Western Union / Landing Page and Agent Search
The What
This was a small freelance project working with Woolpert, an architecture, engineering, geospatial (AEG) and strategic consulting firm.
I was tasked with providing Western Union with solutions for improving the user experience for their landing and agent search pages.
They needed solutions for both desktop and mobile.
The Why
Western Union felt that their landing and agent search pages weren’t as optimized as they could be.
Based on their user analytics, the clickthrough rates were very low.
Project Specs
Tools
Figma
FigJam
Team
1 product designer
2 developers
1 product manager
My Role
Lead Product Designer
UX Researcher
Timeline
Overall: 3 months
Discovery & Research: 2 weeks
Design & VQA: 2 months
User Analytics
Western Union provided us with slides containing user click data and suggestions for improving the user experience. This was the only information we had in hand to get started on the ideation phase.
Discovery
Findings
After analyzing Western Union's data and reviewing the landing and agent search pages, I found clear issues:
Layouts are too complex
The prospects of bugs — as flagged by a webdev Reddit thread — like missing localization labels on non-landing pages, undermine trust.
The map doesn’t use the full page width.
The “Find locations” CTA could benefit from geolocation lookup/pinpoint map, rather than a separate page.
Mockups
Landing Page
Landing Page with Options
Agent Search Results
Agent Details
Competitive Analysis
Improve localization quality: Audit translations and labels across all landing sections to eliminate placeholder text .
Enhance legitimacy education: Provide clear messaging around legitimate emails/PIN codes, maybe in a tooltip or FAQ—as user confusion is recurring .
Integrate map feature: Employ geolocation to show nearby agent locations inline, reducing click required.
Make app experience concrete: Surface QR code or mini-app demo to encourage install among desktop visitors.
Transparent pricing: Add a simple fee + exchange rate calculator on the main page to match competitor clarity.
