@ AVB

Users are not employees Continued from (part 1)

Bitcoiners know how a lot of stuff works, so we think everybody knows. That’s a project management assumption that belongs more in the hobby-code project sphere (where it’s even cool to do so). And sure, I enjoy that myself when I’m building a small tool for fun with no one to answer to. But that mindset doesn’t scale when the goal is to make Bitcoin more accessible and structurally sound for new users. Some argue we don’t need new users at all—that Bitcoin is so good, so perfect, that people will eventually come around. Imagine being forced to use bitcoin by economic and monetary circumstances, to realize you hate to work with things like Nunchuk ‘s multisig or a Trezor hardware wallet from 2025.

An impression: Bitcoiners know that opening a Lightning channel comes with an on-chain fee—unless the provider covers it and claws it back through subscriptions or service charges. But the average user doesn’t. So when that fee appears out of nowhere, or gets buried in cryptic devspeak jargon, so they bounce, often left confused, frustrated, and unlikely to return.

That’s not that bad on itself, as long as companies know who their audience is and take care of the way you inform users. You have to “raise” your customers. Not scare them away with a wall of nonsense.

Same goes for onboarding people into Nostr sometimes by the way.

If features like this or natural onboarding hurdles were explained with more than just puzzling error codes or vague on-screen prompts, half the users wouldn’t vanish in the first 10 seconds, confused and frustrated. It’s the same story we’ve seen with PGP: people stumble during the initial key creation, or get lost trying to sign a message with someone’s public key. The tech works; the experience doesn’t. Have trust in what you’ve build underneath!

It’s a barrier for newcomers. Just keep it in mind. Take care of the user. They do like to come on board! Most people do want to come on board. Our goal is to help free them from fiat, not drown them in confusing UX or half-baked tools. Bitcoin's underlying value might be incredible, but that doesn’t matter to someone still trapped in the fiat bubble. They won’t get onboarded through broken apps or confusing flows, just like they’ll use something like SimpleX on Linux.

To make it even worse, some bitcoin organizations and companies don’t seem to grasp the extent of this alienation of the user — because it’s always brushed off as ‘niche’ or just an edge case. It’s all so obvious for them on how to use it. But it adds up. Sites like Highlighter.com (I like their underlying service by the way!) is not working properly with Nos2x (a key handler) on the first try. A user needs to know to reload, re-try, re-load again after selecting the public key, then maybe it works). These are exactly the kind of small annoyances that new users won’t wade through. It’s also not that difficult to tackle it with proper testing.

Users who encounter such thing, certainly when they just wanted to see what the site or service did, just leave. Let someone who just discovered Nostr try logging in there for example, and unless they're unusually determined, they'll get stuck immediately, wondering why pasting their public key and clicking “login” doesn’t lead anywhere. It’s a brick wall; and the creators think it’s a nice landing page.

These things also lead to other frustrations and eventual software cycling through the interested users’ hands.

About a year ago I “onboarded” a friend of mine, and she already tried four wallets since I introduced her to the wonderful world of Bitcoin/LN wallets. First just to get things going she used Wallet of Satoshi, then when the custodial story was getting traction for this user, we moved to Phoenix (which failed due to upfront money). Next, Aqua wallet, which was too cumbersome and had hiccups, and then moving on to Mutiny wallet, which shut down a bit later.

And so we ended up back with Wallet of Satoshi, with Blink being a second choice but having to give a telephone number was too much for the user (yes, you can skip that if you carefully read and put it in test / demo mode or whatever it’s called).

People kept recommending other wallet brands, other names to try, … there are always other names. “Try Muun” “Get Zeus”, “Why don’t you go for CoinOs, just as a web app?” (that last one is actually good) … but it’s always like that … if you talk to ten bitcoiners, then you’ll have heard five different ‘best wallets’ to try, and you’ve had probably get about four referral links from all of these people. (Or some Relai squad member trying to get a few sats out of your genuine interest:)

Real testing is a ghost town

We saw in part 1 that Bitcoin companies do some testing these days—but it lacks specialization. It’s often so superficial that the cracks are visible in the software itself: clumsy onboarding flows, unclear settings, or unexpected fields asking for information users don’t have and don’t know how to get. Much of this stems from the habit of pulling in a handful of “fans” or supporters to try out a beta version.

That’s the wrong way to go (the fiat companies that do this, usually get bad or inconclusive results as well, unless you’re doing it a scale and a very diverse audience).

Most of the people brought in this way have no background in structured testing, let alone in reporting bugs clearly or identifying critical failure points. The feedback you get is vague and surface-level: “I like the colors,” “the buttons feel small,” or “I got an error when I tried to send something.”

