Payments made simple
Users now complete deposits up to 3x faster, navigating a streamlined experience that reduces the process from 21 screens to 4. By separating funding from the buy flows, the redesign gives users more control, smoother transactions, and fewer interruptions, resulting in a faster, more confident experience.
Users couldn’t find the option when they needed it most
Users wanted to fund their accounts using their preferred payment method. The setup was buried inside key flows, often interrupting them mid-transaction. Many assumed they were doing something wrong or that it was taking too long. Observing these behaviours highlighted clear friction points and guided the strategy for redesigning the experience.
Payments made simple
Users now complete deposits up to 3x faster, navigating a streamlined experience that reduces the process from 21 screens to 4. By separating funding from the buy flows, the redesign gives users more control, smoother transactions, and fewer interruptions, resulting in a faster, more confident experience.
Users couldn’t find the option when they needed it most
Users wanted to fund their accounts using their preferred payment method. The setup was buried inside key flows, often interrupting them mid-transaction. Many assumed they were doing something wrong or that it was taking too long. Observing these behaviours highlighted clear friction points and guided the strategy for redesigning the experience.
Observing real user behaviour revealed friction points
While observing users, I noticed they clicked through menus, hesitated, and sometimes rage-clicked, feeling frustrated. This broke their flow and created friction. Being redirected mid-transaction to fund their account, without a clear path back to where they left off, made many abandon the process entirely.
I mapped the whole funding and transaction journey to see exactly where people hesitated or dropped off, looking at flow issues and discoverability gaps. I combined these observations with data on the paths user actually took, and used the insights to guide design decisions around visibility, step order, and language. The goal was to tackle the key pain points in a way that made sense to users, while still meeting business goals and technical constraints.
Putting the option exactly where users expected it
I removed the manual steps from the key flows and designed a dedicated Payment Methods section, following familiar patterns that users already use in their everyday apps.
Introducing this section not only simplified the experience, it also gave us the opportunity to educate and guide customers. Users could select and verify a preferred payment method ahead of time, centralising all funding sources including cards, bank accounts, and withdrawals. Iterating on layouts, copy, and flow based on testing ensured the experience was intuitive, low-risk, and aligned with the real user needs.
Small changes, big impact
Making the options visible, easy to use, and reliable turned frustration into a smoother, more predictable experience. Transactions flow more easily, and users feel guided through each step.
Key takeaway: Providing clear guidance at the right moment reduces friction, speeds up critical actions, and makes the experience feel familiar and straightforward.
What I took away from this
Watching users navigate and sometimes struggle reinforced how much timing, placement, and clarity matter. Even small tweaks to where options appear and how they are worded can have a big impact on task success and overall flow. Pulling these insights together showed how thoughtful design can solve real problems for users while keeping the product simple and efficient.
Small changes, big impact
Making the options visible, easy to use, and reliable turned frustration into a smoother, more predictable experience. Transactions flow more easily, and users feel guided through each step.
Key takeaway: Providing clear guidance at the right moment reduces friction, speeds up critical actions, and makes the experience feel familiar and straightforward.
What I took away from this
Watching users navigate and sometimes struggle reinforced how much timing, placement, and clarity matter. Even small tweaks to where options appear and how they are worded can have a big impact on task success and overall flow. Pulling these insights together showed how thoughtful design can solve real problems for users while keeping the product simple and efficient.
