Bitkub
Revamping the transaction flows of Thailand's No.1 cryptocurrency exchange
Category;
Fintech
Role;
Product Designer
Deliverables;
Mobile App
Overview
As Bitkub entered a critical growth phase, I led the redesign of its transaction flows—core to how users buy, sell, and transfer crypto on the platform. With no dedicated design team or design system in place, this project became a pilot initiative to demonstrate the value of design in shaping business-critical experiences.
I collaborated closely with one product manager and three customer support team members to surface user pain points and uncover opportunities for simplification. Working alongside another designer, we reimagined key transaction flows to make them faster, clearer, and more intuitive for everyday users.
Impact
Our work laid the groundwork for Bitkub’s upcoming Version 2. The solutions we proposed were well-received by both the product and leadership teams, with several key elements now being implemented in the next major release.
Through this project, I also helped establish the strategic value of design—planting the seed for a dedicated design team and design system. Additionally, I introduced lean UX research practices, equipping the product team with tools to gather actionable insights despite tight time and budget constraints.
HOW MIGHT WE
How might we reduce the complexity of making
a deposit or withdrawal transaction 📱 ?
How might we make the app more crypto-curious friendly 🤔 ?
How might we reduce the complexity of making
a deposit or withdrawal transaction 📱 ?
How might we make the app more crypto-curious friendly 🤔 ?
The problem
High-friction transaction flows were costing trust, time, and growth.
To create meaningful impact quickly, we focused on the transaction flows—the backbone of the user experience. Without access to product analytics, we partnered with the customer support team and found that 34% of all support tickets were related to deposits and withdrawals, revealing a major point of friction in the app's core functionality.
We identified an opportunity to make these critical actions faster, simpler, and more accessible—improving both the user experience and reducing operational strain on the support team.
34 %
of customer support tickets were related to deposits and withdrawals.
NOT NEWBIE FRIENDLY
The mobile app is functional for early adopters but is not accessible to new and crypto-curious users.
CURRENT EXPERIENCE
The experience is overwhelming and fragmented.
New users are dropped into a dense home screen, with little support for those unfamiliar with trading. Deposits and withdrawals are split between different sections—fiat deposits happen on the home screen, while crypto transactions require navigating to the Wallet—creating unnecessary friction.
The problem
High-friction transaction flows were costing trust, time, and growth. To create meaningful impact quickly, we focused on the transaction flows—the backbone of the user experience. Without access to product analytics, we partnered with the customer support team and found that 34% of all support tickets were related to deposits and withdrawals, revealing a major point of friction in the app's core functionality.
We identified an opportunity to make these critical actions faster, simpler, and more accessible—improving both the user experience and reducing operational strain on the support team.
Design Goals
We defined goals as our north star to align the team, guide decision-making, and define what success would look like.
Efficient 🚀
Minimize the number of steps required to withdraw and deposit while maintaining security.
Clear 💡
Provide only relevant information when the user needs to make an important decision.
Accessible 🔠
Ensure there is enough color contrast and the fonts are readable.
Delightful ☺️
The interface should be intuitive, clean, and visually appealing to all users.
User Interviews
Key insights from 15 user interviews with users of varying experience and knowledge of cryptocurrency.
Complex withdrawal process 🐢
Users found the multiple steps involved in withdrawing funds cumbersome and time-consuming. Advanced users preferred other exchanges.
UI not intuitive for newbies 🤕
New users report that the current interface is challenging for them to navigate and perform basic tasks.
Lack of Real-Time Transaction Updates ⏳
There is a strong desire for immediate and transparent updates on the status of their transactions.
Technical jargons and confusing language ❌
Users frequently encounter technical jargons in error messages, leading to confusion and a need for clearer, more user-friendly language.
USER INTERVIEWS
Key insights from an oncologist and 5 patients in Thailand.
After learning the prevalence of breast cancer, I reached out to an oncologist and five patients in Thailand who were willing to share more details about their experience with the drains post their surgery. These interviews consisted of 30-minute Zoom and phone calls, where I listened to their stories and guided the discussions to focus on their struggle with the drain log.
Key insights and the most resonating quotes included the following:
User Interviews
Key insights from 15 user interviews with users of varying experience and knowledge of cryptocurrency.
Design goals
We defined goals as our north star to align the team, guide decision-making, and define what success would look like.
Efficient 🚀
Minimize the number of steps required to withdraw and deposit while maintaining security.
Clear 💡
Provide only relevant information when the user needs to make an important decision/make less mistakes with their money.
Accessible 🔠
Ensure there is enough color contrast and the fonts are readable.
Delightful ☺️
The interface should be intuitive, clean, and visually appealing to all users.
Personas
Synthesizing the understanding from my research and interviews.
We condensed the insights we found from our research into 3 separate personas to remind us who we are designing for.
The app needs to be usable to every experience level and age, but still efficient for experienced users who want to complete tasks quickly.
Personas
Synthesizing the understanding from my research and interviews.