But rarely do you hear what caused it, what preceded it, or what device or settings were involved. That kind of insight doesn’t come from random fans trying to get their hands on some products or perks. You’ll have to pay professionals to do it. And even when meaningful feedback does come in, it often ends up on the wrong or overworked hands, forwarded to whichever developer drew the short straw that weekend. There's usually no structured triage, no internal testing culture that treats usability or edge cases as part of the real product. Just a sigh, a shrug, and back to building features that sound cool when they dreamed it up.

I keep hammering this point because this might be the only time you’ll actually read about it. No company—bitcoin or fiat—tries to win users by focusing on boring but critical details like onboarding clarity or robust edge-case handling. They’ll avoid claiming “this just works,” because saying so invites scrutiny and backlash. The only company bold (or arrogant) enough to occasionally say that is Apple—and even they drop the ball more often than they like to admit.

By design

The dream I have, is “Usability by design”. And that dream is close to non-existent in the realm and everyday reality of Bitcoin. From the moment something gets drawn up or is being created, the design and user flow, the easy adoption, should be kept in mind as well as the real implementation factors for the intended purpose (and beyond even). Then you hardly have any discussions like “yeah, but technically the user has to make an input here, so we can’t do otherwise, and it works on my machine”

Users that have to trial and error, are maybe bitcoin-natives, and like that sort of stuff. Other people just want to try something out (wallet, nostr, an exchange, a node, lightning …) and expect it to work smooth. It gives them trust in the system.

These issues all create enormous opportunity for companies that would start to take software delivery quality more serious. But I’m afraid that would cost them two things most Bitcoin companies already lack: time and proper funding.

Many are stuck in a “pump-my-bags” mindset, focused more on hype than durability, while others simply don’t have the resources to invest in thoughtful UX, thorough testing, or long-term support.

The very few companies that do “get it”, and make something that just works, with good leadership and a focus on clear, usable interfaces—often catch flack for it. They’re criticized for making things “too easy,” “too centralized,” or for “lowering the bar,” as if simplicity and accessibility are somehow problems. But in reality, these are the companies pushing the space forward, making it easier for people to use Bitcoin without the constant headache. And newsflash: you can do so with keeping bitcion’s ethos alive I think, even without a company as a middleman. Which raises another problem about funding and hard money, something I’ll write more about in chapter 12 of this series.

Back to the software…. Protonmail’s wallet comes to mind where most bitcoiners I know just scoffed at like “it doesn’t have lightning”, or “why do we need another wallet?”. While they deliver an excellent product that just works.

Exactly. Take the Stack Wallet project, for example. They had the audacity to incorporate Monero, and because of that, they’re shunned by many Bitcoiners — despite offering a solid, open-source, multi-platform wallet that actually works. It’s a perfect example of how Bitcoiners can sometimes reject the very things that could help bring more users into the space, all because they don’t align perfectly with some purist ideology. While on the other hand these same bitcoiners support middlemen multi-level-marketing tactics from questionable companies.

But I guess yelling “oooh shiiiitcoooooin” is the easier answer, instead of making something that works fine. And by the way, if you want, you can fork that wallet and take a bitcoin-only version to market, however, the same people say “Oh, but that’s no my task”. (Yeah, we all know what your “task” is, gluing a sticker on a pole).

Another nice illustration is the kind of reaction you get if you “provoke the beast” by using the really usable, always working, always compatible, fast starting, lightning wallet “Wallet of Satoshi”. If you use that wallet at a bitcoin meetup, you’ll get clever remarks (from people that ar technically right, I mind saying) like: “You know… that’s custodial right?” (this came after I gave a presentation, and some smartass walked in when I ordered a beer from the honesty bar at the local meetup…) “Yeah I know man, but I’m scanning an LNurl here, so I just want it to work fine” (like I have to defend myself to them) “But you’re supporting these custodial thieves, they have already so much power man”, … said the dude that never even lifted a finger at the meetups to help anyone out or get things set up. “So… make something better.” I answered “Yeah, there’s like Zeus and stuff” “Uhuh, I tried it… I never got it to work properly. I just use this WoS today”

They usually get mad. Because they want everyone to follow their lead, and that lead is always the way of most resistance and acting like a normal user-repellent. I know we’re all rat-poison in bitcoin, but not take it too far please.

