App Content Design Emails & Notifications

Venmo crypto

Task

Continuously improve upon and add to Venmo's crypto offering.

  • Client

    Venmo

  • Collaboration

    UX Team, Product Partners, Legal, Stakeholders

  • Markets

    US

The Challenge

As the sole Content Designer for Crypto on Venmo, I inherited a nascent and complex product. The initial experience needed to be more robust and user-friendly to drive adoption and trust.

 

I had to rapidly become knowledgeable in cryptocurrency to accurately translate highly technical concepts into Venmo’s plain, approachable language.

 

There was also an ever-present push from Legal and Compliance to mirror the PayPal crypto experience verbatim to mitigate regulatory risk. However, this would have created a jarring, formal experience that felt foreign to Venmo’s social and friendly user base.

crypto-screen

My Thought Process

I immersed myself in the crypto space, read whitepapers, attending engineering deep-dives, and asked lots of quetions. This allowed me to confidently distill concepts like “blockchain interoperability” into user-focused language like “Send crypto to friends.”

We aligned on core terminology and legal disclosures that were non-negotiable for consistency and safety (e.g., warning messages about volatility).

I championed Venmo’s voice in every user-facing interaction. Where PayPal used “You’ll need to verify tax information before you sell,” Venmo  used “Let’s confirm your tax info before you sell.” I built trust with legal by demonstrating that our versions were thoughtful, user-centric, and still met all compliance requirements.

 As Content Lead, I proactively identified content debt and UX friction in the existing flows. I spearheaded the refresh of the “Buy, Sell, and Hold” experience to be more intuitive, reducing user anxiety. For new features like crypto transfers and ID verification, I embedded content design early in the process to shape the user journey from the ground up, ensuring clarity and building trust at every step.

The Outcome

My tenure as the Content Lead for Crypto on Venmo resulted in a period of significant growth and maturation for the product, solidifying its position as a key player in retail crypto. Product Expansion & Cohesion: I successfully led the content strategy for multiple high-stakes launches, including:
  • Crypto Transfers: Enabling seamless transfers between Venmo and PayPal, a industry-leading feature that increased the utility of both platforms.
  • New Asset Listings: Integrating new cryptocurrencies, most notably PayPal USD (PYUSD), expanding user choice and utility.
  • Core Experience Refresh: Improving the foundational “Buy, Sell, and Hold” flows, which increased user confidence and transaction completion rates. As well as the launch of a more robust verification protocol, Tethered ID.
I proved that a brand can navigate a heavily regulated space without sacrificing its identity. I established a scalable content framework and collaborative processes that allowed Venmo Crypto to grow with a distinct, trustworthy, and user-friendly voice. This work not only improved the product but also set a new standard for how content design can lead and influence complex, cross-functional initiatives.
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