Create a Dispute
How might we create an easily accessible way for customers with a Merchant Installment Loan to dispute a charge or an item?
Project Overview
The highlight of this project was that we managed to cut down dispute calls by a whopping 30%, saving a total of $28 million. 💰💪
My Responsibilities
User Research, Design Thinking, Wireframing, Accessibility Guidelines, Usability Testing, and Legal & Compliance.
Tools
Figma, FigJam, Jira, and Intralinks
Teams
Content Writer
UX Researcher
Lead UX/UI Designer (Myself)
ADA Compliance Team
Legal and Compliance Team
Duration
2 Sprints
<span data-metadata=""><span data-buffer="">Introduction
A Merchant Installment Loan is like getting money upfront for your needs. It’s also a way for businesses to manage their finances and handle expenses more comfortably. Let’s say you got an iPhone, Apple Watch, and MacBook. So, instead of paying it all back at once, when you’re checking out, you can choose a finance option, that lets you return the money in smaller regular amounts overtime.Â
<span data-metadata=""><span data-buffer="">Project Goal
There was no existing method for users to dispute purchased items under MIL, leading to a significant call volume at the call center. My task was to design an easily accessible dispute flow to address this issue.
Research & Understanding
Learned about how the Merchant Installment Loan (MIL)Â process works, from application to approval and receiving the funds. Researched common issues or disputes that users may face during the loan process. This could include disputes related to charges, interest rates, or repayment terms.
Competitor Analysis
Researched how other financial institutions or loan providers handle dispute flows in their UX design. Identified best practices and areas for improvement. Gained and Understood the legal and regulatory requirements related to installment loans. Ensured that our design complies with relevant laws, such as consumer protection regulations.
User Research
Conducted interviews or surveys to understand user pain points, expectations, and preferences when it comes to disputing installment loans.
Collaboration
Worked closely with stakeholders, including customer support teams and legal experts, to understand their perspectives on common disputes and the resolution process. Ensured that the dispute resolution flow aligns with industry standards and best practices in the financial sector.
<span data-buffer="">User Pain Points
- Confusing User Interfaces
- Difficulty in Communication
- Lack of Transparency
- Inefficient Resolution Time
- Unclear Terms and Conditions
- Limited Self-Service Options
- Inadequate Customer Support
- Inconsistencies in Information
<span data-metadata=""><span data-buffer="">Problem Solving
After understanding the problem, focused on addressing the pain points through the solution.
<span data-metadata=""><span data-buffer="">Design Thinking
Design thinking is a problem-solving approach centered on empathy and iteration. It is a collaborative approach with team members in understanding user needs, defining problems, generating creative ideas, prototyping solutions, and testing them to arrive at innovative and human-centered outcomes.
<span data-metadata=""><span data-buffer="">Design & Prototype
Happy Path for Desktop<span data-metadata="">
The happy path is like a smooth journey from point A to Z without any bumps, errors, or unexpected twists along the way.
Happy Path for iOS and Android
The happy path is like a smooth journey from point A to Z without any bumps, errors, or unexpected twists along the way.
Project Achievements
Completing the design in only 2 sprints was tough due to constantly changing requirements. Despite the hurdles, we prioritized communication with stakeholders and delivered optimal results. The result? A remarkable 30% reduction in dispute calls, resulted in a substantial $28 million in savings. It’s not just a design; it’s a money-saving masterpiece! 🚀💰
Key Project Takeaways
User empathy is integral to our UX design project, enabling us to align our design solutions with the users’ needs while simultaneously driving business objectives.
Feel free to unleash the power of “No!” In the wild world of project timelines, stakeholders might attempt to throw in more requests than a chef tossing ingredients into a salad. Don’t be afraid to whip out that “No” and sprinkle it on the situation!