Fulfilling Different Needs of Crypto Traders
An In-Depth UX Evaluation of the Indodax 3.0 Application
.gif)
The Context
As the oldest among all other crypto trading platforms in Indonesia, Indodax does not rely solely on its initial fame. They have released the latest design of their new 3.0 app version, which includes Lite mode for beginners and Pro mode for professionals. The Indodax team reached out to the Natuno team to evaluate their design.
This diversity has directly influenced the design of our new 3.0 app version. We've introduced a Lite mode tailored for beginners, providing them with a simplified and easy-to-navigate interface. For our professional traders, we've developed a Pro mode, packed with advanced features and tools for in-depth trading analysis.
The Challenge
To ensure the effectiveness of their new feature design, Indodax approached us for an evaluation. The challenge lies in the distinct user profiles of Lite Mode and Pro Mode, each marked by diverse experiences, needs, and expectations. Our task was not only to evaluate the functionality of the new feature but also to optimize user journeys efficiently in these two distinct modes.
The Solution
The evaluation we conducted covered an end-to-end testing of the trading flow within both Lite and Pro modes. This included the verification process, depositing funds, conducting transactions, and withdrawal procedures.
Furthermore, we examined the user-friendliness of the mode-switching feature and collected valuable user feedback regarding their impressions of the new design.
Andita A Pratiwi
UX Researcher, Indodax
Understanding Indodax's Vision
As we began the project, we started the project by asking fundamental questions such as "What is crypto?", "What is trading?", "Who is Indodax?" and "What are their goals?" We conducted desk research, stakeholder interviews, and competitor benchmarking to find answers to these questions.
Indodax had big visions in mind, and we were there to help them prioritize and ensure that all the essential elements of the project were included in the timeline.
Understanding Indodax's Vision
As we began the project, we started the project by asking fundamental questions such as "What is crypto?", "What is trading?", "Who is Indodax?" and "What are their goals?" We conducted desk research, stakeholder interviews, and competitor benchmarking to find answers to these questions.
Indodax had big visions in mind, and we were there to help them prioritize and ensure that all the essential elements of the project were included in the timeline.
Design Audit
Our plan was to conduct qualitative research, but before we proceeded with testing the actual app with real users, we first examined the design through the lens of UX laws and heuristic evaluation.
It was a challenge to conduct a thorough design audit since we had to work with a Figma prototype for half of the timeline instead of the actual app.
However, we persevered and presented our findings, which then served as the foundation for refining the research objectives for the next step.
Design Audit
Our plan was to conduct qualitative research, but before we proceeded with testing the actual app with real users, we first examined the design through the lens of UX laws and heuristic evaluation.
It was a challenge to conduct a thorough design audit since we had to work with a Figma prototype for half of the timeline instead of the actual app.
However, we persevered and presented our findings, which then served as the foundation for refining the research objectives for the next step.
Usability Testing
A pivotal part of our project was conducting usability tests for two user categories: beginners and professionals. Our goal was to invite a total of 12 participants at the Indodax office in Jakarta for a hands-on testing session.
Additionally, we concluded each usability test with a card sorting exercise, ensuring we allocated adequate time for this activity.
Usability Testing
A pivotal part of our project was conducting usability tests for two user categories: beginners and professionals. Our goal was to invite a total of 12 participants at the Indodax office in Jakarta for a hands-on testing session.
Additionally, we concluded each usability test with a card sorting exercise, ensuring we allocated adequate time for this activity.
Delivering Recommendations
Throughout the process, we pinpointed several areas that could be enhanced in the new version. Apart from providing a synthesized report, we also furnished low-fidelity design suggestions as potential solutions to these identified opportunities for improvement.
Enhancing
Verification Experience
The prior version of the verification form contained numerous questions all presented on a single page. The form's length was due to the regulatory requirements set by the Commodity Futures Trading Regulatory Agency (BAPPEBTI).
