-app browser to help them connect their WU account to their bank.

3- First transfer

This flow matches our send-money flow by allowing the user to select a destination, receiver, and payment option.It then brings the user to a receipt page.

4- Disabling service

The user can unlink Western Union account from their bank app.

Partner admin

I wanted to create a portal where users and partners can manage integration, add/remove features, view reports, and create customer support cases. I used lightening design system for this project since it was built using salesforce.

1- How can users view reports

Most requested reports by users were revenue, active users, transactions, average time spent, and drop points.
Once users log in, they will be able to see all relevant info at a glance with the ability to dive in for more details.

2- How can users manage integration

Once integration is enabled, users can log into this portal to manage features, languages, country expansions,and theming requests.
Users can enable:

  • Countries where service is available (which will enable KYC, compliance, and regulations related to that specific country)
  • Language support
  • Range of services (Send or receive money, pay bills, and mobile topup)
  • Payment options (bank deposit, card, wallet, or wire transfer)

3- UI and theming

The app offers four types of integration using a customizable web interface. I wanted to help users select, customize, and showcase contextual brand guidelines that contain all assets required for them to customize the experience.

4- Transaction details

Partners' customer representative can access the same system to manage, flag transactions, and update user information from the system.