Rethinking account details

2023

Helping customers to find and use their account details to receive money.

Helping customers to find and use their account details to receive money.

About

Created new way for customers to explore their account details and learn how to use them.

Role

Product designer (Receive team)

Tooling

Figma & Usertesting

🎯 Improve discoverability & learning

Based on customer contacts and observed user behaviour we learned customers struggle to find, understand and use account details. What makes this especially difficult for Wise customers is that Wise has multi-currency accounts and therefore every account has their own set of account details customers need to be educated on.


✨ Hypothesis 1: An entry point to account details within the entry point improves discoverability, ease-of-use and communicates that account details are connected to the currency.


✨ Hypothesis 2: Showing local details by default, making international ones available through interaction, helps choosing the right details and makes it easier to compare the two sets of account details to scan their differences.

🌏 Across all currencies

Along discovery we learned it is difficult for customers to know which details to use to get paid like a local and how to get paid globally. Picking the wrong details can lead to higher fees, longer processing speed and sometimes the payment might not come through at all.

  • Account details are at the top, reusing a familiar navigation.

    Top navigation

  • Account details are available next to the transactions.

    Tabs

  • ✨ Asking specifically for the country people want to receive money from, removes cognitive load needed to understand the concept of local and international.

    Question

  • ✨ Asking specifically for the country people want to receive money from, removes cognitive load needed to understand the concept of local and international.

    Question

  • ✨ Asking specifically for the country people want to receive money, removes cognitive load to understand local and international.

    Question

  • ✨ Some account details are more important to customers than others. Those are also the ones changing when receiving internationally.

    Primary details

  • ✨ Some account details are more important to customers than others. Those are also the ones changing when receiving internationally.

    Primary details

  • ✨ Leading with a visualisation helps with understanding context.

    Cards

  • ✨ Leading with a visualisation helps understanding context.

    Cards

🧪 Other hypothesis we tested

During ideation we created a range of different concepts, that we tested to decide which one we want to add to the product.