Lebara

International Money Transfer UX/UI Design

Seamless UX/UI Design for Global Remittance

The Background and Context

Lebara is a well-established telecommunications brand that expanded into international remittance services, aiming to serve migrant communities with affordable and fast money transfers. The challenge was to design a seamless mobile and web experience that aligned with user expectations and industry standards.

The Problem

The existing remittance experience faced several challenges:

Complex onboarding

Users struggled with lengthy KYC and registration flows.

Hidden fee structures

Transparency around fees and exchange rates needed improvement.

Inconsistent UI across platforms

Users expected a more unified experience across mobile and web.

Objective

The project aimed to:

Simplify user onboarding to improve activation rates.

Increase fee transparency by redesigning rate visibility.

Enhance cross-platform consistency with a unified design system.

Boost engagement and retention through improved referral and loyalty programs.

Phase 1

Understanding the Users

Through extensive research and analysis, the following key insights were derived:

  • Users expected an onboarding experience similar to competitors.
  • Rate notifications feature were highly requested.
  • A repeat transfer feature would significantly improve retention.
  • Simplifying the KYC flow would reduce friction and improve conversion.

User pain points

Complicated KYC process led to drop-offs. Users struggled to find the total cost of a transfer upfront. Long loading times affected the perceived trust and reliability.

What users needed

A frictionless signup and verification process. Transparent and clear rate displays before committing to a transfer. Personalised notifications for exchange rate changes and transaction updates.

Research methods included:

Heuristic analysis

Evaluated the app using Jakob Nielsen’s 10 usability heuristics.

Referral program analysis

Assessed the impact of incentives on engagement.

User testing

Analysed usability feedback on different corridors (UK-France, UK-Poland, UK-Spain).

Phase 2

Combining the Insights

Based on research, we defined actionable strategies:

  • Onboarding improvements: Reduced steps and added clear progress indicators.
  • Fee transparency redesign: Displayed fees and exchange rates earlier in the flow.
  • Cross-platform consistency: Established a design system to unify the experience.
  • Referral program launch: Introduced an “Invite a Friend” feature to increase user acquisition.
Phase 3

Design – Building the Solution

Strategic focus areas: Simplify and accelerate KYC and registration. Improve trust with clearer exchange rate visibility. Drive engagement through notifications and referral incentives.

Web App and First-Time User Experience

  • Redesigned onboarding, reducing drop-offs by 28%.
  • Implemented a transparent fee display, increasing transaction completion by 15%.
  • Improved navigation and hierarchy for a faster checkout flow.
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Mobile App Consistency and Activation

  • Introduced a “Repeat Transfer” feature, improving retention by 23%.
  • Added real-time rate notifications, increasing engagement by 12%.
  • Optimised 3D Secure authentication, reducing failed transactions.
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Referral Program & Wallet Success

  • The “Invite a Friend” feature increased new user acquisition by 17%.
  • Launched Lebara Wallet, generating £1 million in revenue within the first few months with no paid advertising.
The Results

Quantitative Outcomes

28%

Reduction

in onboarding drop-offs

15%

Increase

in completed transactions

£1 mil

In revenue

from Lebara Wallet with no ad spend.

Qualitative Feedback

Users:

“The rate alerts are a game-changer. I know exactly when to send money!”

“The referral program made me choose Lebara over Western Union.”

Stakeholders:

Praised the modernised design and its alignment with business growth objectives.

Business Outcomes:

Increased activation and engagement rates.

Strengthened Lebara’s remittance market position.

Scalable design system for future product expansion.

Key Takeaways

This project highlighted the impact of user-centric design in financial services. By tackling onboarding friction, enhancing fee transparency, and improving retention features, we delivered a seamless experience that drove business growth and user satisfaction.