Paysend users are essentially divided into two categories: Global Transfer and Global Accounts users. These statuses require users to complete some identity verification processes in order to open a bank account within Paysend, depending on the regulations in their respective regions.
In the pilot countries where we have identified the MVP of our crypto product (Poland, Portugal, Lithuania), we have only made it available to Global Account users - i.e. users who have completed the identity verification process, opened an account within Paysend, requested plastic and virtual cards, and can transfer funds to these products. The transition from GT to GA status within the Crypto product has not yet been established as an end-to-end flow, so we have taken this approach in the early stages.
However, at this point, our biggest OKR in Q1 2023 is to activate our product for all users in pilot countries. As a requirement for this, we have begun designing the GT -> GA transition flow.
This process consists of 5 main blocks: "Crypto Promotion Banners + Email Verification + Nationality and Document Uploading + Selfie Validation + Crypto Specific Agreements". It involves changes that will also affect the Transfer, Accounts, and Onboarding teams, so we have included PMs and designers from other teams in the process and identified areas for improvement that we can develop in this process.
Since the flow consists of long steps as required by its stages, after users start their journey, we designed many alternative flows by considering the technical requirements in order to find the most optimal flow possible until they reach the result. We tested these alternative flows with our current tester users through UserTesting. As a result of the tests, we reached two findings.
Users want to explore the product first, then complete to the long flow
Both in the tests we conducted with our potential and current tester users, we observed that users prefer to explore the content of the product first and complete these flows if they are interested, rather than reaching something after long flows.
This way, we provided users with the opportunity to explore what they can do within the product first, such as existing crypto assets, educational content, and news.
Another issue we observed during the tests was that when users validated their emails by clicking on the link we sent to their email, they were unable to continue the flow where they left off after exiting the flow and the application due to the lack of a deeplink.
This problem made it difficult for our users to continue the flow after exiting.
As a solution, I proposed:
Using a deeplink that allows users to confirm their email address by clicking on the confirmation link in their email and directing them to the point where they left off in the application. or
Sending a confirmation code to users instead of a confirmation link.
Since we already have a deeplink infrastructure that we use in other parts of our product, we decided to proceed with this solution.
To activate the crypto…
Throughout the flow, we used info-banner components to inform users about their current stage, directing them to relevant flows and displaying information about the processes they need to complete.