I designed a self-serve payment dispute journey for our new bank account. An exercise in stakeholder management and turning a complex process into a simple customer journey.
My role
Sole designer leading research, UX+UI & testing.
2025
Problem
The only way for customers to dispute payments was to contact customer services.
This involved a lengthy, back-and-forth process that was extremely costly for the business.
Challenge
Design a self-serve journey within the mobile app where customers can provide everything we need to investigate their case all at once.
The estimated annual operational savings in 2025 are £135k and £1m by 2028.
Stakeholders
One of the biggest challenges was identifying and managing a very high number of stakeholders. I organised a kick-off with key stakeholders and used that audience to identify additional people who needed to be involved, consulted or informed.
I needed to understand:
Defining an initial triage
As there are lots of dispute types that all require different supporting information, I had to create a journey that got the user to the right place, quickly and easily.
The triage was informed by:
Customer empathy
Having a problem with a payment is an emotionally charged moment, so I conducted an empathy exercise across multiple use cases to consider customer feelings and needs.
I also asked these questions during testing rounds, where people told me they felt unsure, angry and a bit ashamed.
It was clear that I needed this experience to be:
The simplest way to direct the user down the right path is to determine whether they recognise the payment or not.
Focus on sensitive customer needs:
DIsputes don’t happen often to most people
Making it easy:
Again designed to be a simple as possible to minimise cognitive load. Sub-copy offers additional clarification.
The user is directed to a one-page form that gathers the minimum amount of information for us to work the case.
DIsputes don’t happen often to most people
Making it easy:
Outcome & reflections
This project went live in July 2025 and has delivered a positive impact on reducing Operational effort and costs. Customers are navigating the experience with ease, leading to cases being created and resolved significantly quicker than before.
Reflecting on the project, this was a real test of stakeholder management. It was rare to have so many stakeholders and I initially underestimated how many would be involved. However, I was pleased with how I adapted, got organised and engaged appropriately. It was a valuable reminder of being clear on stakeholders as early as possible.
In terms of the journey, I feel confident that I’ve met business objectives and customer needs in equal measure. The journey is simplified as much as possible, easy to navigate and informative to help mitigate sensitive customer needs.
I designed a self-serve payment dispute journey for our new bank account. An exercise in stakeholder management and turning a complex process into a simple customer journey.
My role
Sole designer leading research, UX+UI & testing.
2025
Problem
The only way for customers to dispute payments was to contact customer services.
This involved a lengthy, back-and-forth process that was extremely costly for the business.
Challenge
Design a self-serve journey within the mobile app where customers can provide everything we need to investigate their case all at once.
The estimated annual operational savings in 2025 are £135k and £1m by 2028.
Stakeholders
One of the biggest challenges was identifying and managing a very high number of stakeholders. I organised a kick-off with key stakeholders and used that audience to identify additional people who needed to be involved, consulted or informed.
I needed to understand:
Defining an initial triage
As there are lots of dispute types that all require different supporting information, I had to create a journey that got the user to the right place, quickly and easily.
The triage was informed by:
Customer empathy
Having a problem with a payment is an emotionally charged moment, so I conducted an empathy exercise across multiple use cases to consider customer feelings and needs.
I also asked these questions during testing rounds, where people told me they felt unsure, angry and a bit ashamed.
It was clear that I needed this experience to be:
The simplest way to direct the user down the right path is to determine whether they recognise the payment or not.
Focus on sensitive customer needs:
DIsputes don’t happen often to most people
Making it easy:
Again designed to be a simple as possible to minimise cognitive load. Sub-copy offers additional clarification.
The user is directed to a one-page form that gathers the minimum amount of information for us to work the case.
DIsputes don’t happen often to most people
Making it easy:
Outcome & reflections
This project went live in July 2025 and has delivered a positive impact on reducing Operational effort and costs. Customers are navigating the experience with ease, leading to cases being created and resolved significantly quicker than before.
Reflecting on the project, this was a real test of stakeholder management. It was rare to have so many stakeholders and I initially underestimated how many would be involved. However, I was pleased with how I adapted, got organised and engaged appropriately. It was a valuable reminder of being clear on stakeholders as early as possible.
In terms of the journey, I feel confident that I’ve met business objectives and customer needs in equal measure. The journey is simplified as much as possible, easy to navigate and informative to help mitigate sensitive customer needs.
I designed a self-serve payment dispute journey for our new bank account. An exercise in stakeholder management and turning a complex process into a simple customer journey.
My role
Sole designer leading research, UX+UI & testing.
2025
Problem
The only way for customers to dispute payments was to contact customer services.
This involved a lengthy, back-and-forth process that was extremely costly for the business.
Challenge
Design a self-serve journey within the mobile app where customers can provide everything we need to investigate their case all at once.
The estimated annual operational savings in 2025 are £135k and £1m by 2028.
Stakeholders
One of the biggest challenges was identifying and managing a very high number of stakeholders. I organised a kick-off with key stakeholders and used that audience to identify additional people who needed to be involved, consulted or informed.
I needed to understand:
Defining an initial triage
The world of payments is a complicated place sp there was a lot of dispute types to consider. The aim here was grouping disputes into an intuitive, customer-friendly triage.
The triage was informed by:
Customer empathy
Having a problem with a payment is an emotionally charged moment, so I conducted an empathy exercise across multiple use cases to consider customer feelings and needs.
I also asked these questions during testing rounds, where people told me they felt unsure, angry and a bit ashamed.
It was clear that I needed this experience to be:
The simplest way to direct the user down the right path is to determine whether they recognise the payment or not.
Fast & easy:
Disputes don’t happen often to most people, so they are unfamiliar and emotionally charged. Customers told us they want to understand what happens next.
Clear & reassuring:
Again designed to be a simple as possible to minimise cognitive load. Sub-copy offers additional clarification.
The user is directed to a one-page form that gathers the minimum amount of information for us to work the case.
Every type of dispute requires different information to support the case. The form uses a mix of input fields for detail, radio buttons for binary answers and a document upload experience that involved a native file picker.
Clear & easy:
Outcome & reflections
This project went live in July 2025 and has delivered a positive impact on reducing Operational effort and costs. Customers are navigating the experience with ease, leading to cases being created and resolved significantly quicker than before.
Reflecting on the project, this was a real test of stakeholder management. It was rare to have so many stakeholders and I initially underestimated how many would be involved. However, I was pleased with how I adapted, got organised and engaged appropriately. It was a valuable reminder of being clear on stakeholders as early as possible.
In terms of the journey, I feel confident that I’ve met business objectives and customer needs in equal measure. The journey is simplified as much as possible, easy to navigate and informative to help mitigate sensitive customer needs.