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Buyer landing page
Context: The landing page is a hub in the Resolution Center where buyers come to report issues with their purchases. For a buyer, that's the primary task. Additionally, they could get status updates on their cases or appeal closed ones. Nearly 80% of buyers were first-time filers of disputes. Keeping that in mind, it was important to create a page that focused on the primary task for the buyer, guided them on the "how to" of filing, and offered them help as they needed it.
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Pain points: New users were unaware of where they had to go to file a dispute. Another key pain point we solved here was to showcase the accurate status of an ongoing or closed case. Users were struggling to get case updates and weren't aware of where they needed to go to get them.
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​Experience Goal: The goal here was to create an end-to-end experience that helped buyers understand that they were in the right place to file a dispute, get the needed help, and complete the filing without any hassles.
The legacy experience
New experience - Info Architecture
It was important for the info architecture to be clear here for users to efficiently self-serve and file the right dispute. In the default state before the user filed a case, we divided the page into three sections:
a) The intro and header with empathetic messaging telling users that this was the right place to file a dispute
b) The second section showcased the list of transactions done by the user, with the most recent ones at the top. The user had to sift through the list, pick the transaction they had trouble with, and report the dispute.
c) If the user needed help, they had relevant help topics that showed up as they started on their dispute filing journey
Experience strategy
The strategy here was to provide a page that helped first-time filers self-serve and focus on filing a dispute with PayPal. We ensured that users clearly understood where they were, what they had to do, how they had to do it, and what help was available to complete this task.
These first-time users had issues with their purchases, and most didn't know how to file a dispute. The emotional state of these users was angry and frustrated. Keeping these aspects in mind, the tones we used were helpful, friendly, transparent, and reassuring.
Clear guidance
Since these users were first-time dispute filers, we introduced guidance that helped them understand how the dispute resolution journey would be. The content on the guidance page was simple, concise and clear. The user would get this guidance when they selected a transaction and proceeded.
Introducing status cards
A key feature that was introduced was a status card after a case is filed. This helped users track the status of their cases, understand what action was needed when, and how to respond.
A status card carried the following info hierarchy:
a) A badge indicating the current status of the case, the visual indicator helps them to quickly know the status.
b) Details of the transaction
c) A detailed case update, informing them of the next steps.
Customized status cards
The status card was customized to include each new update or change during the lifecycle of the case. The relevant information was added along with the next steps.
Save filing
A save filing feature was introduced to help users pause their filing journey, save their information, and come back later to complete it. If they chose to do this later, this feature ensured that users didn't lose any data they had entered previously.
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