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Withdrawal Redesign

Team

Product / UX

Year

2021-2022

Location

Denver, CO

Site

Pointsbet.com

User Problem

The lack of specific context about the state of a user's money when withdrawing funds from the PointsBet app causes frustration and confusion to the user.

Background

PointsBet is a fast growing sports betting app which has invested heavily in user experience to stand out among its competitors.

The app has high user traffic, and the nature of wagering means each user journey can have some fairly high stakes!

A smooth withdrawal experience is required to maintain user trust and allow them to access the funds they may win by wagering in the app.

Current Design Flow

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Areas for Improvement

Leverage more visual hierarchy in UI
Break flow into more pieces to reduce cognitive load per page. (Less pages does not mean less work)
Show saved/previous withdrawal methods up front to remove the need for users to figure out their easiest path.
Make the "Withdrawal Pending" screen more useful by displaying information specifically relevant to the pending withdrawal type.
Set a more scannable expectation on the pending screen.

Inspiration / Research

The design system is slowing changing towards a specific visual style as it is, and for that reason, UI styling choices were fairly simple and straightforward. Ideation started on paper and from there I went directly to sketch.

Inspiration during early ideation mostly came from delivery apps like Doordash and Uber Eats.

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Problems to Overcome

Due to the structure of the company, UX improvements are hard to push into development. Product Managers make their own roadmaps which are usually a collection of features.

It is much harder to measure the business success of a UX improvement than it is to measure the success of a new feature. A PM's choice to put a feature on their roadmap rather than a UX improvement is completely understandable.

A good strategy get a UX improvement into development is to approach it systematically.

In projects that are on the PM's roadmap, utilize design components that can be reused in the UX improvement. Not only are you knocking out 2 birds with 1 stone, you are also building out the app's design system in a thoughtful and consistent way.

PMs are aware of this strategy too obviously! Nothing shady here!

Building the Timeline Component

A new withdrawal option was launched in which allows users to receive their money faster. The feature is called "Pay With My Bank Instant Cashout" however with how our payment engine works, it is not actually instant.

This might set a false expectation and confuse or frustrate the user. With this in mind, I included a timeline infographic of the process to give the user a better idea of what to expect.

The timeline is the same component as what is used in the updated PENDING screen.

As the Instant Cashout project was being built, I coordinated with the front end developer to make sure he built it in a way that which could allow it to light up green or yellow depending on a given status.

Building the update to MFA

As of April 30, 2022, New Jersey will require all sportsbook user's to have MFA enabled in order to log in.

I took this opportunity to push through the UI update for the MFA flow.

Now, the UI of the MFA flow is updated, and can be carried over to other areas of the app.

The plan is to keep chipping away!

Either by consistent advocating for UX improvements like this, or slowly building components in other areas, this withdrawal redesign will be built sooner or later!