OKX is a global cryptocurrency spot and derivatives exchange and the second biggest crypto exchange by trading volume, serving over 50 million people globally.
As a member of Assets team, my task is to drive the growth and optimisation of Crypto Deposit. This is the story of how I discovered the problems and revamp the deposit feature to reduce the drop-off rate and CS enquiries.
In OKX, each Product Designer is assigned to one or more features and our mission is to take ownership and find ways to improve the product metics. For the deposit feature, the main objectives I need to improve is the deposit successful rate and reduce CS enquiries.
While the majority of users deposit crypto into OKX successfully, some users have questions/hesitations when making deposits that leads to unsuccessful deposits and CS enquiries.
“Where to check my Address and Tag/Memo?”
The majority of CS enquiries is around finding the deposit address, missing or copied wrong tag/memo to the withdrawal platform. We also discovered that some users are unable to identify the entry point as they relate “Deposit” to other actions such as deposit cash, making deposit to other platforms.
Apart from this major issues, we also want to take this opportunity to solve some of the known issues such as
Before I began exploring the design, I first defined some key design principles to refer to when making decisions and also serve as a reference point when having discussion with PM and Stakeholders from Business side.
Not just new users
From our previous user study, we discovered that users who make ”How to deposit” inquiries are not necessarily newbies. Therefore, it’s important that we also consider the pain points of existing users
We are here to help
With the support of data and previous user studies, we know where users may get confused/hesitate. The idea is to provide guidance at the right touch points without spamming users with all kinds of warning messages
Simple & Consistency
In this revamp, we also want to address the app & web inconsistency issue as well as simplifying the design to improve the reading efficiency of the key informations
With the problems identified and design direction set, I began to visualise the solution.
The initial idea focus on different touch points in the deposit user journey (Asset Overview > Select Crypto > Select Deposit Network > Deposit Details)
The initial ideas are:
With the proposed design ready, I started working our UX researcher to do a usability test to validate the enhanced flow and new user guide to identify any usability issues.
We recruited 12 participants including 6 New-to-crypto users and 6 Experienced crypto user, covered New User Guides, Enhanced Deposit Flow and Post-Withdrawal actions on deposit platform.
In general, the UT received positive and neutral response on different areas. It also discovered some UI/UX issues that we need to address.
Adjusting the design based on user’s feedbacks and walkthrough with PMs to seek development approval
Before I left, the feature has been tested and ready for launch. Hopefully we can see the updated version soon in the product app. Overall, I learnt a lot while working in OKX and here are some of my key takeaways.
In OKX, product ownership is taken to next level. During my time here, I have been closely monitoring the product metrics and actively voice out suggestion to improve the feature and reduce CS enquiries
Limited Resource? No Problem
In the real world, we ofter have too many features/improvements/bugs working on and too busy to actually start developing the feature. To keep things moving, product designer will help drafting basic PRD and plans to discuss with PM and hoping to share the workload and shorten the time to market
In OKX, I have also learn to do more strategic planning and proactively reaching out to stakeholder to keep the project moving.