Customer Journey Mapping, In-Context Insights, Service Driver and Barriers Analysis
WorldRemit, a global FinTech startup for ethical and accessible remittance services, is on its sixth year and was awarded two more rounds of investment funding just months apart.
Because its goal is to provide the easiest and most efficient means of sending money abroad, its product team integrates user insight into their iteration process.
Exploring the motivations and context that make up the relationship of remittance receivers to remittance senders — to build on the learnings from the first research project
We facilitated their Philippine discovery research phase: in-context interviews (also called contextual inquiries, a practical type of ethnography), together with WorldRemit's Product lead.
We uncovered how variations in customer' lifestyle affect:
Alice Newton, WorldRemit's Product Head, shared the report and video introduction to their company, and board members, to help the company understand one of their key markets, and plan their new website and feature iterations accordingly.
The Philippine Statistics Authority shares that there are 2.4 Million overseas Filipino workers (not even including overseas migrants). They send money home, powering the flow of remittances which, in one month alone, can reach up to $2.1 billion. This shows us how many individuals and families potentially rely on and receive remittances