Other discussions like this always evolve into the “you’re dumb” argument (I like to provoke these types at meetups by scanning a qr and getting a payment through, while they’re fiddling with their whatever it is that runs on a node they need to reboot every few hours or so). calling out the ones who act like they know it all, but don’t have a solid grasp on the fundamentals themselves. We all make mistakes, and that’s where the real growth happens.

The other answer you can give is: “Hey why are you sending me a WhatsApp message man? Why don’t you use a Free BDS and a GNUPGP encrypted message brought to me on a micro-sd card through a sneaker net currier?” And they would be like “eh now, I just send you a WhatsApp message” “Oh you know these are all collecting your meta data right?”…

The double standard among bitcoiners these days regarding usability is incredible.

I know there’s plenty of software trying to be both non-custodial and user-friendly—don’t remind me. My point is: in the Bitcoin world, usability is often treated like a dirty word, something suspicious or even dangerous. But it’s the opposite—we're the hope, and usability is our fire starter, the spark that lights the fuse for real adoption. Without it, we’ll just be another niche tool used by a few, and not the global movement we could be.

Nod to the Node So, I can finally say it like I think it is: 90% of bitcoin software sucks donkey balls when it comes to usability, UX and UI.

A few things I want to mention in that regard, because things move too fast to write it all down in a book to keep up with.

Some examples of bad UX and/or rotten software experiences:

In Sparrow 2.0, commonly praised as as a “good” wallet, lacks of good interface. Try to create a multisig wallet there, and you’ll soon be met with a persistent bug that frustrates users when signing a transaction. The software prompts for a hardware wallet for example, even when a software wallet's seed is loaded, creating a confusing and poorly designed user interface experience. And yes, for bitcoin this is considered a good wallet, as the others are even worse (Nunchuk and Electrum don’t do much better).

Or Blue Wallet, which finally in 2025 fixed a few UI bugs and annoyances, but otherwise has a few really rotten design choices which makes using it not intuitive enough. Users don’t get much further on some aspects without looking anything up in youtube tutorials. And only bitcoiners do that anyway. Users just stop opening the app after a while.

Try to create a multi-sig wallet for example in Blue wallet, then take a random part away from the setup and try to use it with the leftover parts. It works. But you’ll be really pressed to get it done within 40 minutes. (Unless that’s your job and you demo it every so often in a studio).

Bitcoin Core, is also a prime example of bitcoin software, that has a command line interface repelling users like it’s a steaming turd on the street. It has a (let’s say) “spartan” way of working. And yes, I know this piece of software is not meant to be the next Instagram-like user interface for everyday use by the masses, but it’s a far cry from being usable in the really real world. Getting anything done inside that software is a constant battle against clunky commands, and their cryptic error messages. Even getting a private key out for one of your addresses of your own wallet, is hell. bitcoin core’s infamous command line at work

Also puzzling to me is the “success” of Bitcoin Core’s wallet. It’s command line “help” is enough to frustrate even the most willing of new users.

For example (and there are a dozen things like this) , try to get a command like “dumppriv” key (to see the private key from a wallet address) working.

And some more:

Jade wallet’s inability to store BIP39 compatible seed phrases (at the time of testing, beginning of 2024), when the seed contained a double word. Don’t know if they ever fixed it, as I couldn’t get into my Jade wallet v1 anymore after the pin code entry screen froze and was not even coming back after a factory reset.

We have Phoenix (where finding the right URL for downloading it, is already a first hurdle to take by the way:) try to tell the URL by heart to another person, without searching online… I’ll wait.

And Strike app, alongside the much despised Wallet of Satoshi (in my opinion the only people in bitcoin together with the creators of the Minibits.cash creators) that get the importance of a simple to use interface and a good well-thought out inner working.

And when I took a shot at the new Trezor Safe 5 wallet I got some critique because I “tested it like an end user” (yeah, it was my fault… I made the exact same mistakes than the end user that had this wallet and asked me for help, after 30 min. of trying, we figured out that the words were in fact not seed words but some verification method that also created a 20 words SLIP39 seed by default… and we fat fingered the stupid interface design a few times, on which the whole thing had to be restarted after a reset to defaults… Try to explain that to a new user that just wanted to have a wallet and had about 1 hour time…

But I guess people demonstrating such things in a studio don’t mind that. It’s just “what do you sell?” now. If the hardware with the unknown supply chain attack vectors sells well, then everyone is happy… the manufacturer, the marketing team, the podcasts that get sponsorship and the events that can have a budget; the user is really at the very back-end last in line… usually queuing up for coffee with the rest of the liquidity-cows.

Also it had accompanying software that kept hanging though some updating loops, it has a clumsy swipe/touch (and sometimes) hold, then swipe again-interface that no one I tested it with, could get through when creating a new wallet. But of course, it’s always the dumb users’ fault I guess.

