I reimagined the Dispute Management System at a global FinTech company, transforming a clunky and complex process into a seamless, visual, and efficient experience. Through an Agile Scrum workflow, I designed smart forms, modular UI components, and a reusable design system, resulting in significant improvements in user efficiency and satisfaction.
UX/UI Designer
Business Analyst
Backend Developers
Database Administrator
API analyst
Customer Service Specialist
2 Years
Adove XD (design & prototyping)
Jira / Confluence (collaboration & documentation)
Teams (cross-team workshops)
Imagine being part of a team at the heart of a global FinTech company, where customer trust hinges on swift, accurate dispute resolutions. My focus was the Dispute Management System – a mission-critical internal tool used by teams handling millions of customer disputes, compliance investigations, and resolution tracking daily.
The existing system, while functional, presented significant challenges. It often buried our expert users in dense data, forcing them through convoluted workflows that led to confusion, slowed down resolutions, and, crucially, increased errors. Every misstep could carry substantial financial or compliance repercussions.
My mission, as a UI/UX Designer within a dedicated Agile Scrum team, was to contribute to redesigning this experience, helping transform a high-stakes, data-intensive process into something more visual, efficient, and ultimately, empowering for our internal teams.
This project was an incredible learning experience and an opportunity to apply UI/UX principles within a rigorous enterprise environment. I focused intensely on solving complex interface problems within an Agile Scrum workflow. My hands-on craft included:
I contributed to designing intelligent, adaptable components tailored for diverse dispute types (e.g., Item Not Received, Significantly Not As Described) to enhance clarity and efficiency.
I explored multiple design solutions for specific tasks and collaborated closely with the lead designer and stakeholders (from Legal to Operations) to refine and select optimal fits.
I participated in testing designs directly with the customer support team, the very users accessing the portal daily, to identify and help resolve usability hurdles early in the design cycle.
Worked closely with the lead designer, business analysts, and developers to deliver sprint-based UI solutions, adhering to visual standards and accessibility guidelines (WCAG 2.1 A & AA).
The old system drowned users in dense, unstructured data, making it incredibly difficult to quickly find and interpret critical information needed for customer disputes.
Dispute resolution processes were fragmented across multiple screens and manual steps, leading to slow resolutions and a higher propensity for costly errors.
Every error carried significant repercussions, including potential £75K financial penalties for compliance breaches and damaged customer trust, placing immense pressure on our agents.
Different dispute types lacked a unified design, leading to a steep learning curve and increased cognitive load for agents toggling between cases.
The results of our redesign efforts were not just theoretical, they delivered tangible, measurable impact that resonated across the organization:
Reduced user clicks by 20% per task and saved up to 2 hours daily for internal support teams with reusable design templates.
Enhanced clarity and confidence for stakeholders by presenting clear design choices, leading to faster, more informed decisions.
Ensured accessibility compliance, preventing a potential £75K penalty and supporting inclusivity.
Contributed to higher adoption and satisfaction scores within PayPal teams, while scaling design efforts through reusable components across multiple dispute workflows.
I learned that in high-stakes environments, a simplified click flow isn't just a metric; it directly reduces agent stress and prevents costly errors. Designing for efficiency is designing with deep empathy for the user under pressure.
Gained hands-on experience in ensuring design is not just compliant, but truly accessible. This reinforced that it's a fundamental pillar of robust, ethical design, not an afterthought.
Working within an Agile Scrum team taught me the immense value of close, continuous collaboration with developers, business analysts, and the lead designer. It's crucial for delivering impactful, feasible solutions.
I learned how contributing to a robust, reusable design system not only ensures consistency but also dramatically accelerates future design and development efforts, amplifying impact across the organization.
Thank you for exploring my work. I'd love to discuss how I can help with your next project
