Discussion guide - User Interview script - FX USP

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If Gemini is unavailable, please feel free to use any note taking plugin of your choice (Granola, Fellow, etc), or simply turn on the Google Meet transcript so the researcher can take it from there.

Remember to keep the conversation open-ended, allowing users to share their experiences and thoughts freely. Adapt questions based on responses to dive deeper into specific areas of interest.

Introduction

Thank you for agreeing to participate in this interview. I'm [Your Name] from Moniepoint. We're conducting research to understand the experiences of Nigerians living in the UK who send money back home. Your insights will be invaluable in helping us improve our services.

Before we begin, I'd like to re-confirm for your consent to record this interview for internal reference purposes only. The recording will be kept confidential and used solely to ensure we accurately capture your feedback. Do I have your permission to record this session?

[If yes, start recording. If no, stop the interview and explain the reward of £50 will NOT be given]

Warm-up Questions (5 minutes)

Could you tell me a bit about yourself and how long you've been living in the UK?

Motivations and Needs (10 minutes)

1. How often do you typically send money to Nigeria?

2. What are the main reasons you send money to Nigeria?

3. Can you walk me through the last time you needed to send money to Nigeria? What prompted that transfer?

4. Who do you usually send money to? (e.g., family, friends, personal accounts)

5. [If sending to themselves] What do you use the money for in Nigeria?

   • [If sending to family] What do they use the money for? Other than your remittance, what are their income sources?

   • Frequency? (same as income cycle?)

     • Avg. remittance amount per month?

6. How do you usually decide when it's time to send money?
   Note to facilitator: If sent regularly, follow up on if there’s a particular date e.g. end of month, once received salary?

7. Are there any specific events or times of year when you're more likely to send money?

Service Selection (5 minutes)

1. Which money transfer service(s) do you currently use to send money to Nigeria?

2. [if more than 1] How do you decide which service to use each time?

3. How did you discover this service(s)?

4. What made you choose this particular service(s)?

5. What factors are most important to you when selecting a money transfer service? (e.g. trust, speed, fees, exchange rates, ease of use)

6. Have you tried other services in the past? If so, why did you switch?

7. How do you typically compare different money transfer options?

Transfer Process (10 minutes)

1. Can you walk me through your typical process of sending money, from the moment you decide to send until the recipient receives it?

2. What devices or platforms do you use to initiate and complete transfers? (e.g., mobile app, website, in-person)

3. How do you usually fund your transfers? (e.g., bank transfer, debit card, credit card)

4. How often do you make a transfer?

5. How much do you send on average each time?

6. Is it the same amount each time?

   • How do you decide on the transfer amount?
     Note to facilitator: amount by recipient’s request, their own income etc.

7. How long does the transfer process usually take from start to finish?

8. Do you track your transfers? If so, how?

Upon Receiving (15 minutes)

1. [If sending to themselves] How do you use the money in your Nigerian bank account?

2. Note to facilitator: we want to understand the value of local banking experience to the user, which can be our differentiator from other competitors with our strong Nigeria presence.

3. Do you spend Naira on a Nigerian debit/credit card remotely from the UK and/or while traveling there? (can follow up on travel spending behaviours)

   • How often do you use your Nigerian bank account?

4. [If sending to family] How does the recipient use the money? (e.g. bank transfer for payments, cash pickup at branch, ATM withdrawals, spend on debit card)

5. Note to facilitator: do they know / care how the recipient uses the money?

Pain Points and Opportunities (10 minutes)

1. What aspects of the money transfer process do you find most frustrating or challenging?

2. Have you ever encountered any issues when sending money?
   Note to facilitator: what first came up to their mind: delays, missing funds, unreasonable rate

3. If you could change one thing about the way you currently send money to Nigeria, what would it be?

4. Are there any additional features or services you wish were available when sending money?

5. How do you manage your finances before and after sending money? Are there any tools or services you use?

6. Do you have a Nigerian bank account? How do you use it now?
   Note to facilitator: do they actively use the money to pay bills, send/request money, receive local income etc.

7. Do you have a personal Moniepoint account? and why?

8. Would you recommend your current service to your friends/family? Why?

9. [If they bring up incentives] What kind of incentives would you value most? e.g. cash rewards, privileged exchange rates

Wrap-up (5 minutes)

1. Is there anything else you'd like to share about your experience sending money to Nigeria that we haven't covered?

2. Do you have any questions for me?

Thank you so much for your time and insights. Your feedback is extremely valuable and will help us improve our services. If you have any further thoughts or questions after this interview, please don't hesitate to contact us.

[End recording]