Applying service design in a fintech product team

Currencies Direct were the first money transfer provider in Europe, starting in 1996. Currencies Direct has over 20 branches across Spain, specializing in international money transfers, property purchase payments, and currency exchange with no transfer fees.

The product team was responsible for the digital experience of the service and how it integrated with the overall customer experience.

In a small team of five designers I was asked to champion and improve the UX practise in the team.

I focused on bringing human-centered and service design techniques into the product delivery process. I hired a dedicated customer research lead, encouraged competitor analysis, and mapped customer journeys and service blueprints.

Whilst I was there Currencies Direct rebranded to Redpin.