Seamless global transactions for business growth
Skrill
International money transfer Mobile and Web app UX UI design
The Background and Context
In 2018, Skrill, part of the Paysafe payment group, set out to launch a new international remittance service. This would allow users to transfer money globally with ease, aiming to disrupt the market and compete with leading players like PayPal and Wise.
The Problem
The existing Skrill platform lacked the infrastructure to support this new service effectively, and we faced several challenges:
User Onboarding Friction:
Complex flows led to high drop-off rates, particularly for new users unfamiliar with remittance services
Fee Transparency:
Users found fee structures unclear, leading to mistrust and incomplete transactions.
Scalability Issues:
Skrill’s design lacked a cohesive system, making the integration of new services time-consuming and inconsistent.
Objective
The goal was to research, strategise, and design:
A seamless web UX/UI flow for the remittance service.
A mobile-first integration within Skrill’s app to serve on-the-go users.
A scalable design system to future-proof the Paysafe product ecosystem.
Phase 1
Understanding the Users
After conducting a two-week intensive research sprint to identify user pain points and expectations, the following key insights were derived from user feedback and analysis:
- Fee visibility is critical
Users demand upfront fee breakdowns to proceed confidently. - Mobile experience drives engagement
70% of users relied on their mobile devices for quick transfers. - Streamlined onboarding builds trust
Simplified flows significantly reduced drop-offs and improved user retention.
Current Frustrations
What obstacles were users facing in completing transfers?
What Users Needed
What features or experiences would build trust and drive conversions?
Research methods included:
User interviews
Observed user interactions with prototypes to identify bottlenecks and validate design assumptions.
Competitive analysis
Benchmarked against leading remittance platforms like Wise and PayPal to identify opportunities for differentiation.
Usability testing
Observed user interactions with prototypes to identify bottlenecks and validate design assumptions.
Phase 2
Combining the Insights
With research complete, we synthesized the findings into actionable strategies:
- Affinity mapping
Grouped pain points into key categories to define priorities. - Customer journey mapping
Identified gaps and inefficiencies across the user flow. - Feature prioritisation
Focused on building fee transparency, mobile-first navigation, and seamless onboarding.
Phase 3
Design – Building the Solution
With a tight deadline, we prioritised actionable solutions to address user pain points and deliver a scalable design.
Web app UX/UI Design
- Developed a streamlined transfer process, reducing steps by 30%.
- Integrated upfront fee breakdowns into the user flow, building trust and reducing drop-offs.
- Designed an intuitive onboarding experience for first-time users.
Mobile-First Approach
- Built a mobile-first experience optimized for quick transactions, catering to on-the-go users.
- Prioritized seamless integration of the remittance service within Skrill’s existing app.
Paysafe Digital Hub
- Designed a centralized hub to house all Paysafe services, enabling users to navigate between offerings such as card management, crypto, and lending with ease.
Other assets
- Created a modular design system to ensure consistent branding and fast iteration for future updates.
- Established reusable components that accelerated the design-to-development handoff.
The Results
Quantitative Outcomes
24%
Increase in Conversion Rates
Faster, simpler flows drove more successful transfers.
37%
Reduction in Drop-Off Rates
Transparent fees and intuitive onboarding rebuilt user trust.
20%
Boost in User Retention
Returning users engaged more with the new dashboards.
Qualitative Feedback
Users:
“I now know exactly what I’m paying upfront—makes the process much easier.”
Stakeholders:
Praised the design system’s scalability and alignment with Skrill’s global brand.
Business Outcomes:
– The new service met its ambitious growth targets, capturing significant market share.
– Skrill solidified its position as a competitive player in the cross-border payments space.
Key Takeaways
This project demonstrated the power of user-centric, scalable design to address real-world pain points while achieving measurable business impact. By combining research-driven insights with strategic prioritisation, we delivered a solution that balanced user needs with business objectives.