Rebuilding Casumo’s
Wallet Experience for Faster Deposits & Withdrawals
Streamlining Payments: The UX Revamp That Boosted Player Transactions with Faster Deposits, and Fewer Headaches
Overview
A casino’s success relies on seamless transactions. Our existing wallet system was slow, unclear, and caused user frustration. My goal was to redesign the wallet experience to ensure quick, intuitive, and secure fund management - leading to a 10%-15% boost in deposit success rates (depending on market).
The Goal: Improve fund management, deposit speed, and user trust.
Role
Lead Product Designer - UX/UI Design, Prototyping, User Testing
Team
Product Managers,
Tech leads, Developers
Duration
2 months
The Challenge
Our user feedback showed that users wanted more balance visibility and clear ways of selecting or adding new payment methods, clearer transactions/betting history and an improved way to withdraw funds. Users have also expressed the confusion of depositing funds quickly during in-game play without exiting gameplay.
Research & Insights
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Conducted heat maps & session recordings in Fullstory → Found users struggled to deposit whilst in-game.
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Analysed support tickets → Frequent complaints about withdrawal failures.
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Benchmarked best practices from fintech & online gaming competitors.
Key findings
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We found that a number of users abandoned transactions due to unclear deposit steps.
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High friction in withdrawals led to an increase in support tickets.
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Users complained about navigating through their transaction history
The Design Process
Ideation & UX Strategy
Clearer UI in payment method selection
Looking at the original design, users struggled to identify where to change their payment method. Being at the very top of the screen was also not following common UX practices.
Solutions
Easier UX & UI language
✔ We brought the dropdown closer to fingers’ reach
✔ Tweaked the UI to look more like a dropdown component.
✔ Selector components were made more visible
In-game deposit buttons
If there is one component Casinos want prominent, is the deposit button during gameplay. In the original design, the deposit button looked nothing like a deposit button and was positioned very tightly to the “exit game” button.
Key Insights from User Behaviour:
❌ Users struggled to locate the deposit button during gameplay
❌ The users were forced to exit gameplay
❌ Players had to head to the wallet menu, deposit and then jump into play again.
Solution
✔ Clearer and more prominent Deposit button
✔ Flexibility to change payment method type quickly
✔ One-click quick deposit flow
Transactions History
We had a lot of support tickets from users who were struggling to read and download a statement of their transactions / betting history. This was clearly an important matter for our players as some needed this information for taxation purposes.
Key Insights from User Behaviour:
❌ Users struggled to navigate through the history timeline
❌ UI felt outdated
❌ No download button was available and added unnecessary stress on other departments
Solution
✔ Update design to follow new design system
✔ Organise information with a better hierarchy
✔ Implement download button
New Transaction History Layout
New Bets History Layout
Why this matters
By addressing these UX pain points, we created a more intuitive, user-friendly wallet and in-game experience that gives the player convenience to continue playing without needing to be interrupted. Users can now conveniently browser through their transaction history to understand and manage their funds in a more efficient way.
Results & Impact
Deposit success rates have increased 10%-15% (depending on the time and market)
Time to complete a withdrawal decreased by 35%, from 1m 45s to 1m 08s.
Reflection & Learnings
This project reinforced the importance of designing for trust and transparency in financial transactions. Moving forward, we plan to introduce one-click deposits and AI-powered transaction support.
