2023
Application for banking specialists working represented transactions
What is representment?
When someone reports a transaction through their bank, the merchant can actually rebuke the claim or dispute if they have sufficient evidence that proves the transaction was valid: i.e. the person in question ordered, received and/or used the merchandise/service, etc.
This is known as representment.
If the merchant has represented the chargeback from the bank, a banking specialist needs to perform an investigation and determine whether to re-bill the customer, take it as a loss, or continue the dispute with the merchant.
Problem
Representment specialists at a multi-national firm had to use over 10 legacy applications to gather evidence and respond to merchant represented transactions.
The applications would time-out frequently and each required their own specific log-in credentials.
Additionally, specialists couldn't find information they needed easily, as the applications were meant for general banking employees, rather than designed specifically for the needs of the specialist working represented transactions.
Problem
Banking specialists at a multi-national firm had to use over 10 legacy applications to gather evidence and respond to merchant represented transactions. These legacy applications would time-out frequently and each required specific credentials. They also buried the information the specialist would need to complete an investigation, as the applications were meant for general banking employees, rather than catered to the needs of the specialist working the represented transaction.
Objective
Design an application that would provide specialists with the specific information and capabilities they needed to quickly and confidently make a decision on a represented transaction.
Content & design approach
To inform the content strategy and create both UX content and UI labels for the representment application, I needed to have a clear and deep understanding of pertinent and variable data points, complete a full analysis and synthesis of the investigators' short-hand memos, and a grasp on the VROL evidence submission process for dispute resolution.
Discovery
Generative research with specialists
Audit and understanding of existing application landscape
Procedural analysis
Proto-personas
User journey mapping
Information architecture
Generative research with specialists
Audit and understanding of existing application landscape
Procedural analysis
Proto-personas
User journey mapping
Define
Figjam ideation sessions with product, tech
Technical feasibility conversations (what can we bring into the application versus what do we need to link out to)
