Coinbase CEO admits to broken UX, promises rapid improvements following customer feedback

Coinbase CEO Brian Armstrong said the exchange would improve the user experience on its main application over the next few weeks after conceding that it was broken in an Aug. 12 tweet.

Coinbase broken UX

According to Armstrong, the user experience on its application was below par, especially for non-fungible tokens, L2s, and decentralized applications.

The challenges came to light through the exchange’s ongoing Onchain Summer initiative. This campaign has prompted the exchange’s staff to directly encounter and address these issues, fostering a heightened motivation to resolve them. Armstrong said,

“One thing #OnchainSummer is exposing is just how broken our UX is in the main Coinbase app for NFTs, Dapps, and L2s today. Sorry to say, but true.”

The CEO strongly encouraged users to share their insights regarding user experience difficulties. According to him, this proactive engagement will enable the company to rectify these concerns diligently.

“If you have a UX pain point or something not working, send us feedback in the replies to this tweet and we’ll try to prioritize it. Rapid updates next two weeks on biggest pain points,” he said.

Feedbacks pour in

Several Coinbase users have taken Armstrong’s offer, with most advising the exchange on the improvements to make.

Friendtech developer Racer asked the exchange for a credit card on-ramp that will allow quick settlement without requiring a separate account.

Y Combinator partner Harj Taggar advised the exchange to improve the connection with the mobile app to approve transactions.

Taggar noted that it could be unreliable and sometimes require users to log out and in of the wallet chrome extension before getting the notification to approve transactions. Armstrong confirmed that he has also encountered the same issue.

Some users also urged the exchange to integrate Bitcoin (BTC) Lightning network into its platform. Earlier this month, Armstrong hinted that the firm could incorporate the layer2 scaling solution. However, he failed to provide a definitive timeline for when this would happen.

Interestingly, some of the things users are asking for already exist. One user asked for a way to send Base ETH directly from Coinbase exchange to Coinbase Wallet. Coinbase Head of Protocols Jesse Pollack confirmed that this already exists but needs to be more visible.

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