The Zeus wallet that claims to be super user friendly and cool, is also something… weird. Where you can’t really set it up, without some very technical guidance. To their advantage: the very first thing you read on their website is “To start using ZEUS you will need to be running your own Bitcoin lightning node.” (they at least mention it, that’s progress) But… there it ends for most users of course. Babysitting a Lightning node is absolutely not something you want to entrust a new user with. Not in order to get a wallet up and running at least :)

Then you get the Linuxsplaining : “Then you’re not the intended user”.

NWC (nostr wallet connect) is some very promising tool, and it has features and way of working I like in theory. But I’ve yet have to see the first smooth implementation that can be understood by normal non-tech people (even the wording of the text fields it completely unclear).

A small example of making your software unusable? Well… do like NWC does and indicate that the user needs to “connect” through this service with : “nostr+walletconnect://”

So when I asked some people what I needed to fill in there, and how I would get these values… they said “it’s a string”. which tells me nothing. And so, the user left

Tip: add real user guidance. When you connect to a service, at least point to WHERE people get explained how to create such a wallet string, or where to get it, from which website or service.

It’s the same as telling someone “hey you have to call a number to reach our catering service” ”Ok, your website says “phone us“ ”yeah, its a number man.. a phone number” ”Ok; but where do I get which phone number I need to call” ”It’s like… a number man, duh you’re so dumb”

So, if there’s no user guidance, the user will leave. After searching for a few minutes I just gave up.

Nostr is also starting to feel like that usability-averse stance is getting traction, although there are promising signs, as they need new users to thrive and seem to realize that all too well. But still… it has it’s moments of user-repelling snags. Nostr relay lists don’t allow you to copy relay addresses, making it a hassle to set up on mobile. No one seems to realize that users want to simply copy these values rather than struggle to recall if it’s “ssw,” “wss,” or “wws://” and type them out manually. And make mistakes eventually.

puzzling for people who don’t have Alby and want to get such code Arrays are not human Then there’s the BIP39 seed system (12 or 24 words representing a key derived via a KDF and mapped through a lookup table). Mathematically, this wordlist is an array—and arrays start at 0. So, word 0 = "abandon". But most humans naturally count from 1, making "abandon" word 1 in their eyes. Both are valid depending on perspective: 0 is technically correct, 1 is intuitive. There’s no clear winner—both versions float around in Bitcoinland. Same mess with compressed vs. uncompressed keys (don’t get me started). So, when I made bip39tool.com I gave users the option: go full math mode with 0 = abandon, or go human mode and start with 1 (the default). Even hardware makers don’t agree. Blockplate starts at 1 = abandon (source), While the widely used master BIP39 list has no number attached (just a raw list), but appears to be starting at 1 because of Githubs’s line numbering (source) while some others use 0 = abandon

As one user (Codebender) excellently put it: ”Array is an offset, not a cardinal number. The first entry is zero away from the beginning of the array, the second entry is one away.”

Sink through the ceiling

Most tools today cater purely to Bitcoiners, built with a 'Bitcoin' mindset that expects non-Bitcoin users to adapt instead of being taken along for the ride.

That works as we’ve seen, but hits an “orange colored glass ceiling” at some point. You can build the next “Lotus notes” and be really happy about Lotus notes enthusiasts and the consultants that got hired to implement and migrate that office note system, and it’s e-mail software at a hefty fee. But you’re still in your own niche bubble, thinking your software owns the world and you can be bothered to look further than your own audience.

The same way people that were into Lotus Notes were very keen on a big player like IBM acquiring the software and brand to build on it some more.

And of course,… Bitcoin is bitcoin, there can’t be a second best, there can’t be a replacement that comes in and swoops up the market share or replaces the functions like Lotus Notes was replaced by Google workspace, Microsoft Exchange or Slack.

I don’t want to make the point that bitcoin will be replaced by a new player (I’m not a shitcoiner). I do however, want to make the point that we’ve become collectively lazy, complacent about usability, to the point that we’re actually the Google, Microsoft and so on… but with the interface of our own underlying “Lotus Notes” or PGP .

If We Don’t Fix UX, Bitcoin Becomes the next PGP

To understand how bad it is, we again need to take a small look at the past. To better understand the now, and to avoid some future mistakes.

