Back to collectionWallet Friction Enters the Engineering Queue
As the studio invited players to visit its Omniya booth, it still had to address the difficulty of using the cards people already held. A player said the wallet steps were too tangled: repeated confirmations discouraged them before they could look at a card. Until then, much of the conversation had been about bringing players to the booth and its content.
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As the studio invited players to visit its Omniya booth, it still had to address the difficulty of using the cards people already held. A-Zhen was an early engineer working on the chain side. At the engineering meeting, what she heard was not a request for a new feature but a complaint that some players could barely get through the wallet flow.
A player said the wallet steps were too tangled: repeated confirmations discouraged them before they could look at a card. Someone in the meeting suggested replying, “Follow the prompts.” A-Zhen argued that this would not reveal where people got stuck. The team put the complaint in the requirements queue and agreed to gather specific points of friction before deciding whether the wording, step order, or a technical issue needed attention.
Until then, much of the conversation had been about bringing players to the booth and its content. This complaint pointed to an obstacle at the entrance to the experience itself. A-Zhen planned to organize the next round of feedback by the step where each player stopped and share it with her engineering colleagues. The issue was recorded, but the flow had not yet changed, and no one could say which step drove away the most people.