Criterion · method version 1.2.0
Usability and support
What this criterion measures in each category, from method version 1.2.0.
Criterion id: usability · from release method-v1.2.0
What it measures
In Exchanges and brokers
How reliably a newcomer can open an account, buy, and withdraw without costly mistakes. Evidence: WhatTheChain's own onboarding test (steps and time to a verified account), whether the interface shows fees, networks and withdrawal addresses clearly before confirmation, the reachability and quality of support in the reader's language, and transparency: published fee schedules, status pages and incident reports.
In Hardware wallets
How reliably a newcomer can set up and use the device without costly mistakes. Evidence: WhatTheChain's own setup test, how the device prevents and explains errors (address verification on the device screen, clear signing), how the recovery flow is guided, and the quality and language coverage of documentation and support.
In Mobile wallets
How reliably a newcomer can set up and use the app without costly mistakes. Evidence: WhatTheChain's own setup test, how the app prevents and explains errors (address checks, fee warnings), how the backup and recovery flow is guided, and the quality and language coverage of documentation and support.
In On-ramps
How reliably a newcomer can complete a first purchase without costly mistakes. Evidence: WhatTheChain's own purchase test (steps and time from start to delivery), whether the total price, network and address are shown clearly before payment, the reachability and quality of support, and transparency: published fee schedules and status pages.
How the score is built
The sub-criteria an assessor notes on the way to the score. They are not published as scores of their own.
In Exchanges and brokers
Assessors note sub-scores as whole numbers from 0 to 100.
- Onboarding
- Steps and time to a verified account and a first purchase.
- Interface
- How clearly fees, networks and addresses are shown before a customer confirms.
- Support quality
- Reachability, response times and language coverage of support.
- Transparency
- Published fee schedules, status pages and incident reports.
In Hardware wallets
Assessors note sub-scores as whole numbers from 0 to 100.
- Setup
- Steps and time to a verified backup and a first receipt.
- Error tolerance
- How the device and app prevent and explain mistakes, including verification of addresses and amounts on the device screen.
- Recovery flow
- How clearly the product guides the user through writing and checking a backup.
- Documentation and support
- Quality, currency and language coverage of manuals and support channels.
In Mobile wallets
Assessors note sub-scores as whole numbers from 0 to 100.
- Setup
- Steps and time to a verified backup and a first receipt.
- Error tolerance
- How the app prevents and explains mistakes before funds move.
- Recovery flow
- How clearly the app guides the user through creating and checking a backup.
- Documentation and support
- Quality, currency and language coverage of help pages and support channels.
In On-ramps
Assessors note sub-scores as whole numbers from 0 to 100.
- Onboarding
- Steps and time from start to a first delivery.
- Interface
- How clearly the total price, network and address are shown before payment.
- Support quality
- Reachability, response times and language coverage of support.
- Transparency
- Published fee schedules, status pages and incident reports.
Evidence and confidence
Every score of this criterion cites evidence items with their sources, and carries one of four confidence labels.
- high
- Primary sources checked at the assessment date, confirmed by a WhatTheChain test or a second independent source.
- medium
- Primary sources that could not be confirmed independently, or some older than the last scheduled review.
- low
- Only secondary sources, or sources that conflict; the rationale explains which one the value follows.
- estimate
- No direct source: derived from documented properties and comparable designs, and the rationale says how.