HOYABIT is a crypto currency exchange dedicated to lowering the barriers to Web3, focusing on compliance, security, and an exceptional user-friendly experience for beginners. In a market filled with complex financial data and jargon, HOYABIT aims to provide a seamless bridge for atypical cryptocurrency users, such as complete novices and senior citizens, to participate in digital asset investment without pain.The "JB AI Agent Project" aims to address the pain points of "information overload" and "lack of trust" in traditional trading interfaces. We launched the "JB AI Agent" project, which is not just a customer service chatbot, but an intelligent assistant with a 3D physical presence that can understand ambiguous meanings through generative AI LLM and actively guide users through complex transactions, such as dollar-cost averaging orders.
As the lead UX designer for this project, I am responsible for building this conversational AI experience from the ground up, bridging the gap between complex underlying logic and front-end user perception.
・The core anxieties of cryptocurrency users: information overload, distrust, and fear of making mistakes. The high learning curve of cryptocurrency and the prevalence of scams have led traditional finance users (novices/elders) to experience significant distrust and cognitive overload.
・Traditional chatbots are cold and unable to establish an emotional connection.
・Core problem statement: "How can we introduce an AI assistant that makes users feel secure in a high-pressure financial context?"
・Core anxieties of cryptocurrency users: information overload, distrust, and fear of making mistakes. The high learning curve of cryptocurrency and the prevalence of scams lead traditional finance users (novices/elders) to experience significant distrust and cognitive overload.
・Traditional chatbots are cold and cannot establish emotional connections.
・Core problem statement: "How can we introduce an AI assistant that makes users feel secure in a high-pressure financial environment?"
・Unable to understand complex candlestick charts and jargon (Gas Fee, liquidation).
・Unsure how to take the first step (the deposit and order process is too lengthy).
・Lack of a sense of security in operations, deeply afraid of making costly mistakes.
Traditional "tutorial centers" or "guiding pop-ups" are ineffective due to a lack of interactivity. We need a proactive, human-like, and warm interface, essentially a personified AI Agent.
When designing an AI agent for complete newcomers and elders who know nothing about cryptocurrency, I found that referencing traditional finance or exchange apps was ineffective, as they all carry the same "information anxiety." To break this pattern, I intentionally broadened the scope of competitive analysis and turned to study top AI and companion products from various fields:
Duolingo (Gamified Guidance):
Learn how to use a friendly mascot to transform the stressful registration and learning process into a painless gamified experience, thereby reducing the defenses of new users.
Virtual Companion AI (3D Anthropomorphic Emotion):
Drawing on the interactive patterns of 3D virtual characters, upgrade the cold system dialogues to emotionally valuable "digital companions," thereby establishing the crucial "trust" in financial scenarios.
GPT (Minimalist Conversational Interface VUI):
Referencing its extremely clean interface focused on natural language processing. This led me to decide to abandon complex hierarchical menus, allowing users to express their financial needs in the most conversational and intuitive way.
I structured the AI's interaction model into three foundational layers to ensure a coherent user journey:
・Top (Emotional - Emotional Connection):
Give the IP a soul, reducing the coldness of finance.
・Middle (Usability - Usability):
Transform complex "regular investment" or "market trading" into natural language conversations and Quick Action Buttons.
・Base (Trust - Trust):
Transparency of data sources, disclaimers, and clear boundaries of AI capabilities.
To humanize the interaction beyond traditional chat bubbles, I developed a comprehensive visual and behavioral identity for our AI agent. This involved partnering with contract 3D animator studio to author detailed UX motion guidelines, dictating specific character responses (like 'breathing' idles or active listening) based on real-time API states. Furthermore, I directed the overall 3D environmental aesthetics to ensure the avatar felt naturally integrated within the trading interface.
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In an extremely fragile cryptocurrency trading environment, interface errors not only lead to a poor experience but also signify a collapse of trust and asset loss. While most AI projects focus solely on a smooth "Happy Path," I have invested significant effort in structuring system logic to handle the uncontrollability of large language models (LLMs) and network latency. My primary goal is to ensure that "Gold Treasure" can provide a secure and protective experience under any extreme conditions.
Design loading contexts in Jinbao to let users know the AI agent's actions instead of waiting idly.
Prototype
Fallback mechanism when the API disconnects or the AI cannot answer questions.
Add prompts at the entry point to guide users in experiencing the AI agent.
Prototype
When minimizing the AI agent, prompts occasionally appear to remind users to ask questions to the AI.
Prototype
Handling when memory is full, prompting users to start a new conversation thread due to token limits.
PrototypeBusiness Impact:
・Expected reduction in time-to-first-trade for new users.
・Expected increase in the usage rate of Dollar-Cost Averaging (DCA) products.
Impact & Reflections
Navigating the Unpredictable: Trust in AI & Web3
Designing for a crypto AI assistant taught me that handling system failure gracefully is more critical than perfecting the "happy path." By establishing strict Confidence Gating and API Latency Fallbacks, we transformed potential LLM errors into empathetic, trust-building moments, ensuring users feel secure navigating high-stakes financial interactions.
Cross-Functional Leadership & 3D Art Direction
To bring "JB" to life, I expanded my role beyond standard product design to bridge the gap between 3D animators and front-end engineers. I established comprehensive 3D Motion Guidelines to eliminate development friction:
・Standardized Emotional States: Clearly defined the visual specs for "Breathing," "Listening," and "Thinking" to maintain a consistent persona.
・Micro-Interaction Rhythms: Referenced established mental models (e.g., the relaxed tempo of Wii Sports menus) to dictate precise animation speeds and delays.
・Streamlined DesignOps: Created a shared visual vocabulary that aligned product managers, designers, and developers, drastically reducing back-and-forth communication.
