top of page
reimagined Dispute filing
I was part of the design team that reimagined the consumer dispute filing process. This was an experience used by buyers to report issues they were facing with their sellers. The goal of this project was to offer a simplified disputes solution by intelligently surfacing customized solutions, with clear, conversational, and friendly content.
Context: Any issue or complaint is usually driven by the"intent" of the consumer. The consumer faces a particular type of problem and comes seeking help just for that. We wanted to meet our consumers exactly where they were at, with empathy and understanding.
And we did just that! We led our solution with the consumer's intent, asking the right questions, guiding, handholding, helping them identify the right filing solution for their problems, self-serve, and file a dispute successfully.
Business objectives
-
Make it easy and seamless for consumers to report issues, helping them choose and report the right type of dispute.​
-
Offer a simplified disputes solution to users with communication that truly represents the brand's identity.
-
Reduce contact rates and operational expenses associated with handling disputes
Impact
-
Users were able to file the right type of dispute by having focused choices. This led to a decrease in the number of wrongly filed disputes.​
-
The new language helped users clearly understand what they needed to share to get help.​
-
There was also a reduction in the contact volumes, reducing the churn for users.
Content strategy
The content strategy focused on simplifying the language and terminology in a friendly, empathetic, conversational tone. The language was customized to suit the user based on their intent to file and the purchase they had made. The content was also made clearer to help users understand the specific documents they had to submit to help with their case.
The intent
We created the "intent" selection page after reading through customer comments, calls, feedback, etc. These were primary themes of intent that we were able to derive after an extensive card-sorting exercise.
Context: This is where a consumer starts filing, basically by picking up their "intent" or cause for filing the dispute.
Serving intelligence
This page was a customized solution shown to consumers depending on the issue they were facing. For example, if a consumer hadn't received their item, we surfaced this widget with tracking information to keep users aware of where their order was before they even filed a dispute.
The purchase
Here we ask consumers to share information on their purchases, which would help in getting a faster resolution.
The specific issue
To help users get the right resolution for their issues, here we ask the user to give very specific details of their issues.
More info
We customized this page to ask the most relevant information from users to understand their purchases better.
bottom of page