The Challenge

Users needed to choose whether fees came out of their entered amount or were added on top. The total depended on the destination and authentication method: bank transfers carried a transfer fee, while withdrawals without Google Authenticator also incurred an SMS fee. The design challenge was to make those rules clear before users committed to a withdrawal.

Mapping the Fee Scenarios

I mapped the fee scenarios across bank, e-wallet, and internal transfers. This helped me identify when fees applied and where users needed a choice about how those fees affected their money.

Try the original flow to see how users encountered withdrawal amounts and fees before the redesign.

Explore the original flow: select BCA to begin.

Giving Users Control Over Fees

I introduced “Receive full amount” so users could decide what arrives in their account. When enabled, fees are added to the entered amount; when disabled, fees are deducted from it. The option appears only when fees apply and the available balance can cover both the amount and the fees.

Refined Withdrawal Flow

I separated destination selection, amount entry, and review into focused steps. Quick amount buttons reduce typing, while the preview shows the amount received, fees, and total withdrawal together. A swipe up takes users to verification before the withdrawal is completed.

Try the redesign: choose a destination, enter an amount, and review how the fee option changes what you receive.

5:13 PM

Withdraw Method

Internal TransferReku account

Transfer Bank

Transfer Bank BCA407012345 Transfer Bank Mandiri9000030312281

E-wallet

GOPAY0819 ***** 2010 SHOPEE0819 ***** 2389

Verification

ⓘ Activate google authenticator for withdrawals without SMS Fees

SMS OTP sent to +62 8123*****342

Didn't get the code? (29) Resend

Lost your phone number?

1 2 3 4 5 6 7 8 9 C 0 ⌫

IDR

Withdraw Request Submitted

Your withdrawal will be processed within 15 minutes.

Withdraw More See My Wallet

Restart prototype

Testing the Redesigned Flow

We compared the original and redesigned flows with internal peers using two tasks: withdrawing the maximum amount to a saved destination, and a specific amount to a new destination. Both tasks were completed faster in the redesigned flow.

These timings come from an internal comparison. They show an early improvement in task speed, but do not establish performance across the wider user base. Time constraints left convenience and satisfaction unmeasured; the next step would be to test with users and assess how confidently they understand the fees.

Outcome

The redesign gives users a clearer view of what they will receive and a choice in how fees are applied. The internal comparison also showed shorter completion times for both tested tasks.