Re-thinking the withdrawal flow mobile experience
Industry
Fintech
At
Deel
Date
Jan - May 2025
Problem or opportunity area
Deel is an all-in-one global people platform that handles everything from onboarding to offboarding, including payments. Clients hiring international contractors can pay them through Deel, with the funds deposited into the contractor’s Deel balance. Contractors can then withdraw to over 150 countries using various methods, including local banks, SWIFT, wallets, and even cryptocurrencies. This project focused on increasing native app adoption by optimizing the mobile withdrawal experience for contractors (the primary users of our finance flows).
The manual withdrawal flow is one of Deel’s most important and frequently used experiences, with over 288K monthly manual withdrawals and $2.8M in monthly FX-related fee revenue—yet the mobile withdrawal flow, where 50% of withdrawals start, was falling short. Users faced confusing fee visibility, weak FX transparency, and friction in completing the flow on their mobile devices.
My role
I led research and discovery for this project. This was a design-led project that started by synthesizing insights from user behavior data (in Amplitude), reviewing CSAT reviews, and two rounds of qualitative user interviews. I worked closely with product stakeholders to define the project scope, collaborated with engineers to assess feasibility, and partnered with design colleagues as the lead designer, mentoring and co-creating throughout the design process.
solution
A withdrawal flow that lets contractors have flexibility on withdrawal amounts, makes fees more transparent, brings FX information upfront, and brings motion into the flow. A 20-second (or less) withdrawal experience at their fingertips that they can trust. (And the first mobile-first project in the Fintech vertical).
Key outcomes and results
– Currently rolling out the feature and measuring impact, stay tuned –
Detail highlights
Feb - Apr 2024
