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).
I was the lead designer for this project.
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.
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.
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:
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:
Once you create a new account, we add fake funds to enable you to move and send money.
We redirect them to an INIT page in an in-app browser to help them connect their WU account to their bank.
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.
The user can unlink Western Union account from their bank app.
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.
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.
Once integration is enabled, users can log into this portal to manage features, languages, country expansions,and theming requests.
Users can enable:
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.
Partners' customer representative can access the same system to manage, flag transactions, and update user information from the system.
