Led the redesign for end-user crypto payment form

Revenue data showed three types of loss: failed payments, support overhead, and compliance exposure. The third one was the surprise.

€193K in unrefunded funds sitting in processing accounts. Not a UX problem. An active AML and licensing liability that got worse every month nothing was done.

Audited 8+ features competitors had but we didn't: recurring payments, live exchange rates, branded payment pages, transparent fee breakdowns, post-purchase refunds, adjustable error handling, extended timers.

Every gap had a documented lost lead or churn risk.

15-minute timer. No branding. No fee guidance. No network selector. No refund path.

For anyone new to crypto, the form looked like a trap.

A transaction list in merchant account with no actions. No refunds, no settings, no recurring payments. Anything outside a standard payment meant a support ticket.

Three named prospects declined to integrate. One client switched to a competitor.

Let merchants customize the payment page with their branding. A familiar environment signals legitimacy to users who've never paid in crypto before.

Rewrote the copy and restructured visual hierarchy so the next required action is always clear.

Added wallet fee guidance before sending and a way to top up small shortfalls instead of failing silently. Merchants got a configurable tolerance threshold.

Added a network selector with validation before confirmation. One field eliminated an entire category of unrecoverable failures.

Extended the payment window from 15 minutes. Enough time to find a wallet, check the amount, and send without pressure.

Gave users a self-service refund flow, resolving the €193K sitting in unresolved funds without contacting support.

Added contextual tips at each step: network explanation, fee visibility, confirmation guidance.

Added recurring payments for subscription-model merchants. A documented requirement from prospects who declined to onboard without it.

Gave merchants a self-service refund flow. No more involving the CoinsPaid team, and the €193K compliance liability stopped growing.

Built a unified settings layer covering branding, default currency, fee ownership, and account preferences. All without contacting support.

Redesigned the merchant interface: denser layout, better filtering, clearer status signals. Established the design language that carried into the full processing platform redesign.

Ran quantitative testing on Pathway before the stakeholder pitch.

Four task types: first-click accuracy on the payment form, error recovery when sending the wrong currency, paying the correct amount with a wallet fee in play, trusting a branded payment page after arriving from a merchant's site.

Task success rates were high across all four scenarios. All three core failure modes from the old flow were resolved: trust, commission blindness, wrong network.