[ Case Study · 02 / 04 ]

Rebuilding the crypto deposit experience for retail users.

OKXCrypto ExchangeMobile iOS / Android2024
iPhone mockups showing the redesigned deposit network picker and on-chain QR address screen
Role
Lead Product Designer
Team
2 PMs · 5 Engineers · 1 Researcher
Outcome
−42% failed deposits · −37% support tickets
01 · Problem

One wrong network and the funds are gone.

Crypto deposits are the highest-stakes flow in any exchange app — a mismatched network or a mistyped memo means funds can be lost forever. Support data showed deposit issues were the #1 ticket category, and the legacy flow asked users to make irreversible choices with very little context.

We rebuilt the flow around three principles: pick the right network by default, make the address impossible to mis-copy, and show real-time confirmation status.

Field research — observing first-time depositors choose a network.
Field research — observing first-time depositors choose a network.
02 · Flow

Five steps, one decision per screen.

We collapsed twelve disjointed screens into a five-step linear journey: choose asset → choose network → view address → share / copy → track confirmations. Each step has exactly one primary action and a contextual help link.

End-to-end deposit flow — five steps with branching for memo-required chains.
End-to-end deposit flow — five steps with branching for memo-required chains.
Network picker with minimum-deposit and confirmation guidance inline.
Network picker with minimum-deposit and confirmation guidance inline.
Suspended-chain state — explicit resume time prevents support tickets.
Suspended-chain state — explicit resume time prevents support tickets.
03 · Address surface

QR-first, with anti-mistake guardrails.

The deposit address screen leads with a QR code (the safest transfer primitive), then a tappable, segmented address. We fingerprinted clipboard reads in the wallet's withdraw flow and cross-checked them against the receiving address — surfacing a warning when the user pasted into a DEX or a sanctioned chain.

Address surface, confirmation tracker, and post-deposit success state.
Address surface, confirmation tracker, and post-deposit success state.
Real-time confirmation tracker — turns a 6-block wait into a calm progress bar.
Real-time confirmation tracker — turns a 6-block wait into a calm progress bar.
Educational deep-link — 'How do I make a deposit' integrated into the empty state.
Educational deep-link — 'How do I make a deposit' integrated into the empty state.
04 · Impact

Calm beats clever.

  • ↘ –42% failed deposits (wrong network, wrong memo)
  • ↘ –37% deposit-related support tickets
  • ↗ +21% first-time deposit completion
  • ↗ Pattern adopted by 4 sibling wallet products
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