Welcome To Your Digital Wallet
Redesign a client's mobile-focused wallet interface, supporting wallet users managing their cryptocurrency funds.
In anticipation of this partnership, our UX team was responsible for creating a mobile-focused responsive redesign of the digital wallet interface.
Mood board Creation, User Interviews, User Surveys, SWOT analysis, Affinity Mapping, Persona Creation, Task Scenario, Usability Testing, Iteration & Synthesis
Google Forms, Google Slides, Sketch, Sticky Notes, Pencil & paper
User Research, User interviews, Surveys, Scenario tasks, Usability testing, Persona creation, Ideation & synthesis. I was part of a four-person UX team
Bitcoin Now Available At Kiosks
Initial Assumptions from stakeholders:
1. Users want to redeem cash into Bitcoin
2. People want to make money and use it to send overseas.
A simple trustworthy scalable wallet that caters to expansion goals of managing 20 currencies.
To represent the trust, security, and support for crypto-curious users, I created this mood board to spark creativity in our design.
Deeply understand the business and cryptocurrency space
Define the challenges and explore the human context
What is cryptocurrency?
Prioritize customer needs, behaviors, and expectations
What are the wallet user's goals?
Prototype, test, and validate problems and touchpoints
what components will enable people to use this wallet?
Cryptocurrency wallet mobile-responsive redesigned.
what can we learn from wallet user feedback? what can we do better in the next version?
Finding The Heartbeat Of Our User
To gain insights into understanding our current and potential users to shape our wallet redesign. I tasked our team to watch the Netflix documentary 'Banking On Bitcoin'.
Our team gained a shared understanding of cryptocurrency by learning what conversations were happening in this space.
Key insights learned:
A better understanding of the business & history of Bitcoin
Common motivations, thoughts, structure, and behaviors in this ecosystem.
The Kiosk Experience
To understand the customer experience holistically our team met with stakeholders to exchange a USD Dollar into Bitcoin using client's Atm kiosk.
During this narrative experience, we discovered opportunities our client could consider while trying to entice new kiosk and cryptocurrency users like Megan and myself.
1. Add a clear label of the current BTC value, which is displayed on the bottom left corner of the screen. This label will clarify what the current BTC value is.
2. Show the real-time camera interaction, providing a feedback response will assist, engage, and help simplify how the kiosk operates to the customer. Feedback provides comfort and a sense of security, our customer is looking for.
3. Provide a successful feedback response when verifying your Identity.
There was no indication that your photo was successfully captured and accepted, raising confusion when starting this experience. Visible feedback would provide clarification that your goal was successfully completed. This feedback helps decide if the outcome of our action is a valuable investment of time and if the kiosk effort is worthwhile.
To understand the space they operate within I conducted a SWOT analysis, comparing the content landscape of Client with primary competitors.
Strength opportunities revealed client's known reputation as an Atm operator, and the new partnership and newly added reach.
Weaknesses showed a lack of content maturity & visual brand identity which increased Threats from their competitors who had well-established brand consistency, clear page ownership, which provided support & security with their brand.
1. Provide additional cryptocurrency education for new crypto-curious users who aligns with the targeted persona.
2. Increase client brand presence and page ownership
3. Expansion to support additional currencies
4. Add additional security measures, such as two-factor authentication
Cryptocurrency wallet users need a trustworthy digital wallet that is simple and intuitive. The current design is lacking page ownership, client support, and does not cater to the expanding user-base with new partnerships.
1. The current wallet is not user-friendly simple or intuitive.
2. Contatins inconsistent branding lack of page ownership and brand identity.
3. Does not scale to support expansion goal of managing 20 cryptocurrencies.
4. Increased user cognitive load, featuring transaction redundancies, and when scaled down for mobile, iconography labels were removed.
Cryptocurrency Wallet on desktop BEFORE redesign
Wallet BEFORE redesign on mobile
1. Simplify the current structure, making it easier for our wallet users to access useful support help & intuitively manage their cryptocurrency.
2. Identify what's relevant and useful to the user, and what isn't by filtering through the current structure.
3. Decrease the users' cognitive load by creating a structured communication to the user by eliminating redundancies in redemption tracking.
4. Provide a trustworthy experience by Increasing client's brand presence, making this experience feel trustworthy.
5. Provide scalability for additional cryptocurrencies.
Locating Wallet Users
I asked Millennials (born between 1981-1996) who are identified as early adopters & primary cryptocurrency users questions pertaining to the frequency, motivations, current knowledge, and preferred method of redemption while using partnership kiosks.
Survey results indicated
1. That only 3 out of 15 responses would, in fact, redeem cash for Bitcoin.
2. 11/15 respondents had used kiosks before at some point, but not within the last year.
3. 11/15 had heard of cryptocurrency but were not familiar.
Due to limited information provided from stakeholders on the assumed persona, the partnership kiosk user. I conducted a screening survey to target assumed persona who aligned with the business goals and partnership. With more time I would explore more grocery store occupants.
I conducted 9 in-person interviews, during which I asked users to walk through the current client wallet, sharing initial thoughts and verbal descriptions of their experience.
