Rate Alert for International Transfer is a feature that provides personalized, real-time alerts on exchange rates. Users can set their desired exchange rate for specific currencies, and once that rate is reached, they will receive instant notifications through channels like email or WhatsApp.
Transactions rate has been stagnant for the last few months. We need to find a way out to boost the transaction.Â
User research suggested that users didn't know when the exchange rate was changing, and it made them in doubt whether to complete the transaction.
Awareness when the rate change was expected to increase user interest in doing transactions.
Understand the product vision
Craft copy that resonates with Flip's voice, consistent, and aligned with Style Index
Do comprehensive research to support the delightfulness of the copy
Deliver design feedback if there’s any
Understand user pain points, needs, emotional states, and expectations, then give a clear way out to solve the problem
Understand the user's goal and motivation, and the differences between B2B and B2C users.Â
The way Flip speaks up to B2B users is a bit different. This is the challenge. Not only do I need to understand the user’s behavior, I also need to understand how to speak properly to B2B users.
The đź”” icon will be the entry point to create the rate alert.
We want to create alerts when the exchange rate is changed so that user acknowledge the changes immediately and make transactions.Â
The flow is complex because it deals with multiple scenarios, and the product’s vision was still changing.Â
I need to sync with the designer a few times to understand how the feature works.
This modal has a huge role in making users understand and even be interested in trying the Rate Alert feature immediately.Â
The modal will be popping up right after users access the International Transfer page. Therefore, the message should be clear.
The placeholder copy here is a bit vague and the information is not clear.Â
Make the copy clear and avoid ambiguity.
In this sheet, users can see the latest exchange rate and set their expectation for the specific currency.Â
Users also can choose to what medium the alert will be sent. The alert can only be sent for 1 time a day, and it can be sent to both WhatsApp or user-registered email.
The title is too fancy. User don’t read, they skim and they want to understand the context quickly.
Especially when writing on a website, it’s better to maintain brevity. So, we can make it straightforward for the title.
This modal pops up when user wants to create the alert, but the alert for that currency has been exist. In this case, we need to remind user that the alert for USD has been created previously.
User cannot create 2 similar alerts for the same currency.
The title is might concise, but it’s not clear.
Prioritize the information. Make it clear and readable.
I learned that the most important information should be put up front in the message. This principle is not applied in the body. I switched the position and rephrased the sentence to improve the readability.
I’m trying to put my perspective under the user's point of view, and I’m asking myself. What do I want to know when I see this “Alert successfully created” modal? It should not only piece of information.
I thought of two things:
I want to know where and when I can receive the alert, and
How I can manage my alert?
The copy is wordy and takes time to read it.
Make it clear, trim the unnecessary words.
The rate alert feature was released about 2 months ago. And I’m so happy to announce that until the 29th of September 2023, we already have got a good start. We got the following data from the Redash report:
Up to 12,000 alerts are being sent to Flip for Business user
639 transactions were created after user clicked the notification
406 transactions succeed that lead to Rp26,000,000 additional margin
The Rate Alert project taught me a lot of lessons.Â
It starts with being a better collaborator, in gathering context, and I also have to sharpen my attention to detail and consider many things before writing the copy. I often remind myself that being a UX Writer means helping user to solve the problem and be able to walk smoothly through the entire flow of the product to achieve their goal.
Let's check out my other works!