— The Client

INTERMEX

— Services

Digital Transformation, Product Design, Agile, UX Design, CX Strategy, User Research, Usability Testing, Journey Mapping, UI Design, Financial Services Experience Design, Omnichannel Experience, Human-Centered Design (HCD)

— The CHALLENGE

A global leader in money remittance services…

Intermex built its reputation on fast, secure wire transfers delivered through retail terminals at authorized brick-and-mortar locations across the U.S. As customer expectations shifted toward digital convenience, the company faced pressure to evolve beyond its traditional retail model.

Intermex launched a mobile app to meet this demand, but adoption was low and ratings poor, just 2.7 stars in Apple’s App Store on 35 reviews. What began as a need to improve the mobile app quickly became a broader challenge - creating a consistent, seamless experience across mobile, web, and retail to meet customers wherever they are with the services they need most.

— The APPROACH

Intermex partnered with Informed XP (IXP) to lead a comprehensive experience transformation.

We began with deep research, including field studies, contextual inquiries, customer observations, and agent interviews. Insights were synthesized into journey maps and themes, guiding stakeholder workshops and prioritization. Heuristic evaluations of existing interfaces provided immediate, actionable usability improvements.

Building on this foundation, IXP designers worked with Intermex agile teams to accelerate delivery and establish design operations. We developed Mint, a custom design system ensuring scalability and consistency. Our work then extended work to retail experience transformation, creating an integrated, omnichannel strategy spanning mobile, web, and point-of-sale (POS) platforms.

— The IMPACT

App ratings jumped from 2.7 to 4.8 stars with over 17,000 reviews, while digital revenues surged nearly 50% year-over-year, driving record growth for Intermex’s digital business.

The results were transformative. From mobile app to retail POS, intuitive interfaces and streamlined processes now enable quick, secure transactions in fewer steps. In store transaction time dropped from more than 2 min to approximately 30 seconds, while recurring transactions could be completed in as little as 10 seconds. Customers embraced the new mobile experience. App ratings jumped from 2.7 to 4.8 stars with over 17,000 reviews, while digital revenues surged nearly 50% year-over-year, driving record growth for Intermex’s digital business.

Through a research-driven, human-centered approach, Intermex now delivers convenient, affordable financial services that help customers send, spend, and manage funds with ease -  connecting families and fueling opportunities worldwide. This success helped solidify Intermex as a prominent player in the remittance space, culminating in its acquisition by Western Union in August 2025. The engagement illustrates the power of human-centered design to deliver scalable solutions that create value, accelerate business outcomes, and transform customer experiences.