🚀 Project Overview
Bitso, Latin America's leading cryptocurrency platform, empowers over 9 million users to buy, sell, and manage their digital assets. With over $12 billion in transactions processed, Bitso offers a wide range of cryptocurrencies and a user-friendly mobile app, focusing on security and making crypto accessible in the region. They faced a challenge with their withdrawal process, which was impacting user experience and potentially their bottom line.
🤔 The Challenge
Despite their market dominance, Bitso's withdrawal process presented a significant obstacle. The cumbersome six-step journey from the dashboard (not counting confirmation and receipt) lacked crucial transparency. Users were left guessing about ETA and fees, creating anxiety and frustration. This opacity, coupled with the cumbersome process itself, eroded user trust and potentially led to abandoned withdrawals.
🔍 Research & Discovery
User feedback and competitive analysis revealed that the lack of transparency in the withdrawal process was a major pain point. Users felt disconnected from their funds and anxious about the lack of information. They needed greater clarity and control over their withdrawals.
💡 Design & Solution
The existing Bitso dashboard served as the gateway to withdrawals but lacked key information and intuitive navigation. My redesign focused on seamlessly integrating the withdrawal flow into the dashboard. A clear "Withdraw" call to action was added, along with contextual information like available balances and network options.
The new withdrawal process begins with a clear question: What are you sending? After token selection, a modal appears, presenting available networks with ETAs and fees. The subsequent overview screen consolidates all transaction details for review and modification. This single-screen approach promotes transparency and informed decision-making. While a single confirmation screen could suffice, the initial steps were designed as a wizard-like process to guide less experienced users.
🎉 Outcomes:
This project showcases the effectiveness of a holistic, storytelling-driven UX approach. By deeply understanding user needs and translating them into tangible design solutions, I was able to create a withdrawal process that is both functional and user-friendly. This case study underscores the value of UX design in solving complex challenges and creating positive user experiences.