Let’s quickly recall some examples from the '90s, like Microsoft’s Clippy, Bob, Vista, and Netscape Navigator 4—failures driven by poor usability, feature creep, or mishaps that eroded trust. Lotus Notes serves as a warning: even widely used platforms can lose their edge if usability and modernization are neglected, leaving room for competitors. Bitcoin doesn’t face competition in the traditional sense, but it does face something worse: the erosion of usability and trust, which threatens the very foundation of hard money we rely on. It’s our only shot at hard money we’re ever going to have. It’s do-or-die.

And that’s our Achilles heel: we stand or die with that trust.

For now, Bitcoin’s trust comes from its decentralized, secure network and its value propositions. But usability has been sidelined for years, largely due to a lack of serious testing. Some companies recently hired 14 new team members: - 4 Software Engineers - 3 R&D Engineers - 2 Data Scientists - 1 Machine Learning Engineer - 1 Talent Acquisition Specialist - 1 Global Controller, 2 Marketeers… No testers.

I’m serious about this: when the broader bitcoin space (from Bitcoin Core to the newest coolest and latest Nostr plugin) don’t take testing more serious, then we’ll end up just being the creators of the software equivalent of a “Bonzi Buddy” or the next “Lotus Notes”.

Because we’ll be catering to the same people that liked the system 10+ years ago, and have no clue why new users don’t flock to it anymore. Then our core value we’re so proud of right now, will be nothing more than a laughing stock because it stands only through trust.

If we don’t take this seriously, Bitcoin’s core value will fade, and we’ll lose trust—not to altcoins, but to our own neglect.

Fiat parasites and our own complacency is our real “competitor”.

When we lose this battle for usability and relevancy, then the math, code and the core of bitcoin would still go on to exist, with more and more users being locked out because the complexity rises. While others would reluctantly try to make efforts to get in. This will impact how you interact with and maintain nodes, as well as manage lightning channels and participate in the P2P economy of the Bitcoin standard. We would become a small island that “gets it”. A curiosum. We’de be the Moloka‘i1 of decentralization. (Make your own ‘Father Damien’ joke here if you like).

You can’t see me

This is happening right now.

The real usability repels new users, with only a few exceptions holding the fort.

It doesn’t bother the store-of-value and pump-my-bags crowd—they're not using Bitcoin anyway and don’t care either way, as long as they make their fiat gains in a quarterly report or at the end of a year. When you onboard a business and teach them self custody, they’re usually set... then forget. You encounter the real issues along the way. There’s little real use, as average people still need a "specialist" to hold their hand.

After a while, Bitcoiners who explain things end up like Lotus Notes consultants, trying to make a buck on a system no one else understands or really cares about.

Usability in the Bitcoin ecosystem is stagnating. The so-called "studio usability" presented by Bitcoin influencers with nice podcasts, who demo new stuff and ignore flaws to stay “positive,” is part of the problem. It's the same with the flood of metal plate seed bearers (as an example) We have about 25 products that aren’t as innovative as they’re made out to be. And it’s all fan-tas-tic and cool on every review. Unless you really test it. (luckily some actually do that)

The real issue is that nobody dares saying: “This hardware wallet sucks” or “This product is too buggy to trust.”

On the flip side of that coin we’ve got the LinuxSplaining crowd—treating lack of usability like a virtue. For them, being one of the ten people on a metaphorical Bitcoin leper colony who can navigate some convoluted tool is a badge of honor. They’ll call it a success even if the other eight billion people can’t—or won’t—bother opening the app, dismissing those users as simply too clueless to matter.

These folks would happily sit beside the 30th Satoshi Nakamoto statue, ignoring the peanuts tossed at their face by passersby. Some will reach 60, sporting stained Star Wars t-shirts, proud to be the only ones who still understand Bitcoin. To them, that’s success — because Bitcoin was always meant to be their obscure triumph and it’s becoming a way of life for them to be that weird uncle that’s into computers and stuff like “crypto”. ’No man, it’s bitcoin, not cryptooh!’

I want bitcoin to open the door to freedom and abundance of ideas and real-life solutions, and not becoming a barbed wire fence around a lepper colony. Even in that grim outpost, you’d still find two Bitcoiners barricaded in their hut without AC, boycotting the òther eight because one tweaked their node settings the wrong way.

Let’s build tools and bridges towards bitcoin, as a "usable bitcoin” (because that’s bitcoin too!) Build tools that invite everyone to the table, not just the converted, the Linuxsplainers and know-it-alls.

Only then will we move onwards, to a thriving, open ecosystem where you’re not feeling like a Lotus Notes consultant that ran away from 1994, but a bitcoiner who’s part of positive changes in the world. ”Fix your bugs, before you try to fix the world.”

by AVB

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