Exploring the Effect of Anthropomorphic Conversational Interfaces on UX and Adoption in Crypto Wallets
Role
UX Researcher & Designer
Timeline
December 2024 - June 2025
Team
Independent
Blockchain adoption lags behind other emerging technologies because wallets are difficult to understand and don’t align with users’ existing mental models. When faced with complex or unfamiliar systems, users often rely on what they already know, which can make blockchain interactions feel confusing and untrustworthy. Conversational interfaces and subtle anthropomorphic cues provide a way to simplify these experiences, enhance clarity, and foster the trust necessary for broader adoption.
Lack of feedback during loading states
Poor loading states where transactions appear to be ‘pending’ for long periods without context or visual feedback worsen the user experience, making it difficult for users to understand whether the system is functioning properly.
Complex technical barrier
The limited design of pending states in many crypto wallets often forces users to navigate complex, unfamiliar technical language and rely on external blockchain explorers to verify transaction status.
Erroneous mental model
The poor usability challenges, technical knowledge requirements, and lack of user-centric design create an immense gap in research and an opportunity to move the industry forward.
RQ1. How do users’ trust, attitude, user experience, and intention to adopt a crypto wallet differ across a conventional interface, conversational interface, and anthropomorphic conversational interface after completing a cryptocurrency transaction?
RQ2. How do participants’ perceived trust, comprehensibility, and security change across a pending state with progress and contextual feedback versus minimal feedback, and do these changes differ depending on the type of crypto wallet interface?
Lack of feedback during loading states
Poor loading states where transactions appear to be ‘pending’ for long periods without context or visual feedback worsen the user experience, making it difficult for users to understand whether the system is functioning properly.
High cognitive burden
The limited design of pending states in many crypto wallets often forces users to navigate complex, unfamiliar technical language and rely on external blockchain explorers to verify transaction status.
Detrimental impact on trust and adoption
Such poor design patterns lead to confusion, uncertainty, and mistrust—negatively influencing adoption and retention rates for blockchain services.
Lack of beginner-friendly design
Crypto wallets are often not designed with beginner users in mind, and many interfaces assume a level of familiarity with blockchain technology that the average user does not possess.
Blockchain transaction user flow
The image below illustrates the steps users take to complete a crypto transaction.
Design feedback loops that build trust
Participants felt more confident, trusting, and knowledgeable after receiving time-based contextual feedback with progress indicators. Designers should prioritize guiding users through the process and providing useful contextual information that can enhance participants’ understanding of blockchain.
This means designers should:
Include visual feedback showing transaction stages.
Explain why delays happen and what’s occurring behind the scenes.
Share educational cues in real time (e.g., “Waiting for validator approval”).
Don’t rely on conversational interfaces alone
Although conversational and anthropomorphic UIs were explored, they did not significantly improve trust, usability, or adoption intent on their own. Many users were unsure whether the chatbot feedback was honest or scripted. If the agent’s behavior lacks responsiveness or interactivity, users may see it as inauthentic or gimmicky.
Conversational interfaces must clearly respond to user actions in real time.
Anthropomorphism should be functional — not decorative.
Static or non-responsive agents can create mistrust and confusion.
Lessons learned
UX impact is strongest when interfaces are clear, responsive, and contextual — not just “human-like.”
Trust can be built without complex design through thoughtful feedback and educational cues.
Measuring both pragmatic and hedonic dimensions of user experience is essential to understanding adoption intent.
Even minor usability tweaks in feedback can significantly improve how users perceive blockchain technology and their perception of time.
