Dispute what?
Disputes may be the primary reason merchants visit AMEX Merchant website.
AMEX Merchant platform enable merchants, small and large, to view and respond to card holder disputes.
Redesign of Dispute platform can alleviate burden of managing disputes, and allow merchants to concentrate more on what matters - their business.
American Express - Merchant Disputes Redesign
THE PROJECT
Dispute overhaul is an ambitious project catering to merchants from various industry and size. Card holder dispute can be something simple as subscription cancelation, to something complex as large order cancelation days prior to delivery.
THE CHALLENGE
Boil down complexity and impediments to simple, useful experience. Journeys catering to reasons merchants visited Disputes platform for.
MY ROLE
- Establish UX strategy
- Establish team communication strategy
- Encourage design thinking to non designers
- Lead brainstorming, and white boarding
- Help establish measurable key results
THE Solution
- Establish clear user stories
- Transfer user stories to UI
- Minimize room for user guesswork and error
- Provide clear feedback in UI after user action
Details blurred for confidentiality reasons.
Setting the Foundation
- Diversify ideas, concepts, adverbs, anything that can relate to dispute
- Define strategy - Do XXX, on YYYY, by doing ZZZZ, in OOOO manner
- Organize chosen ideas as theme, epic, feature
- Add user stories to each feature
- Isolate MVP material from nice-to-haves
New experience is shown on lower image. Details blurred for confidentiality reasons.
Play the Focus Game
- Deprioritize seldom used functionality (must be backed by data)
- Experience should speak to merchants which disputes need attention right that second
- Experience should speak to merchants about any updates from previously responded disputes
New experience is shown on lower image. Details blurred for confidentiality reasons.
Ready to Respond
- New experience communicate history of a dispute chronologically
- Provide confidence to merchant that AMEX hides no detail
New experience is shown on two lower images. Details blurred for confidentiality reasons.
Make it Seamless
- Don’t make merchant think
- Show the right things at the right time
- Provide instant feedback
Target Analytics
Project still under product development.
- Hidden for confidentiality reasons