DIGITAL PRODUCT DESIGN FOR TRANSFEREES
When I joined Aires, I was tasked with redesigning the transferee experience to improve usability and overall user satisfaction. I began by conducting user research through interviews and analyzing survey feedback from previous transferees to better understand pain points, behaviors, and unmet needs. Although business constraints required that no features be added or removed, the challenge became rethinking the existing experience to create a more intuitive, user-centered product within the current system framework.
Affinity diagram created from transferee survey feedback to identify recurring themes, uncover user pain points, and reveal broader behavioral trends across the experience.
Key insights from affinity mapping and user interviews revealed several recurring themes:
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The primary reason transferees used the platform was to submit expense reimbursements, yet more than half of all negative feedback centered around the expense submission experience, making it the largest source of user friction.
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Users consistently described the platform as outdated, difficult to navigate, and challenging to understand.
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Critical information was often difficult to locate, particularly previous expense submissions, service status updates, and move-related documentation.
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Many users lacked a proper onboarding experience and felt more comfortable contacting their assigned representative directly rather than navigating the platform independently.
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External resources provided by the company saw low engagement, suggesting they were either difficult to discover or did not align with user expectations and needs.
The original application lacked a clear prioritization strategy, with important information buried across multiple tabs and navigation layers, creating friction and making key tasks difficult to find.
Floating "add expenses" button allows users to always have an easy access to completing an expense form, which is the most important feature for transferees.
The new landing page of the application.
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