Dispute in Returns
Year
2023-2024
Role
UX/ UI Designer
Team
Post-Transanction at eBay
(Protections team)
Problem:
Lack of Transparency in Seller Decision-Making During Dispute
In the returns dispute flow, sellers are prompted to either accept or challenge a buyer's return request. However, the page lacks upfront transparency, leading to confusion and suboptimal decision-making:
1. No visible Financial Impact:
There is no upfront breakdown of potential costs or the dispute fee, leaving sellers unaware of the financial implications until later in the flow.
2. Vague Content
The descriptions of the "Accept" and "Challenge" options are unclear, leaving sellers unsure of the consequences of each choice.
These gaps reduce seller's confidence in making informed decisions, potentially impacting their experience and dispute outcomes.
Mapping Before Brainstorming
Before diving into brainstorming solutions for the "Dispute in Return" project, I focused on mapping the existing user journey and touchpoints. This step was critical in understanding the process from both seller and buyer perspectives. By visualizing the flow, I identified key pain points, decision moments, and opportunities for improvement, ensuring that the brainstorming phase was grounded in user and business needs.
Designing for Various Scenarios
In the design phase of the "Dispute in Return" project, I tailored the solution to accommodate different levels of protection. For users fully covered by policies, the flow ensured clear guidance and outcomes. In cases with partial protection, the design emphasized shared responsibilities and conditional results. For scenarios without protection, the focus was on transparent communication to manage expectations.
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To ensure stakeholders understood the seamlessness and consistency of the user experience, I showcased end-to-end screens. This approach allowed them to visualize the flow in its entirety, highlighting how the design maintained continuity across all scenarios.
Collaborating with Content Designers
While designing UI, I actively collaborate with content designers to ensure the language and visuals align seamlessly. I foster a collaborative environment by providing dedicated space for content designers to contribute, share their ideas, and refine their work. Weekly sessions are integral to this process, enabling us to discuss ongoing projects and strategize for future improvements.
This collaboration ensures the design and content resonate with user needs, creating a cohesive experience. For example, in the [specific project name], our joint efforts helped clarify messaging during critical steps of the user journey, improving both usability and engagement.
Driving Component Improvements Through Collaboration
To enhance the usability and consistency of design components, I engage with the Design System team by setting up collaborative discussions. Before these meetings, I prepare detailed decks that illustrate the existing flow, highlight areas for improvement, and propose new solutions.
This structured approach not only ensures clear communication but also facilitates informed decision-making. For instance, during a recent update to the [specific component name], I demonstrated how the changes would streamline the user experience while maintaining alignment with the broader design system.
Ensuring Stakeholder Alignment Through Review Sessions
During review sessions, I focus on presenting content decks and prototypes that clearly communicate the design intent. I take care to ensure the entire flow is intuitive and comprehensible from the stakeholders' perspective, facilitating productive feedback and alignment.
This approach has been instrumental in refining designs collaboratively and ensuring that all parties are aligned on the project’s goals and outcomes. For example, in [specific project name], this method helped address stakeholder concerns early, resulting in a smoother implementation phase.
Seamless Handoff and Continuous Collaboration
After the final review session, I prepare comprehensive hand-off files with all the necessary details, ensuring that engineers have everything they need to implement the design. Even after the handoff, I continue collaborating closely with the engineering team to ensure the design is accurately implemented.
I also keep a close eye on customer feedback and usability testing, refining the design as necessary to enhance the user experience. This ongoing involvement helps identify areas for improvement and ensures that the final product aligns with both user needs and business goals. For instance, in Dispute project, continuous feedback allowed us to address post-launch issues quickly, improving overall user satisfaction.
