Visa // Mobile Remittances

With the rise of mobile banking, the product innovation team at Visa was keen to understand global remittances and develop a mobile app that could satisfy the growing demand for such a product.

Phase one of the research took the form of digital ethnography and qualitative depth interviews across Europe, Latin America, and Africa. This enabled us to create a customer typology and map different customer journeys, complete with common needs and frustrations at each stage.

Phase two of the research involved online concept development groups of an early stage mobile remittances product. Combined with the contextual insight from phase one, we were able to identify problems and suggest appropritate fixes, ultimately leading to the development of Visa Direct and partnerships with a range of global remittance providers.