Safe Wallet
Send Flow Redesign: Enhancing Conversion & User Trust
My Role
Product Designer, I led the complete send flow redesign, conducting user research, identifying critical friction points, creating wireframes, and delivering high-fidelity prototypes to address business and user challenges simultaneously.
Team
1 Product Manager
2 Frontend Developers
1 Blockchain Engineer
1 Product Designer (Me)
Overview
Safe Wallet's transaction flow was underperforming, resulting in abandoned transfers and diminished user confidence. As a cryptocurrency wallet handling millions in digital assets, even minor UX failures translated to significant business impact. I redesigned the entire send flow to eliminate cognitive friction, prevent transaction failures, and increase completion rates while maintaining rigorous security standards.
PROBLEM STATEMENT
Understanding the Transaction Failure Points
Transaction Friction 🚫
Critical Business Impact
Safe Wallet's send flow was suffering from multiple usability issues resulting in lower conversion rates, higher user frustration, and competitive disadvantage. The core problems included user confusion during transaction steps, failed transactions due to insufficient gas fees, and significant drop-offs at key decision points.
The original interface lacked recent/whitelisted address features, creating unnecessary friction during recipient selection.
The system allowed progression to processing despite detecting insufficient gas fees, creating a guaranteed failure path and damaging platform credibility.
Design Challenge
The fundamental question guiding this redesign was: How might we improve clarity and efficiency while maintaining security and trust? This required balancing transaction simplicity with the robust verification mechanisms essential for cryptocurrency operations.
USER RESEARCH
Understanding Our Target Users
Two Distinct User Profiles
Segmentation Analysis
Through comprehensive user interviews and behavioral analysis, we identified two primary user personas requiring different optimization approaches to achieve optimal transaction experiences.
Persona 1: The Novice – First-time crypto users who are excited but overwhelmed, requiring clarity and confidence-building messaging throughout the process.
Persona 2: The Expert – Experienced traders using multiple wallets who expect efficiency features, saved preferences, and rapid completion paths.
User Pain Points
Our research revealed specific usability barriers affecting both user segments. For novices, ambiguous input guidance during address entry, hidden transaction details, and misleading success indicators during doomed transactions caused significant anxiety. Experts were frustrated by missing efficiency features like address whitelisting, unnecessary manual steps, and poor error handling that wasted their time.
Insights From Competitors
Analysis of leading wallets and exchanges revealed key opportunities for improvement. Binance's whitelisting feature, Phantom's quick access to recent transactions, and Swissborg's smart keyboard UI offered valuable patterns for enhancing our send flow experience while maintaining platform uniqueness.
SOLUTION DESIGN
Improving the Transaction Experience
Strategic Intervention Points
Key Design Decisions
The redesign prioritized three critical improvements: early transaction failure detection, streamlined recipient selection, and enhanced fee visibility. These changes directly addressed the primary abandonment points in the previous user flow.
Early error detection prevents users from reaching the final step only to encounter failure, significantly reducing frustration and improving trust.
Recent/whitelist recipient selection drastically reduces manual entry requirements, particularly benefiting both novice and expert users with differing address management needs.
Redesigned Flow
The improved transaction flow implements critical usability enhancements while maintaining security integrity. The system now halts progression early when detecting insufficient gas, provides a streamlined address selection interface, and delivers clear, accessible fee information before users commit to transactions.
Whitelist Feature Implementation
A significant security and usability enhancement involved implementing address whitelisting functionality. This feature reduces the risk of address poisoning attacks while simultaneously accelerating the transaction process for frequent transfers. When users select a whitelisted address, the system skips unnecessary validation steps, creating a more efficient path to completion without compromising security standards.
Transaction Clarity Improvements
The redesigned interface incorporates inline keyboard integration that eliminates the destructive overlay pattern previously forcing users to choose between input and verification. Embedding dollar values directly in input fields creates immediate value transparency while maintaining critical transaction context throughout the process.
Error State Management
A critical improvement involved completely redesigning the error handling system. Rather than leading users through a pointless transaction process destined to fail, the system now detects insufficient gas balances early and provides immediate, actionable feedback with clear remediation options.
RESULTS & IMPACT
Measurable Business & User Outcomes
Performance Metrics
Key Improvements
The redesigned send flow delivered significant performance enhancements across multiple business and user experience metrics following implementation and testing.
Transaction Success: 50% improvement in successful transfers through enhanced error prevention and clearer guidance throughout the process.
User Retention: 25% increase as users experienced a smoother, faster process with clearer instructions, increasing confidence when managing digital assets.
Business Impact
The redesign delivered substantial business value through higher conversion rates, increased user fidelity, and improved retention metrics. By creating a more intuitive transaction experience, Safe Wallet strengthened its competitive position within the cryptocurrency wallet ecosystem while building greater user trust and satisfaction.
User Wins
From a user perspective, the redesigned flow provides faster, more intuitive transactions with significantly less frustration and better guidance throughout the process. The improvements also enable easier navigation between wallets and simplified address management, addressing key pain points for both novice and experienced users.
VALIDATION & NEXT STEPS
Next steps
Implementation Recommendations
To maximize the impact of this redesign, I recommended a phased implementation approach featuring A/B testing between old and new flows, structured user testing to collect additional feedback, and continuous iteration based on real user data. Additionally, I advocated for creating a proper functional design system to ensure consistency across future feature development.
Conclusion
This redesign successfully balances business needs with user trust, making Safe Wallet's transactions more intuitive and seamless. By addressing critical friction points while maintaining essential security standards, the improved send flow significantly enhances both conversion metrics and overall user satisfaction, creating lasting value for the platform and its users.