Content design, design system, data, legal, and customer support.
Overview
Our main goal was to change from an app where people hold crypto into a tool for everyday payments. We redesigned the transaction system. This included transfers between users, payment links for non-members, and international bank transfers. We made these processes smoother while keeping security and compliance high.
Starter Problems
Mental Model Mismatch
Our original flow did not match the intuitive structure users were accustomed to from apps like Venmo or PayPal. Users struggled to distinguish between choosing a funding source and a payment destination.
Ambiguous Terminology
Labels such as "Select Payment Method" were confusing. Users often could not tell if they were selecting their personal payment source or the recipient's receiving method, leading to hesitation.
Unclear Security Feedback
Security and scam protection screens felt like a barrier rather than a safeguard. The lack of explanation for why a transaction was flagged caused unnecessary user anxiety and drop-offs.
Fragmented Navigation
Essential actions like adding a new contact or starting an international transfer were hidden, making the core task of sending money feel more complicated than it needed to be.
* All the information comes from past research, data reports, user feedback, and prior experience.
Research and Discovery
Research Process
Crypto Education: Understanding the basics of the crypto world.
User Feedback: Researching user sentiment towards the app.
Benchmark Analysis: Examining competitor products.
As-Is Mapping: Mapping out the current flow.
Previous Research: Studying past research reports.
Product Analysis: Analyzing other products and services within the app ecosystem.
We used qualitative testing, research, and direct user feedback to understand the user journey.
Stakeholder Kickoff
Working with internal teams like Risk, Support, Legal, and Data helped us map existing processes and understand technical limits.
Methodology
We tested with 5 participants, ranging from crypto beginners to experienced users, using remote usability testing. Before using the prototype, they completed a card sorting activity to show us how they naturally organize online payments.
Recorrent Users
Individuals already familiar with the crypto ecosystem and the platform’s "Anything-to-Anything" model.
New Users
Individuals who primarily rely on conventional banking services and have limited familiarity with crypto.
User side
Mental Models: Users expect a flow like: Choose Contact, Enter Amount, Choose Funding Source, Review.
Perception: Users like the clean interface, professional look.
Company side
Crypto Expert: Uses traditional banks for daily needs; low crypto use for payments.
Strategy: Moving from a storage app to a payment tool.
Validation: The redesign, including a search hub and better warning screens, helped build trust.
User side
Terminology: Labels were confusing.
Finding Contacts: It was hard to find "Add New Contact" and international options.• Anxiety: Security warnings were abrupt and lacked explanation.
Company side
Scoping: The initial plan was too broad.
Alignment: There was a gap between design and development timelines.
Operations: Recruiting took too long.
International Payments: Add international options directly into the main "Send" button and search bar.
Contact Management: Keep the "Add Contact" button visible at all times.
Fee Transparency: Show estimated network fees when choosing the funding source before the final review.
Better Communication: Make security warnings educational by explaining why a transaction was flagged.
Clearer MVP Scoping: Define the project scope clearly at the start with product and engineering leaders.
Design and Development
Payment Links
Created an easy way to send money to people who do not have an account.
Contextual Warnings
Changed abrupt security alerts into helpful messages that explain the reason for the check.
Fee Transparency
Added clear conversion rates and network fees before the final confirmation.
Notes Field
Added a space for transaction notes, which helps users track their spending.
Documentation & Handoff
Compiled thorough documentation of the interfaces and workflows to guarantee a smooth transition for the technology and product teams throughout the implementation process.
Expected Results
Higher success rate for P2P transfers.
Clearer navigation for international payments.
Reduced user anxiety regarding security warnings.
Improved transparency regarding network and transaction fees.
Success Rate: 100% success in P2P transfers and payment links.
Efficiency: Reduced time to complete P2P payments.
Trust: Better user feedback on fee clarity and security.