Xapo Bank
Crypto
Fintech
Bitcoin
Services
UX Audit, Onboarding
Client
Xapo Bank
Date
June 2021 - September 2021
Overview
As part of a critical Design OKR, I was tasked with leading a UX audit and redesign of the user onboarding experience—a pivotal journey that included KYC and machine learning-based verification processes. My objective was to uncover friction in the existing onboarding flow and identify ways to simplify, clarify, and build trust. This was especially important given that Xapo operates in a space that demands both speed and regulatory compliance.
Key feature // 1
Clarity from the first tap
I began with a UX audit of Xapo’s onboarding experience, identifying gaps in clarity, flow, and trust. The redesigned screen sets expectations upfront—showing users what’s required to open an account. Paired with clear, actionable recommendations, this helped improve conversion in a process governed by strict regulatory steps.
Key feature // 2
Streamlining onboarding in a regulated space
I redesigned Xapo’s 4-step onboarding and KYC flow to reduce drop-off and increase user confidence. Each screen guides users with clarity—from what personal details are needed to how best to scan identity documents. By anticipating user questions and friction points, the flow balances regulatory compliance with a smoother, more supportive experience.
Key feature // 3
Design guidance that drives implementation
I delivered a detailed UX audit and recommendation deck to the product owner and engineering team—outlining key usability issues and clear, actionable solutions. Every recommendation was accepted and implemented, with engineers praising the clarity, depth, and practicality of the analysis.
Results
Improving First Impressions
Through a targeted UX audit and onboarding redesign, I helped the Xapo team accelerate improvements to conversion and compliance workflows. My recommendations were delivered with clear visual mockups, prioritised by implementation effort, and fully adopted by the product and engineering teams. The result was a more transparent, user-friendly KYC experience that earned strong internal feedback and helped reduce friction at a critical touchpoint.
Conclusion
This UX audit was a foundational project that not only surfaced usability flaws but unlocked strategic improvements to Xapo’s onboarding experience. The result was a more transparent, reassuring, and conversion-optimised flow—one that aligned with the company’s positioning as a secure, user-first crypto platform. The audit also set a precedent for using real user feedback and design heuristics to guide future UX improvements.