EMQ SEND - Visual&UX Design
About Visual Design -
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Brand: EMQ SEND
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Role & Scope:
Mascot Design & Animation: Steffi Huang
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Marketing Director: Genevieve Li
Product Manager: Jason Kung
Community Managers: Cora Lanting (Philippine) / Steven Tjandra (Indonesia) / Grace Pham (Vietnam)
Project Vision
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EMQ SEND is a community-led platform that continues to provide over 100,000+ migrant workers in Taiwan, including Filipino, Indonesian, and Vietnamese, with a fast, secure and affordable money transfer service.
Bringing the identity of each community is essential while serving Vietnam, Indonesia, and Filipino members. To increase attention and approach potential customers, those mascots become virtual ambassadors across our online and offline events.
With the full support and cooperation from the Customer Service team, EMQ SEND takes the chance to make a difference for migrant workers in Taiwan.
About UX Design -
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Role & Scope:
Visual, Interaction, and Tutorial: Steffi Huang
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UX Design Lead: Chingchun Huang
Product Manager: Mark Sia
Community Managers: Nico Lucero (Philippine) /
Ryan Huang (Indonesia) / Scarlett Hoang (Vietnam)
Customer Service: Melanie Chang (PH) /
Keani Tjong (ID) / Leslie Kao (VN)
Get to know the users:
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Activities-
We had customized tons of offline events based on the characteristics of each community to engage with customers pre-covid. Such as a beauty pageant for the Philippine community, one day tour to Sun Moon Lake with the Indonesian community, an exciting soccer tournament for the Vietnamese community, etc.
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We started focusing on online events after the pandemic. We had Livestream, an online competition, and quizzes for the raffle on our Facebook page.
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Survey -
We got the support from CS team and community managers to do the survey and helped customers to register to our app at the event site.
Compensation -
At the offline events, we gave away branding collaterals such as tote bags, masks, and water bottles as compensation to whom complete the registration.
For online events, we sent out Free Transfer Coupons, gift cards, and even smartphones as compensation.
Background Vector Designed by pikisuperstar / Freepik
Language barrier causes difficulties and makes users feel insecure while opening a bank account, failing a transfer, asking for a refund, etc.
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Pain points
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1) The name on OVD does not match the name mentioned on the forms
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2) Uploading of disrupted image; The image does not match the restrictions
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3) The indicated document id is not correct
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Solutions
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Users can reach out to Customer Service via the “Chat” feature in the app, or ask questions through our Facebook pages. We also provide the step by step tutorials in 3 different languages to guide the users.
