Industry
Web3
My role
UX Auditor/Designer
Timeframe
3 days 2025
Product Type
Mobile app
Goal
Analyze and improve the onboarding and verification flow for new users, with a focus on reducing friction and making the process more transparent and intuitive.
Solution Highlights
Mapped key pain points and unclear flows in onboarding.
Refined step descriptions to set clearer expectations early.
Streamlined the journey by removing friction and improving labels.
Impact
Increased user clarity and trust in the onboarding process. Reduced drop-off by simplifying steps and improving guidance. Created a more transparent and conversion-friendly flow.
Binance is one of the most widely used crypto exchanges, but its onboarding flow presents significant challenges for first-time users. While identity verification (KYC) appears to be the main requirement, users are not clearly informed that additional steps - such as phone number or authenticator app verification are also needed to complete a purchase.
These additional requirements are introduced late in the process, often at the moment of placing an order, which breaks the user’s expectations and creates friction. The flow also suffers from vague labels, redundant screens, and a lack of clear guidance. As a result, the experience can feel confusing, repetitive, and unpredictable - especially for users unfamiliar with crypto platforms.
On the verification screen, users are informed about the types of information required for ID verification as part of the Know Your Customer (KYC) process. However, there is no mention of mandatory phone verification or authenticator app verification.
After successfully completing KYC verification, users are led to believe they are ready to place orders. When they click the "Place Order" button, they expect to proceed to the fund transfer screen. Instead, they are redirected to a Trading Requirements screen. Additionally, the number "28" displayed on the "Place Order" button is confusing and seems like a code issue.
On the Trading Requirements screen, some information is presented in gray text, making it appear unimportant and easy to overlook. The wording is also unclear; it states that users "should complete" certain steps, rather than making it clear that these steps are mandatory in order to place an order.
The button on the SMS Verification card resembles a tag rather than a traditional button, which is confusing for users. Furthermore, this tag/button is non-functional-it does not redirect users to the appropriate section for verification, nor does it open a verification form. Ideally, the verification form should be accessible directly on this screen, as it is the only remaining step to complete profile setup. There is also no information provided on how to enable verification, and the enable button itself does not work.
Onboarding Improvements: Two Possible Versions
In the first version, I would add 2FA to the onboarding steps. Users can clearly see on the homepage what is required to deposit funds, along with a clear call to action to update any necessary information.
In the second version, 2FA is included as part of the general verification process. Once the user completes the entire flow, they are able to deposit funds.
The screen titled “Phone number verification” shows only an “Add phone number” button — instead of immediately allowing input.
Clicking the button leads to a misleading screen titled “Email verification”, which causes confusion.
The button says “Submit”, even though the user doesn’t know this is just the beginning of a multi-step flow.
The next screen lacks context and displays only the fields for phone number and verification code, leaving the user unsure about which code is required. A description of this step is missing.
The “Get code” action looks like plain text, not a button. Only after submitting a wrong value, the app shows “Please get the verification code first”, revealing expected behavior too late.
The gray description can be easily missed, and the wording is unclear. "should" should be replaced with "must".
The "Continue" CTA does not make sense in this context. Continue with what, if all the steps have already been completed?
Removed the initial empty screen and added a description in a readable color so the user understands why phone number verification is mandatory.
Replaced the "Get code" in-field text button with a filled button for clarity.
The "Enter code" field now appears only after the user clicks the "Get code" button. Added an option to resend the code.
Improved the wording in the Trading Requirements description.
Clear Call to Action: The "Start trading" button should redirect users to the homepage.
The Binance onboarding flow lacks clarity and consistency, especially regarding required verification steps beyond KYC.
Critical actions, like phone number verification are introduced too late in the process, leading to user confusion and interrupted journeys.
Poorly labeled buttons, unclear copy, and redundant screens weaken user trust and slow down task completion.
By surfacing all verification steps earlier, simplifying the flow, and applying consistent, accessible UI patterns, we can significantly reduce friction and increase user confidence.
Clear communication, actionable CTAs, and fewer unnecessary steps create a smoother, more predictable onboarding experience, especially important for first-time crypto users.
