Improving Interface Design for a Better User Experience
CoinFlip, a cryptocurrency ATM provider, allows users to buy or sell Bitcoin and eight other cryptocurrencies at any of its 2,200 ATMs across 47 states. Gaining recognition as the world’s leading Bitcoin ATM (BATM) operator, the Chicago-based company is rapidly expanding their product offerings and is increasing the public’s access to cryptocurrencies.
Even though cryptocurrency is on everyone’s lips, the concept is still new enough to be intimidating. CoinFlip came to us because they needed to understand the needs of their various audiences and make their BATM’s UI as intuitive and accessible as possible.
They had a sense that their current UI was suboptimal, but had never conducted primary research on their users or their needs.
We conducted two phases of research:
- field research to gain insight around the BATM experience and
- usability testing on an updated UI prototype to validate the initial insights and make final recommendations.
One part contextual inquiry and one part Behavioral Science & UX assessment
We went to 4 high-traffic locations around the San Francisco Bay Area and interviewed new CoinFlip users, existing CoinFlip customers, and store employees.
Perspectives from both new and experienced CoinFlippers
We conducted moderated usability tests with existing CoinFlip customers who had participated in our field research, as well as with people with no prior knowledge of CoinFlip. We presented all individuals with the updated UI, and asked them to complete two different user flows: one to purchase under $900 worth of Bitcoin, and another to purchase over $900 worth of Bitcoin. Our intention was to ensure that each tier of the transaction was complete with clear instructions and imagery.