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.
Starting point
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.
Challenge
Design a self-serving disputes journey in the app, where customers can provide everything we need all at once.
Estimated annual operational savings in 2025 are £135k and £1m by 2028.
Stakeholders
One of the biggest challenges of this project was identifying and managing a very high number of stakeholders, particularly across Operations.
I produced a table of stakeholders for us to consult and inform, which only grew over time as we were guided towards more. This resulted in additional consultations and design walk-throughs.
We had a lot to learn about:
Stakeholder kick-offs
One of my first jobs was to arrange an interview with our Fraud & Disputes Specialists.
I prepared a number of questions to learn more in key areas and give the session structure.
Understanding Salesforce
We already had a functioning disputes process, so I needed to understand how an agent created a case. As expected, the Salesforce set up was granular, complicated and completely customer unfriendly, so it would be essential to simplify all round.
Defining a 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
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:
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.
Outcome & reflections
This project has only gone live in July 2025, so I haven’t been able to measure impact on the business and customers just yet.
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.
Starting point
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.
Challenge
Design a self-serving disputes journey in the app, where customers can provide everything we need all at once.
Estimated annual operational savings in 2025 are £135k and £1m by 2028.
Stakeholders
One of the biggest challenges of this project was identifying and managing a very high number of stakeholders, particularly across Operations.
I produced a table of stakeholders for us to consult and inform, which only grew over time as we were guided towards more. This resulted in additional consultations and design walk-throughs.
We had a lot to learn about:
Stakeholder kick-offs
One of my first jobs was to arrange an interview with our Fraud & Disputes Specialists.
I prepared a number of questions to learn more in key areas and give the session structure.
Understanding Salesforce
We already had a functioning disputes process, so I needed to understand how an agent created a case. As expected, the Salesforce set up was granular, complicated and completely customer unfriendly, so it would be essential to simplify all round.
Defining a 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 did an empathy exercise to consider how a customer might be feeling and what they likely need depending on the dispute.
We also asked these questions during testing, where people confirmed they felt angry and a bit ashamed.
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.
Outcome & reflections
This project has only gone live in July 2025, so I haven’t been able to measure impact on the business and customers just yet.
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.