We condensed the insights we found from our research into 3 separate personas to remind us who we are designing for.
The app needs to be usable to every experience level and age, but still efficient for experienced users who want to complete tasks quickly.
Colors
As the current colors did not comply with the accessibility standards, we selected new colors with higher contrast, ensuring that they communicated modernity, simplicity, transparency, and trustworthiness.
Solution
We redesigned the transaction flows to be simpler, clearer, and more accessible
— especially for first-time crypto users.
The new experience introduces a more guided entry point post-signup, consolidates deposit and withdrawal actions into a unified wallet hub, and reduces cognitive load across key screens. By addressing the root causes of user confusion, we aimed to lower support volume, improve user confidence, and lay the foundation for broader product adoption.
Solution
We redesigned the transaction flows to be simpler, clearer, and more accessible—especially for first-time crypto users.
The new experience introduces a more guided entry point post-signup, consolidates deposit and withdrawal actions into a unified wallet hub, and reduces cognitive load across key screens. By addressing the root causes of user confusion, we aimed to lower support volume, improve user confidence, and lay the foundation for broader product adoption.
Centralized Entry point
A single button for withdrawal and deposits for both crypto and fiat.
Trading password
Crypto transactions are irreversible so it should be simple enough, but not so frictionless that users will make mistakes with their money.
Progress tracker
Crypto transactions are irreversible so it should be simple enough, but not so frictionless that users will make mistakes with their money.
Microinteractions
Micro-interactions keep the users informed about what is going on and make the experience more delightful.
Progress tracker
Our impact knows no bounds, fostering innovation across diverse landscapes.
Microinteractions
Micro-interactions keep the users informed about what is going on and make the experience more delightful.
Clarity
We got rid of ambiguous instructions, labeling information where needed, showing users the contextual information they need to make a decision.
Clarity
We got rid of ambiguous instructions, labeling information where needed, showing users the contextual information they need to make a decision.
Design Challenge
What is the best way to display progress?
One of the design challenges I faced in this project was figuring out how to display the progress tracker. While Exploration A and B takes up less space, most users preferred Option C, as they can see the progress bar in full screen and found it more satisfying with the blinking animation.
Tracking Progress
A single button for withdrawal and deposits for both crypto and fiat.
Key learnings
Communicating the importance of design🗣️
I learned how to communicate to stakeholders the value of design to a business in an organization where design is not mature.
Thinking beyond the happy path 🚦
There's more to the experience than just the happy path.
Building a culture 👫🏻
Design is more than solving user problems and making components in Figma; it's also about building a culture, teaching people about the value of design, and helping to build a foundation for the team.
Next steps
Implementation 🔨
Nobody likes change. How might we implement the redesign without upsetting existing users mental modes?
Design system 🎛️
Consistency + Scale
Bitkub
Revamping the transaction flows of Thailand's No.1 cryptocurrency exchange
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Drain
A mobile application for breast cancer patients to log and care for their drain.
Impact
Our work laid the groundwork for Bitkub’s upcoming Version 2. The solutions we proposed were well-received by both the product and leadership teams, with several key elements now being implemented in the next major release.
Through this project, I also helped establish the strategic value of design—planting the seed for a dedicated design team and design system. Additionally, I introduced lean UX research practices, equipping the product team with tools to gather actionable insights despite tight time and budget constraints.
34%
of customer support tickets were related to deposits and withdrawals.
Not newbie friendly
The mobile app is functional for early adopters and sophisticated users but is not accessible to new and crypto-curious users.
The problem
High-friction transaction flows were costing trust, time, and growth. To create meaningful impact quickly, we focused on the transaction flows—the backbone of the user experience. Without access to product analytics, we partnered with the customer support team and found that 34% of all support tickets were related to deposits and withdrawals, revealing a major point of friction in the app's core functionality.
We identified an opportunity to make these critical actions faster, simpler, and more accessible—improving both the user experience and reducing operational strain on the support team.
Design goals
We defined goals as our north star to align the team, guide decision-making, and define what success would look like.
USER INTERVIEWS
Key insights from an oncologist and 5 patients in Thailand.
After learning the prevalence of breast cancer, I reached out to an oncologist and five patients in Thailand who were willing to share more details about their experience with the drains post their surgery. These interviews consisted of 30-minute Zoom and phone calls, where I listened to their stories and guided the discussions to focus on their struggle with the drain log.
Key insights and the most resonating quotes included the following:
USER INTERVIEWS
Key insights from an oncologist and 5 patients in Thailand.
After learning the prevalence of breast cancer, I reached out to an oncologist and five patients in Thailand who were willing to share more details about their experience with the drains post their surgery. These interviews consisted of 30-minute Zoom and phone calls, where I listened to their stories and guided the discussions to focus on their struggle with the drain log.
Key insights and the most resonating quotes included the following:
Efficient 🚀
Minimize the number of steps required to withdraw and deposit while maintaining security.
