LuLu Money

International Money Transfer Mobile & Web App UX/UI Design

User-centric design for a global remittance platform

The Background and Context

LuLu Money is a leading digital remittance platform serving over 5 million customers worldwide, enabling users to send money securely and instantly to 170+ countries. The platform offers competitive exchange rates, a variety of payment options, and a real-time transaction tracking system.

The Problem

Despite its global reach and strong reputation, LuLu Money faced key UX/UI challenges that affected conversion, activation, and retention across web and mobile applications.

Onboarding and KYC drop-offs

due to complex verification steps and lack of clear guidance.

Inconsistent user experience

across mobile (Android/iOS) and web, leading to usability inefficiencies.

Low engagement in transaction tracking and notifications

impacting user confidence in the service.

Objective

The project aimed to:

Redesign the onboarding and KYC flows to improve activation and reduce drop-offs.

Enhance UX/UI consistency across platforms for a frictionless experience.

Improve transaction tracking and engagement to increase user trust and retention.

Phase 1

Understanding the Users

Through extensive research and user testing, the following key insights emerged:

  • Users needed clearer guidance during KYC to reduce drop-offs and build trust.
  • Providing real-time transaction updates and proactive notifications significantly increased engagement.
  • Optimising UX for different payment methods improved transaction completion rates.

User pain points

Users struggled with confusing KYC steps, inconsistent transaction visibility, and limited engagement features like notifications and real-time updates.

What users needed

A streamlined, intuitive, and transparent remittance experience

Research methods included:

A/B Testing

Simplified KYC steps reduced drop-offs by 25%.

Improved CTA placement on the home screen increased sign-ups by 40%.

Real-time transaction tracking UI improvements boosted user engagement by 30%.

Competitor benchmarking

Compared with Wise, Remitly, and Western Union, focusing on transaction speed, fee transparency, and onboarding efficiency.

Usability testing

Mobile app tests showed that users struggled with recipient selection due to unclear UI elements.

Web usability tests indicated that adding “Guaranteed Amount” upfront improved user confidence and reduced abandoned transactions.

Phase 2

Combining the Insights

Based on the research, key design priorities were established:

  • Onboarding and KYC simplification: Reduced steps and provided clear visual guidance.
  • Enhanced transaction tracking UI: Improved status updates and notifications.
  • Optimised fee visibility & payment methods: Ensured clarity and transparency in exchange rates.
  • Prototyping & Testing: Created interactive prototypes to validate UI changes before full development.
Phase 3

Design – Building the Solution

Strategic focus areas: Refine onboarding flows to make KYC effortless. Improve real-time tracking & notifications for better engagement. Ensure UX consistency across web and mobile for seamless navigation.

Web First-Time User Experience

  • Redesigned sign-up and KYC flow to reduce drop-offs by 25%.
  • Introduced a step-by-step verification guide, improving completion rates.
  • Optimised homepage CTA placement, leading to a 40% increase in registrations.
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Mobile App UX Consistency and Activation Improvements

  • Developed a centralised design system to ensure UI consistency across Android, iOS, and web.
  • Applied atomic design principles for scalable and flexible updates.
  • Improved transactional notifications to provide proactive updates and boost engagement by 30%.
  • Streamlined recipient selection process, reducing confusion and increasing successful transactions.
The Results

Quantitative Outcomes

25%

Reduction in KYC drop-offs

from a simplified onboarding flow.

40%

Increase in homepage registrations

due to optimised CTAs and content structure.

30%

Increase in engagement

from improved real-time transaction tracking and notifications.

Qualitative Feedback

Users:

“The new KYC process was so much easier to complete!”

“I love how I can now track my transfers in real-time.”

Stakeholders:

Praised the data-driven design approach and scalability of the UI system.

Business Outcomes:

Increased user activation through improved onboarding UX.

Higher retention rates due to better transaction tracking and notifications.

Consistent UI across platforms, making future updates more efficient.

Key Takeaways

This project demonstrated the impact of data-driven UX design in optimising remittance experiences. By leveraging A/B testing, usability research, and a scalable design system, LuLu Money improved conversion rates, enhanced onboarding efficiency, and strengthened user confidence—positioning itself as a leading global remittance solution.