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@ MouxDesign
2025-04-04 12:55:14
At a conference I sit in a quite area and observe and enjoy a coffee. It's bustling around and many are attending a speech at the main stage. Two people sit next to me on a sofa and begin a conversation. He's wearing a beige hoodie and seems to be builder in the space, she's wearing a green winter dress and they seem to be colleagues.
It seems they are now meeting for the first time in real life and exchanging advice, him advising her on how to store her Bitcoin. He’s been longer in the space it seems and she’s just started at the new start-up. I quickly introduce myself and ask them if I may listen in on the conversation since I am a researcher working in the space. They happily agree. She goes on to mention that she will be paid in Bitcoin and does not know how to store it. He goes on to advise her on using a hardware wallet, then takes out his phone and shows a video of the hardware wallet he is using.
She says "Wow, it looks so easy to use. I tried so many different hardware wallets but they are so difficult to use." I see the tension in her shoulders, which then relaxes a bit. He goes on to show her all the security and backup methods for this particular hardware wallet. "I'm sold." She's smiling now and one can see that a decision has been made.
These conversations are happening everyday across the world not only at conferences but in villages, cafes or during random conversation at co-working working spaces. While we strive for good marketing and adoption of Bitcoin, these simple conversations between two people are what is driving actual use.
Safety and trust is a cultural concept in many countries and viewed differently depending on where one has originated from. If one is to imagine that many people would benefit from storing BTC on a device or using an app for lighting transactions then they must trust the process. This need to trust is a basic primary human need.
They will only trust the process if:
- Empowered: They feel as if they 100% know what they are doing when they are onboarded to the application/hardware device. If there is anything that creates doubt or friction in their minds, the trust to use it as a storage of BTC is gone. A person will window shop when deciding to use a wallet. On average when we interviewed people for various UX research initiatives one person had a minimum of two different Bitcoin wallets on their phone. Prior to that they had tested out quite a few wallets before settling on a decision.
- Safe: Many are nervous that they will not be able to access their funds once they put it online/on a hardware device. However often receiving advice from someone they trust this will result in them feeling safe. They will likely use the very same device/application that is being used by their friend/colleague or person in a close inner circle.
While this story might seem overly simplified, it’s been repeated multiple times while observing the behavior of people at conferences, through usability tests, and through interviews.
If we understand that a person is tentatively stepping into a “home” (Bitcoin wallet/hardware device) and looking “around” (onboarding process). Once they step in, they will only leave their “bag” (BTC) on the table if specific criteria are met. If not, they will pick up their “bag” (BTC) and walk into the next “home.” (Bitcoin wallet/hardware device). During this process there are basic psychological principles are taking place.
This is where design comes in and creates an experience. The UX design could be equated to the “interior design” of the house. Every click, every interaction every visual that a person sees or experiences is driving them to trust or distrust the experience. We as builders have a unique role in this process and I fully believe that we will solve these challenges together.
If you've read all the way to the end, thank you. On another note, the last 3 weeks have been filled with a lot of strategic thinking, planning, and collaboration.
There are many balls in the air at the moment:
- [Designathon](https://event.bitcoin.design/)
- [UX Research OFF](https://github.com/BitcoinDesign/Meta/issues/765)
- [Presidio Design Week](https://github.com/BitcoinDesign/Meta/issues/746)
- [BTC Prague](https://github.com/BitcoinDesign/Meta/issues/745)
- UX Research Africa strategy
If you've read all the way to the end, thank you for reading.
✌🏽Peace