Proof is Everything
Supporting document is an important arsenal American Express Merchant can utilize to counter Card Holder dispute.
I was member of team assigned to improve document upload experience.
American Express - Merchant Document Upload
THE PROJECT
During a technical improvement initiative, pain points gathered by research team, was added to scope. I was given the task to mitigate pain points, and increase upload supporting document experience.
THE CHALLENGE
Total overhaul of Dispute experience have been underway for some time. While back end enhancement can be reused in upcoming Dispute overhaul, same can not be said about UI enhancement in existing experience. Thus it did not make sense to invest much resource in existing UI improvement.
MY ROLE
- Establish UX strategy
- Help establish measurable key results
THE Solution
- Establish clear user stories
- Transfer user stories to delightful journeys
- Minimize room for guesswork and error
- Provide clear feedback in UI after user action
“
Apply minimum UI change, yet still push analytics needle towards greener pasture.
”
Existing Product
- Attach file link not obvious.
- Obscurity on what user needs to do, where, and how
- High rate of error
- Misleading UI - checkbox appear to be clickable, but it’s not
Uplifted Product - With Minimum Changes
- Clear distinction between primary and secondary Call to Action
- Start to finish guidance to responding
- Allocated information that may cause confusion
- Minimum changes due to upcoming product overhaul
Analytics
- UI changes alone resulted 10% increased respond completion
- Significant decrease in various error types, e.g. file name, size, resolution, color
- 7.6% increase of attach file as first click