Lumen Pay
- Client
- Lumen Financial
- Year
- 2026
- Duration
- 5 months
- Role
- Product design, UX research, Prototyping
- Headline result
- +38% transfer completion
(Overview)
Redesigning a mobile money app used by 400k people, most of them on low-end Android phones with patchy data.
(The problem)
Seven screens stood between people and their money.
Lumen's transfer flow asked for the same details twice, hid fees until the last step, and timed out on slow networks. Support tickets told the story: people weren't confused — they were anxious. Every extra screen was another moment to wonder if the money had gone.
steps to send money
transfer completion
“where is my money?” tickets
(The process)
We sat in markets, not meeting rooms.
I ran 22 interviews with traders, students and moto drivers in Kigali and Musanze, then shadowed agents for a week. The insight that changed everything: people trust a transfer when they can see who it's going to — a face and a name — not an account number.
(The solution)
Show the fee first. Show the face always.
Fees now appear the moment you type an amount. Recipients are shown with their photo and verified name before you confirm. Drafts survive a dropped connection, and a receipt arrives by SMS even when the app can't reach the server.
Aline K.
Head of Product, Lumen