American Express - Disputes Quick Win
With major redesign planned in near future, team was given major pain points from research team. I spearheaded this project that was geared to relieve user pain points quickly before major redesign effort.
THE PROJECT
During a technical improvement initiative, list of user pain points gathered by research team, was added to scope. I was given the task to mitigate pain points, and increase the overall supporting document upload experience.
THE CHALLENGE
A total overhaul of Dispute experience have been underway for some time. While technical improvement rendered in the back end can be used in upcoming Dispute overhaul, same can not be said about UI. Thus it did not make sense to invest much resource in existing UI improvement.
That meant change as little UI as possible, all the while pushing the measurable key results needle towards greener pasture.
MY ROLE
Establish UX strategy
Help establish measurable key results
Deliver solution with quick turnaround expectation
The Problem
Uploading supporting document is critical for Merchants can to counter Card Holder dispute. Unfortunately, merchants often could not see Attach File link
Response completion rate was lower than desired
Required upload specification was confusing. Green checkboxes confused merchants as it hinted successful actions instead of requirements
Misleading UI - checkbox appear to be clickable, but it’s not
Overall clutter
Uplifted UI - With Minimum Changes
Establish hierarchy: Clearly exposed attach file function, but as secondary function. Submitting response is the primary action
Guide user sequentially, through what they need to do & acknowledge in order to finish responding
Reduced and allocated information that may cause confusion and error
Minimum changes due to upcoming product overhaul
Establish feedback: Communicate clear error and/or success messages
The Result
UI changes alone resulted 10% increase in respond completion
Significant decrease in various error types, e.g. file name, size, resolution, color
7.6% increase of attach file as first click