Overseas Remittance App Revamped, Achieving Improved Loyalty and Reduced Development Costs

SBI Remit Co., Ltd. (Headquarters: Bunkyo-ku, Tokyo; Chairman and CEO: Nobuo Ando; President and CEO: Mirei Kimura; hereinafter referred to as SBI Remit) and i3design Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Yoichiro Shiba; hereinafter referred to as i3design) have renewed the overseas remittance app "SBI Remit App" to improve the user experience.

While the app supports remittances to over 200 countries and regions, challenges included user churn due to decreased app convenience and increased cost of functional improvements due to a complex development environment.

i3design addressed these challenges by comprehensively handling UX research, UI design, and front-end development, jointly achieving improved loyalty and reduced development costs.

"SBI Remit App"

▼Case study article here

https://www.i3design.jp/cases/remit/

Background and Challenges

Inquiry Costs and Decreased Market Competitiveness Due to Usability Issues

Due to decreased app convenience, inquiry volume and internal workload became strained. It was recognized that improvements were needed in terms of operability compared to competing services. As a result, there was a risk of user churn.

Increased Functional Improvement Costs Due to Complex Development Environment

Since the development environments for the web and app differed, implementing new features incurred significant costs. The scope of areas requiring modification was also extensive, leading to ballooning costs.

Need for Enhanced Security to Prevent Fraudulent Use

In response to the increase in financial fraud damage, financial digital products were required to have more advanced security measures.

Project Overview

【"Three Pillars" to Remain Chosen by Diverse Users】

The "SBI Remit App" supports nine languages and is used by diverse users with different languages, cultures, and IT literacy.

i3design promoted a fundamental renewal based on three pillars: "Improving Ease of Use," "Enhancing Development Productivity," and "Strengthening Security Features."

Thorough "User-Centric" Experience Design to Prevent Confusion for Diverse Users

UX/UI issues were identified through expert reviews and usability tests, and the tone and manner were redesigned based on the "trust and sincerity" of a financial institution. By organizing the input flow, implementing error guidance, and establishing pathways to encourage self-resolution, an experience was realized where users can proceed with transactions with peace of mind.

Building a Development Foundation to Keep Pace with Market Speed

The scattered iOS and Android source codes were integrated into a single codebase using a cross-platform framework, significantly reducing modification costs and the effort required for impact analysis. Furthermore, by adopting a WebView-based hybrid app, a system was built to reflect the latest information in the app simply by updating content on the server side.

Robust Security and Stable Operation to Protect Valuable Assets

Through the implementation of anti-phishing measures and multi-factor authentication, users are strongly protected from the risks of increasingly sophisticated fraudulent use. A global stable operation infrastructure utilizing cloud services and encryption of all communications has created an environment that can be used safely and comfortably both domestically and internationally.

Results and Future Outlook

Comment from Mr. Iwamoto of SBI Remit Co., Ltd.

Through this initiative, we had an opportunity to deeply consider how to express "trust, safety, and peace of mind" as an experience in relation to the core mission of "protecting and reliably delivering remitted money."

By focusing on the details of the UI, we improved a sense of security and ease of use. The meticulous design process enabled an intuitive and seamless experience.

As a result, we received feedback that it is "easy to see and easy to use," which has also led to improved proposal capabilities and increased trust in the overall service. We will continue to make improvements from a user perspective, further enhancing usability and reliability.

▼Case study article here

https://www.i3design.jp/cases/remit/

【SBI Remit Company Information】

Company Name: SBI Remit Co., Ltd.

Business Activities: International remittance, electronic payment agency, banking agency

Location: Sumitomo Fudosan Otowa Building 4F, 2-9-3 Otsuka, Bunkyo-ku, Tokyo

Representatives: Chairman and CEO Nobuo Ando, President and CEO Mirei Kimura

Established: 2010

Official Website: https://www.remit.co.jp/

【i3design Company Information】

Company Name: i3design Inc.

Business Activities: Digital Innovation Partner Business

Location: NMF Aoyama Ichome Building 3F, 8-1-22 Akasaka, Minato-ku, Tokyo 107-0052

Representative: President and CEO Yoichiro Shiba

Established: 2006

Official Website: https://www.i3design.jp/