Project Overview
At SendByPass, I was the Lead Product Designer. This means I was in charge of all the design work. My main job was to make sure our app and website were easy to use and looked good. We wanted to help people send packages to other countries, and I focused on making this process clear and safe for everyone.
Challenge
As a new platform, we faced several important barriers. The first was the classic cold start problem: without senders, no travelers would join, and without travelers, no senders would come. This cycle made it very hard to get the first users. The second challenge was different cultures and laws. Our users came from countries with different rules and restrictions, so we needed clear and trusted processes. The third challenge was identity verification (KYC). We had to make sure that users were real and could build trust with others. The fourth challenge came from one of our main personas: small businesses. They needed different features and a separate verification process. The fifth challenge was payments. In countries like Iran, online payments are limited, and many users prefer cash. Finally, secure communication was also a key challenge, because users needed a safe and controlled way to talk to each other.
Solution
To solve the cold start problem, we used an MVP approach. Instead of building a full platform, we focused on the simplest user journey: connecting one sender with one traveler for a package. We manually onboarded the first users from personal networks and traveler communities, which helped us get real feedback and build a small trusted community. To address the challenge of different cultures and laws, we designed clear and standard processes so users from different countries could use the platform with confidence. For identity verification, we created personal and business profiles. After verification, users received a trust badge, and business users received a special business badge to increase credibility. For payments, we added a cash payment option next to Stripe, so users in countries with banking limits could still use the service. Finally, to improve security and trust, we built an in-app chat system, so users could communicate safely without external tools.
Design Process
Our design approach followed the proven Double Diamond methodology, ensuring a thorough understanding of the problem space before developing innovative solutions.
01
Research
User Voice
02
Ideation
Idea Spark
03
MVP Build
First Launch
04
Testing
Fast Learning
05
Feature Expansion
Beyond Basics
06
Growth
Loyal Community
In this project, we were inspired by frameworks like Double Diamond and Design Thinking, but we did not follow them in a strict or linear way. The real conditions of the project – such as limited time, the urgent need for an MVP, and different country laws – made us adapt the process to be more flexible.
We went through research, ideation, prototyping, and testing, but some steps were shorter or overlapped. For example, while we were still testing the MVP, we also designed and added key features like KYC verification and the in-app chat system. This mix helped us get real feedback faster while also covering critical user needs.
This experience showed us that design processes are more of a guide than a strict rulebook. What really matters is keeping the mindset of research, user empathy, and continuous iteration at the center of the work.
Impact & Results
We built more than a product; we built trust that enabled growth.
+200%
1,000+
Registered Users
Active users across the platform
New Markets
20+
Countries Reached
Global expansion and trust
+150%
9,000+
Monthly Visits
Consistent traffic growth
These solutions had a strong impact on the growth and trust of the platform. We reached our first 1,000 registered users in a short time and built a small but loyal community. The personal and business profiles with trust badges increased user confidence and made interactions more transparent. Adding cash payments next to Stripe removed barriers for users in countries with banking limits and opened access to new markets. The in-app chat system also gave users more security and comfort, improving the overall experience.
From this project, we learned that trust must be part of the design from the very beginning, not something added later. We also saw that focusing on the simplest user journey and solving real user problems, even on a small scale, can lead to sustainable growth. Finally, creating clear and standard processes for users from different cultures and legal systems was not only necessary but also became a competitive advantage.
My Design Approach in Figma
In my design process, I follow best practices to create a professional and organized Figma file. I use Auto Layout for flexible and responsive design, and I carefully name and structure all layers, components, and variants. Variables are used for Colors, Core-metrics and Typography to keep everything consistent and easy to update. I also build reusable components and variants for efficiency. At the end, I prepare a clean and clear handoff for developers, making the transition from design to development smooth and professional.
From this project, we learned that trust must be part of the design from the very beginning, not something added later.