Quick Resend

The problem

WUPOS is the retail software agents use to send money at 500K+ locations worldwide, and it carries hundreds of compliance triggers per transaction. During in-store field visits with agents, we found that 67% of transactions are repeats — same customer, same receiver — yet a repeat took 3 min 9 sec against 3 min 45 sec for a brand-new one. Agents re-entered everything, every time.

“Most of our customers have sent before, but WUPOS doesn’t save the info so we enter it every time.”

What I did

We wrote the problem statement from the agent’s seat, mapped the process, and ran two design explorations before the final one. The first — a customer lookup modal on the home page — collapsed under API constraints: rewired calls, double lookups, heavy payloads. The second moved lookup into the Send Money page and fixed the double call but not the payload.

The final design embeds a streamlined lookup directly in the Send Money flow, with a receiver list that pre-populates the transaction — built around the data the architecture could actually return quickly. Agents tested prototypes at every step.

What happened

Within five months, 83% of eligible repeat transactions used Quick Resend, saving 42 seconds each across 40 countries. Transactions completed in under three minutes rose from 45% to 62%.

Shipping also surfaced the next problem: customers rarely send the same amount, and editing it triggered a second full load. That became the next problem statement in the broader Send Money overhaul.