Simplifying Crypto Offramp for First-Time Users
TIMELINE
PLATFORM
Web & App
ROLE
Design, Research & Strategy
Overview
LuminPay is a hybrid fintech platform connecting fiat and crypto for individuals and businesses. Users can onramp fiat, offramp crypto to local currency, send cross-border payouts, and merchants can collect crypto payments via links and POS terminals. For most users, crypto is unfamiliar and high-stakes, coming from a cash- and bank-transfer-driven culture. Offramping is the most frequent, highest-stakes action the moment trust is earned or lost, since transactions are irreversible and invisible on-chain.
I led design, research, and strategy for the mobile app's cross-border experience helping customers make seamless cross-border transactions.
Problem
First-time crypto users feel high anxiety during offramp: the transaction is irreversible, happens off-screen, and offers little reassurance while processing. Without clear, real-time status updates, users are left wondering if it worked, where their money is, and whether they did it right.
This uncertainty drives hesitation before transacting, support tickets during processing, and in the worst case, abandonment or lost trust after one bad experience. Since LuminPay's growth depends on repeat offramping, this trust gap threatens adoption and retention across every market it enters.
Impact
Calmer Transfers
Fewer
Tickets
Repeat
Trust
Solution
Home Screen as a Trust Anchor
The home screen gives users a quick, honest snapshot of their money before they even think to ask. Recent activity and any in-progress cross-border payout are surfaced right away, so checking status doesn't feel like a separate task. It becomes part of just opening the app.
Home screen also shows hide wallet, quick actions and latest transactions
Plain Language, Not Blockchain Jargon
Technical terms are swapped for language a first-time user actually understands. Something like "converting to Ghanaian Cedi" instead of "on-chain confirmation pending." Both the sent and received amount are shown side by side so users can track value across the currency switch.
Different sending options to make sure that we cover and cater for different user types which should encourage them to make a transaction without limit
Step-by-Step Status During the Send
Instead of one long loading screen, the transaction is broken into visible stages, like sent, converting, and in transit. Users can see progress instead of just waiting and hoping.
Skeleton loading to give components and screens time to load while making sure the user understands something is happening on the screen
Verified Users only
To support Compliance, avoid fraud and to make sure users are not using other peoples data we implemented a KYC and KYB for this process using Didit API.
starter and registered business have different sign up flows to tailor there experience
Self-Serve Tracking After the Fact
Even after sending, users want the option to check in. A full transaction history lets them see the status of any cross-border payout without needing to message support.
Simplified Activity tracker so users can see the details that
they want and trace previous transactions
Learning
First-time crypto users feel high anxiety during offramp: the transaction is irreversible, happens off-screen, and offers little reassurance while processing. Without clear, real-time status updates, users are left wondering if it worked, where their money is, and whether they did it right.
This uncertainty drives hesitation before transacting, support tickets during processing, and in the worst case, abandonment or lost trust after one bad experience. Since LuminPay's growth depends on repeat offramping, this trust gap threatens adoption and retention across every market it enters.
Other Works
