Summary
Named by Bloomberg as a Top G10 forecaster, Tempus FX (now named Monex), is one of the most prominent global financial institutions processing payments for a diverse array of importers and exporters, educational and financial institutions, small businesses, and multinational corporations and associations. Servicing more than 50,000 active commercial clients globally, Tempus was inundated by requests from its customers to add a new feature to its service—the ability to request payments. Up until this point, Tempus customers were only able to send payments to other institutions, so they asked us to come in and build out this new feature.
We leveraged our relationships with some of the top UX researchers and designers in the country to assemble the perfect combination of talent for this unique engagement. After holding a day-long journey-mapping workshop at Tempus, we built out every screen for the new feature, gave it to the developer, and helped Tempus better meet their customers' needs.
Partners
BIXA Research
Lousy Design
Mike Neidert Copy
Services
Journey Mapping
User Research
UX Design
The Challenge
Tempus FX facilitates payments for more than 50,000 commercial clients globally, yet clients were only able to send payments to other companies, not request payments. In order to stop losing customers to its competitors who offered this functionality, they needed to quickly implement a solution that was intuitive to existing users and could be seamlessly added on to their existing framework, as shown below.
The Solution
By pulling in experts from our Collective, we gave Tempus the highest quality work at every turn. We began with a one-day journey-mapping workshop led by BIXA Research's Sarah Weise. Working in harmony with Tempus, we mapped out the current workflows of its payments tool to create a model the new feature would mirror. We then mapped out every customer touchpoint for the new Request Payment feature. Eight hours and hundreds of sticky notes later, Sarah took the work we completed and transformed it into high-fidelity user flows on Miro, as shown below.
The Delivery
From there, we shipped the user flows to our finest UX Designer, Michael Salamon, at Lousy Design. In a few short weeks, he built out screens for every step of the new Request Payment flow. In collaboration with our copywriter, Mike Neidert, the two created more than 58 complete website screens, as shown below, plus sample email communications.
By obtaining routine feedback and sign-off from Tempus along the way, when the finished screens were ready, we packaged them up, and shipped them over to the Tempus developer for immediate implementation.
The Results
By rounding out their suite of services with the Request Payment feature, Tempus now boasts higher rates of customer retention and satisfaction, in addition to enticing new global customers like never before. They are also well-positioned to double the 3.9 million secure payments and $150 billion they process annually.
