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.

The goal for the experience design team was to create an experience that allowed users to self-serve.
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 drop-offs, contact rates, and operational expenses associated with handling disputes

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.