Dispute Reporting
Mobile first | IXD | Banking
2025
PROJECT OVERVIEW
Designed an in-app dispute and fraud reporting journey for a banking client, replacing the manual, PDF-based form submission with a guided, digital experience that is faster, simpler, and transparent.
Problem:
Customers had to download, fill, and email a dispute form with no instant confirmation or card block, creating friction, delays, and high dependency on call centers.
My Contribution:
As a Product designer I led research synthesis, journey mapping, service blueprinting, and end-to-end design in collaboration with CX, Fraud & Risk (FRMU), Card Ops, Compliance, and Tech.
OBJECTIVE
1. Enable end-to-end in-app dispute reporting for fraud and merchant-related issues.
2. Allow customers to dispute multiple transactions in one request.
3. Provide clear guidance, confirmation, and progress visibility.
4.Align with compliance and backend operational workflows.
DESIGN PROCESS
01
Discover
Analyzed CX insights, user pain points, and competitor journeys.
02
Define
Mapped current journey & identified opportunity areas.
03
Ideate
Brainstormed on solutions, created flows, blueprints & UI concepts
04
Deliver
Designed high-fidelity screens with dynamic logic, auto-card block, and success confirmations.
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