Chargebacks
Chargebacks administration
Role: UX/UI Designer - Generalist
Chargebacks is a process which the company had to do it everyday for different customers transactions who ask to a bank to get back their money. People (Auditory team) who had to do this process with the bank took much time to make the process and sometimes could make mistakes.
Problems / Opportunity
* Manual process
* A big margin of error
* Wasting time in a long process
Research
Interviews
Different appointments were scheduled with auditory team to know and understand the process, their problems and their concerns when they did chargebacks process.
Research findings
* Repetitive tasks were done many times like sending many emails in just one chargeback process, answering same questions in every new process.
* They had to resend emails and notifications to the bank and customers remembering them documents that they had to send
* They had to put all information on a excel document
* To find any information were so difficult
* Spend much time with all these tasks
E-mails, conversations and chats between banks, customers and auditory team were investigated and understood to get several solutions in a platform inside company intranet
Main features and challenges
* Automatic e-mails, notifications and reminders
* To get and export reports monthly of the chargebacks
* To be able to see the chargebacks which were in favor to clients and in favor to
* A standard platform and similar to products already done.
Defining MVP
These features were consulting with Product Manager to verify the solutions and product coherence respect to time and resources.
Benchmarking
Other solutions were analyzed to check their experience, IA and visual design.
User flow - General
The first user flow was done to understand the whole solution and ways in a general view.
Wireframes were sketched according to the user flow, features and requirements established.
LO-FI Wireframes were showed to Auditory team, Product Manager and CEO to generate a review and conversation about the solution. We found some insights and the solution could be completed much better
Testing the product
Usability test was done with audit team to verify the experience and the achievement of needs.
*We had to do some improvements according with the feedback and insights we detected, however these ones were so few because it was a work done hand to hand with audit team.
