Effortless E-Transfers

Enhancing the mobile money transfer experience by making recipient management smoother and more user-friendly.

ROLE

UX Research
UI/UX Designer

TIMELINE

1 week

01 / PROBLEM

How do we increase convenience and smoothen the user journey for common, yet high-value tasks?

As an RBC Client and frequent mobile app user, I encountered friction in the Manage Recipients and e-transfer flows that made everyday banking feel unnecessarily complex. Curious to understand whether these challenges were personal or part of a broader usability issue, I set out to investigate further.

02 / RESEARCH

To validate my assumptions and reduce the risk of confirmation bias, I conducted several user interviews and usability tests with other RBC clients who regularly use mobile banking.

Results revealed a pattern of pain points around discoverability and efficiency in the mobile app experience.

67% of users struggled to locate and manage their e-Transfer contacts.

Participants characterized their app usage as driven by speed and necessity — using it primarily for quick, high-frequency tasks like checking balances, transferring funds, or sending e-Transfers. This suggested a disconnect between the app’s structure and the expectations of mobile-first users who prioritize efficiency and ease in day-to-day banking.

To better understand why users struggled to manage their e-Transfer recipients, I conducted a heuristic evaluation of the current mobile experience. This revealed two distinct user paths for accessing the Recipients list, each with its own usability concerns.

The primary path involves navigating through a series of nested menus under Settings. This route:

Requires multiple steps, making it inefficient for a task that users often use and expect to be quick.
Relies on unclear terminology. The word "Settings" did not intuitively signal recipient management as one of its options.
Results in user drop-off due to frustration or confusion

Another user discovered a secondary route through the Send an e-Transfer flow. While this path offered faster access, it introduced new usability barriers:

Users were unable to edit recipient information, completing only half the ask
Poor affordance. An arrow icon next to each Recipient falsely implies navigation to a detailed view or Edit Recipient screen, creating confusion and misaligned expectations.

03 / SOLUTION

The original path was buried in deep menus, confusing terminology, and poorly optimized for convenience. I redesigned the More screen to include a customizable quick-access hub, allowing users to pin the shortcuts they use the most.

Personalization not only cut time to complete high-value tasks by up to 50%, it also creates a more adaptive, user-centered experience. It shifts from a static-menu system to a dynamic tool that reflects user's banking habits— making everyday interactions faster and more intuitive.

Users who accessed their recipients through the alternative shortcut hit a dead end— they could view their contacts, but couldn't take action if things needed to be changed. I added a search bar for quick lookup, replaced icons to reveal actions, and introduced the ability to favourite contacts, bringing frequently used recipients to the top.

From a static list to a dynamic, task-focused experience, users can now find who they need and take action instantly— reducing friction, improving clarity, and supporting fast, repeat transactions with ease.