I asked participants to identify BTC balance and demonstrate how they would send and receive Bitcoin which are primary wallet tasks, while they are verballing narrating their experience.
Below are a few quotes mentioned from interview walkthroughs of current wallet:
"No brand identity. "
"Did not look like a financial institution."
Cryptocurrency wallet desktop view pre-redesign
Quotes From Interviews
“ My experience with cryptocurrency is that my friend invested a [bunch] of money and lost most of it.”
"It's a whole new world of things to learn and how to navigate it."
"Trust = Consistency"
“Crypto is interesting & intriguing.”
“Cryptocurrency is before its time.”
I created this affinity map from interviews I conducted on Millenials to identify themes and trends. Insights gained drove our design development decisions.
Current trust expectations
Thoughts of untrustworthiness
Thoughts and feeling of cryptocurrency
Expectations of digital wallet functions
Current knowledge of cryptocurrency
Prior investment experiences
Primary banks used
Online purchasing behaviors
Building Trust Feels Like
Dissecting what trust feels like from interviewed users (as seen below) helped implement two-factor authentication, visible branding and page ownership throughout our design.
Affinity Map Key Insights
Strong emphasis on Trust, Brand & Security, which drove the implementation of two-factor authentication, visible branding, and page ownership
Brand consistency, how to build trust throughout users' experience by showing ownership of the page content.
Safety, and control. Use of security language and images such as locks, visible branding, and logos helped users feel a sense of security,
Is Cryptocurrency Worth The Investment?
Meet Aaron Collins, CURIOUS, OPTIMISTIC yet CAREFUL. He is a novice investor, who has the same behaviors, motivations, and needs as the new partnership persona.
Aaron is looking to perform simple wallet functions to unlock investment opportunities.
Needs an easy way to create a cryptocurrency wallet and manage cryptocurrency funds.
Needs trustworthy support when handling finances
Needs security in a company brand if speculative news is heard about cryptocurrency
Wants to growth investment potential
Wants sincere financial support
Wants to unlock investment opportunities
Testing Use Cases
Wireframes created by Brendan Thatcher
Testing started with paper prototypes, which quickly helped guide UI navigation and wallet content from the start. We knew we wanted to visibly show client brand presence that represents their brand's consistency and support for their customers.
Each prototype iteration confirmed wallet users' expectations and needs from client's wallet. Effectively and intuitively creating trustworthy support and security with the client brand.
I tested tasks Aaron our curious for cryptocurrency user would perform.
Task #1 You recently exchanged money at a kiosk and would like to redeem your voucher to your existing cryptocurrency wallet.
Task #2 Locate where you would receive cryptocurrency into your wallet and copy your address.
Task #3 Demonstrate how you use this website to send Bitcoin.
User pain points from usability testing encouraged the following iterations
Icons were removed and the hamburger menu was implemented.
Saving screen space, decreasing the users' cognitive load, and allowing users to concentrate on the core functions they are performing. Looking towards partnership expansion, and the addition of services such as buying and selling, the hamburger menu saves screen space and helps users concentrate on what they want to see
To help ease the user experience and confidence in the client brand, tooltips were created. The information icons provide users with support throughout the wallet. Icons provide various explanations of fees, like the satoshi per byte.
Conversion to and from USD to Bitcoin, current wallet design conversions only support a BTC to BTC conversion. To make this task even more difficult, a calculator was not provided for these conversions. By implementing USD to BTC conversions wallet users can transfer and convert their funds using common currency denominations.
Hi-fidelity mockups created by Patrick Coury
Cryptocurrency Wallet Redesigned
Through the design, we achieved
Clarified communication of content
Increased user comprehension
Confidence in wallet use
Support for additional currencies
Leading to the adoption of the client's digital wallet.
We will know this to be true & met our goals when we see an increase in wallet satisfaction, user retention,and a decrease in customer support calls
Flush out the general grocery store occupant, who will now have easier access to the new client kiosk and new partnership. Tease out Millenial persona who was found to be an early adopter of Cryptocurrency per secondary research.
Increase cryptocurrency education in the design to educate cryptocurrency users, enticing new and potential users. This could mean Cryptocurrency onboarding, Cryptocurrency 101 tutorials, or helpful investment tips
Test hi-fidelity mockups record qualitative research and sus scores, while continue to iterate until we hit above 70% and satisfied customers.
This project allowed me the opportunity to learn about cryptocurrency which I had no prior knowledge of until working with our client. Diving into this new ecosystem challenged me to organize foreign concepts quickly, aligning patterns with wallet design decisions and partnership needs. I am always fascinated to learn of others' motivations, behaviors, and conversations happening in spaces I am not a subject matter expert in.
Since each team member was assigned specific roles in this project, communication and transparency played a critical role in the redesign's success. In my role as a lead researcher, it was vital to establish clear pathways of communicating, informing team members of new learnings and discoveries from interviews and usability testing, which drove our design process.
We utilized a daily scrum, where we had opportunities to get eyes on work, share new ideas and gain different perspectives. Maintaining transparency through communicating our blockers was extremely helpful in an increased awareness of team member progress.