Introduction
In the end of 2024, Normies recognised that the user were having trouble when accessing Normies on and off ramps, like when connect from one wallet to another wallet, and navigating the withdrawal account because at that moment, Normies only allow one wallet address, one withdrawal account. We explore design intervention on various touch-points in the Ramps to validate user pain points.
But what is Normies?
Normies is a Web3 startup offering seamless on-and-off ramp services, enabling users to effortlessly transfer between fiat and cryptocurrency. As one of the leading platforms in Indonesia for crypto transactions, Normies focused on expanding our business and becoming a top multi-asset trading platform in the region.
So what went wrong?
While Normies' On and Off ramps had been out for 1 year already, and gain more user than expected, user want to have more flexibility in term of controlling their wallet wallet address and withdrawal account. Because if this, we had to think a way to tackle this problem. After gathering the user data from interview, we found the top issue was in the controlling of their wallet address and withdrawal account. Came to these three problem area:
1. Manage wallet address
"...I really want to be able to manage my wallet address from different blockchain."
2. Wallet address switching
"...I see that need to disconnect wallet first, then connect manually for another wallet from different network."
3. Withdrawal account for multiple wallet address
"The withdrawal account can only use for one wallet address, but i have multiple wallet address"
It start from the people
It started when we were asking Normies community user in Normies community channel (Telegram, Discord, Twitter).
After gathering feedback from user, mainly our community user, heres our finding:
- Manage wallet from various network
- Switching from one wallet to another wallet address
- Control withdrawal account for several wallet address.
We design a patented placement experience that avoid 'recurring-connect' where user's wallet address deleted after disconnect as they need to fill manually.
We created a flow for user to switch between one connected wallet to another connected wallet, instead of use the previous flow. We'dd tell them specifically what they should do to do it.
Lastly, one of the biggest feedback from user are one withdrawal account can use by multiple wallet address which ended up being more 'less-time-consuming'.
So what to do about it?
All design directions walked the chaotic journey of design and were morphed into stronger, holistic designs by the end of the journey.
Other feature
Apart from those crucial feature on account management, we realize that user also need a way to control and protect their account. By having this feature, user will have more secure faith in Normies.
The redesigned Profile Management page enables users to effortlessly connect new wallets and add multiple withdrawal accounts. A new unified search bar allows users to quickly locate and manage their connected wallets or withdrawal methods. Each section is personalized, making it simpler for users to access and update their information.
New to Normies? We’ve got you covered
We've redesigned the experience to make it simple for users to get started with managing their wallets and withdrawal accounts on Normies. Clear steps guide users through connecting their first wallet and adding withdrawal accounts, ensuring a smooth onboarding process. We also provide prompts for initial actions to encourage users to explore the flexibility of the 'Master Account' feature.
In line with our vision to streamline asset management for users, we redesigned the profile management page to meet user needs, providing a comprehensive set of tools for connecting new wallets and adding withdrawal accounts. Despite introducing new functionalities, such as a unified wallet and withdrawal overview, we ensured the interface remains clean and intuitive to use.
Updated design system
We also updated our design system to ensure consistent support for the new 'Master Account' feature rollout, seamlessly integrating wallet management and withdrawal account functionalities across the platform.
Retrospective
This project was nothing short of a whirlwind—packed with intense work, thorough exploration, and countless discussions with stakeholders. From the outset, it was clear that every phase would require careful consideration and collaboration.
Doing this project was super fun and super stressful too, since I navigated a domain that I knew nothing about. I brought unbiased opinion to the table since I wasn't deep rooted in developer workflows that could tunnel my thinking.
I also tackled understanding this complex domain smartly, by learning the fundamentals quickly and managing complexity by leaning on my engineers. Asking questions daily and being in constant uncertainty was my passive state throughout the internship.