Mapping the Remittance
Customer Journey

Seeing how remittances are tangible facilitators of

Financial Tech
Remittance Services
Customer Journey Mapping, In-Context Insights, Service Driver and Barriers Analysis
Product Manager
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

The Work

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 analyzed:

and mapped what their local customer journey is like,
the common clusters of behavior (personas) and
created a model for the elements that drive service provider choice.

We uncovered how variations in customer' lifestyle affect:

how they transact (receive money transfers),
manage their finances and
manage their relationships with the remittance-senders.

The Impact

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.

Project Notes

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

Our Project Partner

“I’m Head of Product for a fast-growing fintech company called WorldRemit. That means I lead teams of developers and UX designers to invent, design and deliver new products and features that serve the needs of users around the world.”

The best bit about my job is getting to know our customers and working out how to serve their needs better.

Angela worked with me and WorldRemit’s mobile team to help us get a better understanding of the recipients of money transfer, and to test a prototype of a new app we’re working on. Her insights were invaluable in helping us make the next iteration of the app more usable and engaging. We hope to work with her again!


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Mapping the Remittance Customer Journey


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