A benchmark study on the user experience of sending money online

UX designers rarely have the occasion to do benchmark studies of an industry, and when they do, it’s usually to compare themselves to their competitors, which means the results of those studies are rarely published.

At Monito, our job is to compare and review money transfer providers to help our users find which one is the best for their transfers, which is why it made sense for us to make an in-depth assessment of the user experience offered by ten leading money transfer providers in our industry.

The result is one of the most extensive studies ever published on the user experience of sending money online, based on 50 user tests recorded in collaboration with UserBrain.

It is both a great ressource to inform our users about how easy it will be to use different providers and for providers themselves to learn about how they can improve their services.

We used a 10-criteria grid to evaluate the user experience offered by the providers included in our study.

The report highlight the difference in the user journeys between providers

We made a detailed analysis of each provider

When I started working on the final report, I searched the web for good examples of UX benchmark studies, but probably becaused of the reasons highlighted in the introduction of this post, I couldn’t find any.

I hope that by sharing our report, we can inspire other people working on UX benchmark studies. The report can be downloaded for free here.

If you have any question on our methodology or the results, I’m happy to answer your comments.