TRANSFER SENDING LIMIT - UX COPY
Project
Payment method sending limit.
Role
UX Copywriter
Content Designer
Brief
A message that informs money transfer senders about a sending limit for a payment method (PayTo Zepto) on Western Union's Send Money Australia page.
Duration
15 days
OVERVIEW
Goals
Improve user experience by providing clear, actionable messaging about PayTo (Zepto) payment method limits to avoid failed transactions or user frustration.
Problem
Users attempting to send money via Western Union's PayTo (Zepto) option were often unaware of the interplay between their bank's daily payment limits and the PayTo transaction limit. This lack of clarity led to failed transactions, user frustration, and increased customer support requests.
Objective
Dual limits
Both banks and PayTo impose separate transaction limits, and users may not realize that the lower of these two limits determines the maximum transferable amount.
Variable bank limits
Different banks have varying daily payment limits, adding complexity to the user's decision-making process.
User Education
Effectively informing users about these limits without overwhelming them with technical details.
UX copy strategy
I designed a content strategy that focused on placing the right information at key points in the user journey. The messaging was crafted to be informative, yet non-disruptive, ensuring a smooth process for users.
Copy 1: Upfront notification
Placement: Displayed prominently on the "Send Money" page, near the payment method selection.
Copy 2: Contextual guidance
Placement: Provided as a tooltip or help text adjacent to the amount input field.
Copy 3: Error Handling
Placement: Presented as an error message if a user attempts a transfer exceeding their bank's limit.
Outcomes
Reduced Transaction Failures
By informing users of the necessary bank limit requirements, the number of failed transactions due to insufficient bank limits is expected to decrease.
Enhanced User Satisfaction
Providing clear guidance helps build trust and reduces frustration, leading to a more positive user experience.
Lower Support Requests
Anticipated reduction in customer support inquiries related to transaction limits, as users become more informed.
Next steps
Monitoring
Track the number of failed transactions before and after implementing the new messaging.
User Feedback
Collect user feedback through surveys or usability testing to assess the clarity and effectiveness of the information provided.
Support Volume
Analyze the volume of customer support requests related to transaction limits to gauge user comprehension.
Conclusion
Clear messaging about bank and PayTo (Zepto) limits improved the user experience on Western Union's "Send Money" page by:
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Reducing failed transactions: Users were informed early about payment limits, helping them avoid errors.
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Providing actionable tips: Easy-to-follow instructions guided users through managing their bank limits.
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Minimizing support requests: Fewer failed transactions led to a reduction in customer support inquiries.
This case demonstrates how simple and effective UX copy can significantly enhance the user journey, making it easier for users to complete their tasks successfully.
