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Synapse

Service

SynapseFI is a banking platform that enables companies to provide financial products to their customers for a fraction of the cost of traditional banks.

Responsibilities

  • Defined and structured Synapse's information architecture, design, and user experience.
  • Established and implemented creative and visual standards for Synapse's brand identity.
  • Conducted extensive user testing to gather actionable feedback, analyze results, and identify areas for improvement.
  • Leveraged user insights to refine the product strategy, enhancing functionality and usability based on feedback.
  • Improved and proposed better information architecture from a UX design perspective.
  • Empowered users with enhanced functionality, reduced support interactions, and designed an intuitive, user-friendly experience.
Client Dashboard : Before
before_dashboard

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Overall Problems

  1. Complex Navigation and Usability: The majority of participants reported that the development dashboard is challenging to navigate and use, frequently describing it as “confusing,” “unintuitive,” and “not user-friendly.”
  2. Hidden Key Functions: Many users expressed difficulty in locating important functions upon logging in, resulting in considerable time spent learning how to use the dashboard.
  3. Challenges for Infrequent Users: Users who access the dashboard infrequently struggle to understand available functionalities and capabilities.
  4. Inconsistent Functionality: Certain features, such as the “never log me out” button and batch transactions, do not operate as expected.
  5. Labeling and Language Issues: The dashboard suffers from poor labeling and unclear language, which hinders effective user interaction and understanding.
Client Dashboard : After
Improvements Direction

  1. Enhance User Autonomy: Empower users with greater functionality and the ability to complete tasks independently.
  2. Reduce Support Inquiries: Minimize the volume of help tickets and Slack messages received by improving self-service options.
  3. Improve Usability: Create a more intuitive and user-friendly experience to facilitate easier use.
after_dashboard

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Create Transaction : Before
before_tx

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Overall Problems

  1. Complex and Lengthy Process: The current workflow is long and confusing for users.
  2. Unclear Fee Responsibility: It is difficult to determine who is responsible for covering the transaction fees.
  3. Uncertainty in Fee Amount: Users find it challenging to ascertain the exact transaction fee amount.
Create Transaction : After
Improvements Direction

  1. Simplify the Workflow: Streamline the process by reducing steps and incorporating clear, step-by-step guidance to enhance user understanding and ease of use.
  2. Transparent Fee Information: Implement a clear breakdown of transaction fees at the point of transaction, showing who is responsible for the fees.
  3. Real-Time Fee Calculation: Provide real-time calculations of fees before the transaction is completed to eliminate uncertainty and improve transparency.
  4. Intuitive Design Enhancements: Use visual aids and clear labeling to make the interface more intuitive, helping users navigate the process more easily.
  5. Interactive Help Features: Integrate tooltips, FAQs, and live support options to assist users throughout the transaction process, reducing confusion and support inquiries.
after_tx

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Dashboard-User Detail : Before
user_detail_before

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Overall Problems

  1. User Node Visibility: Users must scroll extensively to locate their node, making it difficult to identify at a glance.
  2. KYC Issue Identification: Users struggle to identify which KYC (Know Your Customer) requirements are missing and lack clear guidance on resolving these issues.
  3. Confusing Verification Indicators: The green and red circles used to indicate document verification status can be confusing, especially when documents are verified but not required for KYC.
  4. Document Verification Clarity: Users find it challenging to determine which documents are not verified and the reasons for their non-verification.
Dashboard-User Detail : After
User information
user_detail_info_after

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Transaction information
user_detail_tx_after

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Analytics : Before
analytics_before

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Overall Problems

  1. API Request Response Times: Complicated information architecture for API usage.
  2. Node Balances: Indirect access and visualization of node balance information.
  3. Transaction Volume Analysis: Insufficient data on transaction volumes, particularly for long-term trends beyond the past 30 days.
  4. User Verification Status: Unclear distinction between verified and unverified users.
Analytics : After
Improvements Direction

  1. Simplify the information architecture for API usage by organizing and categorizing API calls more intuitively.
  2. Design a more direct and user-friendly interface for accessing and visualizing node balance information.
  3. Enhance data visualization tools to provide comprehensive insights into transaction volumes, including long-term trends.
  4. Improve the user interface to clearly differentiate between verified and unverified users through distinct visual indicators.
analytics_after

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New Client Onboarding : New Feature
user

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UX Directions

  1. Empower User Autonomy: Enhance user functionality to enable more self-service capabilities.
  2. Minimize Support Interactions: Implement solutions to decrease help tickets and Slack inquiries.
  3. Enhance Usability: Design an intuitive and user-friendly experience.
Design Style Guide
style_guide

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