A crypto exchange redesign that made the process clearer and helped build trust

I reworked key user journeys and supported the redesign’s implementation through to launch

B2C
web service
fintech / crypto
redesign
design QA

X-Order currency pair selection on a phone

Fewer recurring support requests

According to feedback from the support team, after launch users asked fewer questions about the exchange process

The exchange journey became more predictable

Key terms, order statuses and next steps form a clear sequence

Users reported greater trust in the service

In reviews, users mentioned the clarity of the updated interface and a sense of the service’s reliability

Redesigned within the existing platform

The new journey structure was implemented while preserving the familiar exchange logic and accounting for technical constraints

About the project

X-Order — a cryptocurrency exchange platform

The service was already live, but the interface did not help users stay in control of an exchange or trust the service.
The goal was to make the user journey clearer and more convincing while preserving the product’s core mechanics

Industry: Fintech / cryptocurrencies
Role: Product UX/UI designer
Responsibilities: Audit, UX/UI design and implementation support
Team: Product manager, lead and developers
Constraints: The existing technical platform and design system

How I identified the problems

Before the redesign, I examined the core exchange journey and compared my interface audit with support requests and feedback from the team

Interface audit

I walked through the core journey, from choosing an currency pair to completing an order, on desktop and mobile

User journey audit map showing screens, notes and pain points

Support requests

I identified recurring user questions

Table of common questions about rates, limits, payment details, payment confirmation, statuses, processing time, next steps and errors

Team feedback

I discussed user problems, business priorities and technical constraints with the team. This helped determine which changes to include in the redesign and how to implement them on the existing platform.

Prioritization

I focused on four areas that affected how easily users could complete an exchange, track an order and trust the service

Four priorities: the main exchange flow, order tracking, trust and a consistent user experience

01 · Simplified choosing an currency pair and submitting an order

Problem: The journey audit and support requests showed that rates, limits, available currency pairs and order fields competed for attention. Users struggled to check the terms quickly and understand the order steps
Solution: I restructured the journey from choosing currencies to confirming an order, preserving the core exchange mechanics. I separated it into sequential steps, grouped related data, made rates and limits more visible, reduced visual noise and highlighted the main action
Result: Key terms became available before submission, and each step had a clear purpose. The journey became more consistent and predictable; after launch, the support team reported fewer recurring questions about the exchange process

Currency pair selection in the old dark and new light interfaces, showing rates and reserves — Choosing an currency pair: I reduced visual noise, simplified currency lists and highlighted rates and reserves

Order form before and after the redesign, showing grouped fields, prominent terms, error guidance and the primary action — Submitting an order: I grouped fields, highlighted rates and limits, and reworked field validation

02 · Made the process predictable at every step

Problem: After an order was created, the interface did not clearly explain the current exchange stage or whether the user needed to take action
Solution: I reworked order states: made the current status more prominent, added explanations and specified the next action for each exchange stage
Result: The process after submission became more predictable: users understand what is happening and whether they need to act or wait

Order status in the old dark interface with lengthy instructions and the new light interface with a prominent status and next step — Order status: before and after the redesign

A predictable exchange process

03 · Strengthened trust in the service

Problem: Before exchanging, users found it difficult to assess the service’s reliability: company information, documents, reviews and contacts were scattered, and there was no dedicated About us page
Solution: I designed an About us page and reworked the sections that support trust: reviews, documents, FAQ and contacts. Important information became available before submitting an order
Result: Users gained more context for making a decision before transferring funds. After launch, reviews mentioned the updated interface’s clarity and greater trust in the service

About us, reviews, documents, FAQ and contacts

04 · A consistent experience across the product

I aligned the rest of the product around consistent interaction patterns and visual design, so familiar ways of doing things worked throughout the service

personal account
order history
accounts & withdrawals
verification
security
API
news & articles
modals & utility pages
contacts

Takeaways

This project showed me how much the user experience can improve while preserving a product’s core mechanics. The main changes focused on information hierarchy, the sequence of actions and interface feedback.

As a next step, I would test the updated flow with users: how easily they find exchange terms, understand statuses and identify what to do next.