The Company
Neon is a fintech with the mission of combining technology and design to redesign and simplify people's financial experience and help them manage their money better.
The Problem
Chargeback is the return of the sales transaction to the issuer as a result of a disputed purchase due to fraud or commercial disagreement. The process of contesting purchases was often not clear enough for customer service employees and they didn't had a place to support them while they were talking to the client about how the chargeback process works, This is a process that needs more attention when the information is passed on to the end customer.
The Solution
I established the flow for the customer success team, from the moment the purchase is reported in the product application, so that the customer understands how the basic process works and if the customer has any further questions about how the debit card chargeback process works and wants to contact customer service, the team can explain it easily, with a lot of empathy, and say what the team should explain to the customer.
Methodology
As a Business Analyst and this role falls under the UX umbrella, my role was to collaborate with cross-functional teams to define requirements, carry out research and develop flows, prioritize tasks for short development cycles and deliver them interactively.
Always striving for effective and transparent communication, thus facilitating collaboration between team members and ensuring that everyone is aligned with the project's objectives.
Resources
Tools
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Miro
Team
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1 UX Designer
My Role
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UX designer
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Business Analyst
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Workshop facilitator
Time
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Overall: 2 weeks
Design Process
Step 1
Understand how the card brand works to a debit card combined with the bank.
Research how and where the bank was explaining the chargeback process to the customer success.
Step 2
Generated ideas and thought how I could set up the flow to present to the customer success team.
Step 3
Tested and collected feedbacks from the customer success coordinators and agents.
Step 4
The conclusion: The customer success team felt more confident during the service when explaining the process of contesting purchases, for each scenario that was presented.
The Journey
I created a map of the customer service agent's journey to better understand the way they grasp the workflow of the purchase dispute process.
As a business analyst, I interpreted the data we had from various sources and unified it to improve the company's systems and processes. As well as setting up the flow, I also refined and completely revised the operations that were being employed.
