BPN Digital Wallet
This project was developed for Western Union’s Turkey distributor as part of their effort to enter the fintech market. Leveraging their established expertise in money transfer services, the focus of the project was to conduct thorough research to identify market gaps and understand customer needs. Through interviews with branch staff and a diverse group of customers, I created user journeys and wireframes that aligned with the identified opportunities.
You can explore the detailed outcomes of the project, including user journeys and low-fidelity wireframes, in the presentation below that I prepared.
Client
BPN
Year
2021
Project Type
UX/UI and Service
Design
Type of Work
User Research
Market Analysis
Persona Development
Journey Mapping
Wireframing
Challenges
The challenge wasn’t simply to design an interface but to uncover market gaps, address customer pain points, and determine how Western Union’s existing strengths could be translated into a fintech solution.
Given the wide demographic range of Western Union's customers, the project required deep insights into how different age groups, backgrounds, and financial habits shaped user expectations and behaviors. Additionally, it was essential to understand the operational realities within Western Union branches, where staff regularly interacted with customers. Balancing these varied perspectives would be crucial for developing user journeys that resonated across a broad spectrum of users.
Goal
The primary goal of this project was to identify gaps in the fintech market by conducting thorough research with Western Union customers and branch employees. Through interviews with individuals from diverse backgrounds and age groups, I sought to understand their financial needs and challenges. Based on these insights, I developed two user journeys addressing the needs of four distinct personas. The final deliverables included low-fidelity wireframes and user journeys, providing Western Union with a clear roadmap to expand their services in the fintech space.
The final interface and design system were later developed internally by their team, based on the high-fidelity wireframes I delivered.