However, during usability testing, we uncovered issues with navigation and ambiguity regarding the form's purpose, leading to user frustration and extended completion times.
Streamlining the Verification Process
To improve user experience based on usability testing findings, the new platform version divided the verification form into smaller sections across separate pages. This change was influenced by insights from a previous card sorting session
Redefining Trading Modes for
Different User Groups
We identified two groups of users who struggled with the categorization of the Lite and Pro modes based on skill level.
The first group consisted of seasonal traders who only engage in trading only during certain periods and appreciate the simplicity of the Lite version for price monitoring.
The second group included investors who matched the Lite users in terms of trading intensity and understanding, but needed some of the tools available in the Pro mode and therefore opted for it.
Outside of these two categories, there are also pro traders who regularly trade and use the pro mode accordingly.
Testing Different Users with Different Modes
To best serve our diverse user base, we designed distinct trading modes, each catering to specific user needs and investment approaches.
We proposed Mode A for casual investors and seasonal traders, who could execute complete trading activities similar to Mode B but with a more streamlined interface.
Mode B was designed for professional traders, offering a feature-rich interface conducive to rapid trading without missing any key information.
In terms of the different features between Mode A and Mode B, we simplified the total gain calculation, crucial for investor types, by removing the coin transfer feature in Mode A. Conversely, in Mode B, this feature was maintained.
Switching between a skill-based mode to an investor-based mode requires several adjustments. To address this, we recommended initiating a mode selection process during onboarding, prior to user login.
For novice users, we anticipate they'll opt for Mode A, based on our observations from the usability testing sessions. These users often have existing investments, such as stocks or mutual funds, and are likely to apply that experience to their cryptocurrency endeavors.
As the mode selection is now grounded in investor type, we recommend relocating the mode switcher to the settings section, considering its reduced relevance in everyday use.
Revamping
Wallet Page
A key feature of the app is the wallet page, where users can monitor their balance and conduct transactions, such as deposits and withdrawals. For users, effortless access to their balance and the ability to withdraw funds are critical for fostering trust in the app.
However, during our evaluation, we pinpointed several informational and accessibility issues concerning the wallet page.
Addressing Wallet Balance Misinterpretations
During our evaluation, we noticed that beginner users were having trouble distinguishing between their IDR balance and the total asset value in their wallet.
To resolve this, we rearranged the information to spotlight the IDR balance, while preserving its correlation to the overall balance.
Improving the User Experience of the Wallet Page
We recognized an opportunity to augment the user experience on the wallet page.
To accomplish this, we made a series of improvements. Firstly, we made the Deposit and Withdrawal prompts sticky at the bottom of the screen, making them more readily accessible to the users.
Additionally, we streamlined the displayed information by concealing wallets with a zero balance. Furthermore, we refined the filter on the history page, making it more adaptable and user-friendly.
Simplifying
Withdrawal Process
Withdrawal is an essential feature for any trading app, including Indodax. There are two types of withdrawals: fiat (IDR) and crypto.
During our evaluation, we noted that users faced difficulty navigating the coin withdrawal flow, particularly when adding an address as a shortcut for future use. In response, we made several recommendations to improve the process.
Despite users generally understanding the existing fiat money withdrawal process, we observed several areas for improvement, particularly regarding the provided instructions.
Firstly, we discovered that some users may have misconstrued a specific message as an error message. Secondly, we noted that one of the instructions was somewhat cumbersome to read, potentially leading to errors or overlooked steps.
To address these issues, we redesigned the message by utilizing different colors and components, and supplemented necessary information in the instruction.
We aimed to improve the process by adding a dedicated page for selecting or adding addresses, rendering it more user-friendly.
Furthermore, we introduced a new feature called “Contact Book.” This feature offers an additional entry point for adding a new address outside of the withdrawal flow, giving users more flexibility in managing their contacts without the need to initiate a withdrawal.