Clear 💡
Provide only relevant information when the user needs to make an important decision/make less mistakes with their money.
Accessible 🔠
Ensure there is enough color contrast and the fonts are readable.
Delightful ☺️
The interface should be intuitive, clean, and visually appealing to all users.
User Interviews
Key insights from 15 user interviews with users of varying experience and knowledge of cryptocurrency.
Colors
As the current colors did not comply with the accessibility standards, we selected new colors with higher contrast, ensuring that they communicated modernity, simplicity, transparency, and trustworthiness.
Solution
We redesigned the transaction flows to be simpler, clearer, and more accessible—especially for first-time crypto users.
The new experience introduces a more guided entry point post-signup, consolidates deposit and withdrawal actions into a unified wallet hub, and reduces cognitive load across key screens. By addressing the root causes of user confusion, we aimed to lower support volume, improve user confidence, and lay the foundation for broader product adoption.
Personas
Synthesizing the understanding from my research and interviews.
We condensed the insights we found from our research into 3 separate personas to remind us who we are designing for.
The app needs to be usable to every experience level and age, but still efficient for experienced users who want to complete tasks quickly.
Overview
As Bitkub entered a critical growth phase, I led the redesign of its transaction flows—core to how users buy, sell, and transfer crypto on the platform. With no dedicated design team or design system in place, this project became a pilot initiative to demonstrate the value of design in shaping business-critical experiences.
I collaborated closely with one product manager and three customer support team members to surface user pain points and uncover opportunities for simplification. Working alongside another designer, we reimagined key transaction flows to make them faster, clearer, and more intuitive for everyday users.
Complex withdrawal process 🐢
Users found the multiple steps involved in withdrawing funds cumbersome and time-consuming. Advanced users preferred other exchanges.
UI not intuitive for newbies 🤕
New users report that the current interface is challenging for them to navigate and perform basic tasks.
Lack of Real-Time Transaction Updates ⏳
There is a strong desire for immediate and transparent updates on the status of their transactions.
Technical jargons and confusing language ❌
Users frequently encounter technical jargons in error messages, leading to confusion and a need for clearer, more user-friendly language.
Category;
Fintech
Role;
Product Designer
Deliverables;
Mobile App
HOW MIGHT WE
How might we reduce the complexity of making a deposit or withdrawal transaction 📱 ?
How might we make the app more crypto-curious friendly 🤔 ?
Next steps
Implementation 🔨
Nobody likes change. How might we implement the redesign without upsetting existing users mental modes?
Design system 🎛️
Consistency + Scale
Key Learnings
Communicating the importance of design 🗣️
I learned how to communicate to stakeholders the value of design to a business in an organization where design is not mature.
Thinking beyond the happy path 🚦
There's more to the experience than just the happy path.
Building a culture 👫🏻
Design is more than solving user problems and making components in Figma. Design is also about building a culture, teaching people about the value of design, and helping to build a foundation for the team.
Colors
As the current colors did not comply with the accessibility standards, we selected new colors with higher contrast, ensuring that they communicated modernity, simplicity, transparency, and trustworthiness.
Key Learnings
Communicating the importance of design 🗣️
I learned how to communicate to stakeholders the value of design to a business in an organization where design is not mature.
Thinking beyond the happy path 🚦
There's more to the experience than just the happy path.
Building a culture 👫🏻
Design is more than solving user problems and making components in Figma. Design is also about building a culture, teaching people about the value of design, and helping to build a foundation for the team.
Next steps
Implementation 🔨
Nobody likes change. How might we implement the redesign without upsetting existing users mental modes?
Design system 🎛️
Consistency + Scale
Centralized Entry point
A single button for withdrawal and deposits for both crypto and fiat.
Microinteractions
Micro-interactions keep the users informed about what is going on and make the experience more delightful.
Clarity
We got rid of ambiguous instructions, labeling information where needed, showing users the contextual information they need to make a decision.
Progress Tracker
Crypto transactions are irreversible so it should be simple enough, but not so frictionless that users will make mistakes with their money.
Trading Password
Crypto transactions are irreversible so it should be simple enough, but not so frictionless that users will make mistakes with their money.
Overview
As Bitkub entered a critical growth phase, I led the redesign of its transaction flows—core to how users buy, sell, and transfer crypto on the platform. With no dedicated design team or design system in place, this project became a pilot initiative to demonstrate the value of design in shaping business-critical experiences.
I collaborated closely with one product manager and three customer support team members to surface user pain points and uncover opportunities for simplification. Working alongside another designer, we reimagined key transaction flows to make them faster, clearer, and more intuitive for everyday users.
Impact
.Our work laid the groundwork for Bitkub’s upcoming Version 2. The solutions we proposed were well-received by both the product and leadership teams, with several key elements now being implemented in the next major release.
Through this project, I also helped establish the strategic value of design—planting the seed for a dedicated design team and design system. Additionally, I introduced lean UX research practices, equipping the product team with tools to gather actionable insights despite tight time and budget constraints.