Context

Motocho is a crypto platform that allows to trade from one account on multiple exchanges and gets benefits from automated arbitrage. One of the steps in the conversion funnel is to add fiat or crypto funds.

Problem

  1. Customers can't understand how to add funds to the account. As a result, they can't trade. Trading is our core experience and it's mean that the customers can't use Motocho.
  2. The customers overloading the support team with question "How I can add cash?"

One pager

Every product has a lot of tasks but always limited resources, that is why I integrated into the product process this document that has three statements:

Current GUI

Current GUI

Product design process

#1 Problem validation

After this signal, I was started reading conversations to better understand the source of the problem and assign the priority in our backlog and to which backlog it belongs.

During problem validation, I found out that this problem is relevant to all our customers' segments and especially to A and B. The support team also spent a lot of time on these conversations.

#2 Discover

I assigned this task to the backlog "save money" and solution of this task must save money, which is obvious. Since customers from all segments had this problem, I had a lot of materials to read and sort to define pains, gains and jobs.

Insights from this research helped me to define job story and benefits for the company.

Benefits