Digital Payments
& Remittances
Cash reigns supreme in many markets because it is (notionally) free to transact and its tangibility confers trust. Digital payment experiences can’t just be equally good—they should be an order of magnitude better. Designing for financial confidence can encourage more last mile users to embrace the advantages of a digital money, ultimately building on ramps to other financial services.
When last-mile users see a digital payment or remittance product, they’re thinking...
HOW CAN I…
...gain any more by paying digitally than in cash?
...be sure that I’ve got the best possible price for this transaction?
...know that I am sending my money to the right place?
...track where my money is, the same way I can see it move from my hands?
...get help quickly if something goes wrong?
...easily convert my cash to digital money (and vice versa)?
Moments that matter
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Communicating Value
Let users see how digital payments benefit them now and in the future
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Making A Transaction
Help users overcome the fear of mistakes, and strengthen their mental models of digital payments
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Tracking Payments
Show users where their money is now, where it's been in the past, and where it could go in the future.
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Troubleshooting
Use design to reduce the possibility of errors, but when they do happen, show users you are there for them
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Cashing In and Cashing Out
Help users easily cash in and cash out through trusted nearby agents
