Mondial Relay — improving the send journey
Features I added to the send journey to reduce time-to-task and improve conversion. Screen recording is in French only — the app was never localised to English.
Context
When I joined the Mondial Relay team, the send journey had just launched as an MVP. Conversion was hovering around 32% on both platforms.
Features
Previously, users could only search for a delivery point by postcode or city name, then navigate the map to pick a locker. Looking at the funnel, I found users were spending over 3 minutes on this step — and it was where we saw the steepest drop-off, losing about 20% of them.
Following industry standards, we added the option to enter a precise address. A small visual change, but it alone lifted conversion by 10–12%.
Added an address book that pulls saved data from the backend, letting us pre-fill recipient details and their preferred delivery point — reducing time-on-task significantly.
Designed and usability tested a flow allowing users to send parcels without printing a label. The feature was eventually pulled due to insufficient readiness on the logistics side.
Added Apple Pay and PayPal as payment options alongside the existing debit card flow. We built the integration independently from Adyen, which increased revenue per label and reduced our dependency on their infrastructure.
In response to the EEA's focus on payment accessibility, I thoroughly documented the entire send flow to ensure compliance. We passed the audit in good shape — just two critical issues across the whole app, and 38 items to address in total across iOS and Android.
