# Research summary
source: https://developer.mastercard.com/cross-border-services/documentation/experience-design-guide/research-summary/index.md

### What we learned was invaluable {#what-we-learned-was-invaluable}

We asked hundreds of consumers to test Cross Border Services and provide feedback over several rounds of testing. Below are the summarized research criteria and results, which we used to update and improve our XBS experience.

### Design Quality Score results {#design-quality-score-results}

The Design Quality Score is one of the several CX metrics leveraged by Mastercard to quantifiably measure the quality of the design, experience, and content. In a Design Quality Score study, consumers are asked to interact with the design of a concept and gauge how well that design meets their needs. Each study is graded on three overarching Themes - Emotion, Ease, and Effectiveness.

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We tested with 263 participants across two markets - EU and AP. We specifically recruited people who regularly use digital apps and mobile wallets to send and receive money internationally. **The experience scored a 90 out of 100 in the EU and 84 out of 100 in the AP.**
![Overview](https://static.developer.mastercard.com/content/cross-border-services/uploads/research-summary-1.png)

### What we tested {#what-we-tested}

* Cross border payment to a new recipient
* Cross border payment to a saved recipient
* Payment tracking

![Overview](https://static.developer.mastercard.com/content/cross-border-services/uploads/research-summary-2.png)

### What we learned {#what-we-learned}

* Most end users found the fees, exchange rate and total to be clear and affordable across the payment flows. Providing details such as fees and transfer time made it easier for the end users to choose a suitable payment option.
* Ability to control who should cover the fee was noted as an innovative feature.
* The transparency provided by the experience mitigated end-user concerns around security and created a sense of trustworthiness. Consumers felt that the ability to track payments made the money transfer app more reliable.
* Almost half of users said they would cover transaction fees when sending money, but the other half said that their decision depends on the payment's purpose and their relationship with the receiver. They expected business recipients to pay the fees, but not family.
* 59% of end users said they would prefer to delay delivery by a day to lower the overall cost of the transaction. However, their choice could change depending on the urgency of the situation.
* 12% of the users expressed confusion around the meaning of '15 min' and how it is related to the FX rate.
* Around 14 end users in AP were curious about the feasibility of the cash pickup option shown. \* In terms of endpoint preference, 62% of users across EU and AP say they prefer to send international payments to a bank account as it feels the safest. 31% of users across EU and AP selected digital wallets since it feels easier, faster and more affordable. No user-selected cash-pickups in the EU region. But 16% of users preferred cash pickups in AP, especially to send money to recipients without a bank account.

### Outcomes from research {#outcomes-from-research}

As a result of our research, we updated the flows with more information around the 15 minute guaranteed exchange rate, the source of the FX rate and details on how cash pick-up will work.

Next: [Prepare for launch](https://developer.mastercard.com/cross-border-services/documentation/experience-design-guide/prepare-for-launch/index.md)