What we know
What we don't know
Overseas institutions need offshore accounts that can transact directly with Singapore banks.
Users choose StraitsX for its fast and cost-effective ramping services.
For accounting purposes, institutions have increasing needs for fiat wallet functions beyond just ramping services.
Whether personal users perceive the same value in fiat wallet features as business users do.
As business user needs evolve, whether this would require differentiated language and terminology across user segments.
To what extent do users need autonomy or automation in the ramping process?
Workshop
I facilitated a half-day workshop to align the team on key user needs and clarify uncertainties. The outcomes helped shape our design explorations by producing a dummy prototype of an ideal business dashboard for further user research, aligning on StraitsX’s business positioning and marketing communication, and identifying opportunities to optimize the ramping flow to validate with users.
Hybrid Methods
I created two new transaction flow concepts and tested them with SMB clients in 40-minute usability sessions. In parallel, I conducted surveys with retail clients to validate shared experience factors such as terminology, visual preferences, and wallet presentation—insights that impact all user types.
Uncover Why from Users
Use Case Oriented
Business users appreciate the wallet view but require separate tabs for stablecoin and fiat because operational workflows and accounting scenarios differ significantly.
Lack of Incentive & Trust
Personal users hesitate to allocate funds on the platform due to a lack of both trust and incentive.
They are unsure whether their deposits are protected under schemes like SDIC in Singapore, and there’s no clear benefit or yield for leaving money sitting idle on the platform. Without assurance or reward, they see no reason to commit funds.
Full Automation vs. Partial Autonomy
Personal users value fast, fully automated transactions. Business users also appreciate this efficiency, as it saves them time and reduces the need to contact customer support.
However, business users require checkpoints between currency swaps to support different operational use cases and involve different internal stakeholders. Automation is appreciated, but autonomy is necessary.
Shaping Directions
I led research to uncover user trust issues, business wallet separation needs, and ramping flow pain points. These insights shaped our focus on streamlining on/off-chain paths, expanding swap options, and reframing “Mint” for clarity.
Target Users
New Wallets for Business Users
Transfer In/Out
Streamline Ramp Flows for All
Mint
