Product design

Digital disputes and fraud claims


Following the release of credit card transaction dispute, I led the design for a conversational approach to transactional fraud initiation within the digital channels.

Note: Due to the confidentiality requirements of this project under an NDA, I am unable to share specific details of the work. However, this case study will highlight the methodologies and approaches employed throughout the project’s lifecycle.

Duration

October 2018 – September 2019

Team

  • 2 Experience Designers
  • Content Designer
  • A11Y Consultant
  • UX Researcher
  • Product Manager
  • Front and backend engineers
  •  QA testers

My role

  • Led design conversations from product refinement, through multiple product iterations, soliciting input from stakeholders, including business line, risk and A11Y
  • Produced wireframes, flow diagrams and prototypes
  • Led presentations at internal design reviews
  • Provided design support services for the development teams through product launch

Problem

Customers could only call in to report credit card fraud, resulting in long call wait time.

Goal

Provide a way for customers to digital self-service, reporting credit card fraud within web and mobile channels and confirm shipping details for replacement card.

Transaction fraud digital flow diagram

Transaction fraud digital flow diagram

Discovery

  • Contributed sketches and designs during design sprint, working sessions and design reviews
  • Analyzed existing operational processes for credit card fraud claim submission and developed a simplified flow diagram for digital experience

Design

  • Delivered interactive prototypes for usability testing
  • Implemented updates to designs based on UX research findings, addressing testers’ pain points
  • Integrated design updates based on feedback from A11Y, business and risk stakeholders

Fraud interview screens

A selection of screens from the fraud initiation feature (2nd iteration), showing fraudulent transaction identification, card ordering, fraud interview questions, review and confirmation steps.

Conclusion

The first, lean iteration of this feature was launched in Q1 2019. The expanded feature released in Q4 2019. The staggered released allowed our design group additional time to work through complexities and run additional usability testing sessions. Since release, call center volume gradually experienced a significant reduction as users discovered the new fraud capability.

Next steps

  • Expand capability for debit cards.
  • Update UI to stay in sync with corporate design system.
  • Incorporate newer API technologies, such as document exchange.

Would you like to learn more? Contact me and we can have a chat.