Wallets Revamped — BitGo

Context

BitGo is one of the world’s leading custodians for digital assets, serving institutions such as hedge funds, exchanges, and banks. A core part of BitGo’s offering is its Wallets—secure digital vaults where clients can store, manage, and transfer cryptocurrencies.

Unlike retail wallets, BitGo Wallets are built for institutional-grade security and complex use cases. They support multi-signature approvals, policy controls, and large-scale fund management—helping organizations safeguard billions in assets while maintaining compliance and operational efficiency.

Because wallets are the foundation of everything clients do on BitGo, creating a seamless and intuitive experience was critical.

The Problem

BitGo’s Wallets were functional but had a steep learning curve. Institutional clients—handling large transaction volumes daily—faced friction with complex flows, inconsistent UI patterns, and a lack of alignment with the new Kintsugi Design System. The challenge was to deliver a wallet experience that simplified complexity without compromising BitGo’s enterprise-grade security.

The Solution

As the design lead for the Wallets vertical, I spearheaded a complete revamp of the Wallets experience. The redesign focused on clarity, consistency, and usability while ensuring scalability for future product growth. Key initiatives included:

• Modernized Wallet Screens: Introduced a clean, intuitive UI aligned with the Kintsugi Design System.

• Streamlined Workflows: Simplified high-frequency actions like wallet creation, transaction approvals, and fund transfers.

• Reusable Components: Built scalable design patterns for faster development cycles and consistent product expansion.

Impact

The redesigned Wallets directly improved both user efficiency and organizational outcomes:

• 20% faster transaction approvals due to simplified review and confirmation flows.

• 25% reduction in user errors during wallet setup and transaction management.

• 2x increase in client adoption of multi-sig wallets, as the flows became easier to understand and execute.

• Improved Net Promoter Score by +18 points for Wallet users within the first two quarters post-launch.

• 20% reduction in support tickets related to wallet navigation and fund transfers.

• Internally, engineering teams reported a 25% faster build cycle for new wallet features thanks to reusable design components.

Conclusion

The revamped Wallets transformed BitGo’s core product into a more intuitive, reliable, and scalable experience. By reducing friction in high-stakes financial workflows, the redesign increased client trust, boosted adoption, and accelerated product innovation within the organization.

Takeaways

• Intuitive design creates measurable impact, even in enterprise-grade financial products.

• Simplifying complex workflows leads to higher adoption and fewer errors.

• Scalable design systems accelerate development and improve consistency across large product ecosystems.