Brady Valentino
How Identifying a Competitive Disadvantage Reduced Customer Support Overhead by 35%
Background
WooPayments, a leading e-commerce payment platform, faced a critical challenge: merchants were increasingly opting for competitors offering superior fraud prevention tools. This gap not only eroded merchant trust but also led to heightened support inquiries and revenue losses due to fraudulent transactions.
Objective
Develop a transaction filtering solution that bolsters merchant confidence, reduces support overhead, and mitigates revenue loss from fraud.
If successful we'll see a decrease in support tickets and a bump in division revenue.
My Role
As a product designer, I led user research and usability testing sessions, wireframing and prototyping, and drove collaboration between design, product, and engineering.
User-Centric Research
Iterative Design & Development
The modal lacked context and did not scale well.
The page afforded more context but required too many clicks.
This list was a step back and did not perform well in testing.
This performed better but was still too complex.
The final version provided the right level of context, and exposing the control performed extremely well.
Strategic Feature Deployment
Outcomes
100% User Adoption
35% Reduction in Support Tickets
Enhanced Merchant Trust
Revenue Growth
Conclusion
By prioritizing user experience and coupling it with robust risk management features, WooPayments not only addressed a critical vulnerability but also reinforced its position in the market. This initiative showcases the impact of thoughtful design and strategic implementation in solving real-world business challenges.
Brady Valentino
How Identifying a Competitive Disadvantage Reduced Customer Support Overhead by 35%
Background
WooPayments, a leading e-commerce payment platform, faced a critical challenge: merchants were increasingly opting for competitors offering superior fraud prevention tools. This gap not only eroded merchant trust but also led to heightened support inquiries and revenue losses due to fraudulent transactions.
Objective
Develop a transaction filtering solution that bolsters merchant confidence, reduces support overhead, and mitigates revenue loss from fraud.
If successful we'll see a decrease in support tickets and a bump in division revenue.
My Role
As a product designer, I led user research and usability testing sessions, wireframing and prototyping, and drove collaboration between design, product, and engineering.
User-Centric Research
Iterative Design & Development
The modal lacked context and did not scale well.
The page afforded more context but required too many clicks.
This list was a step back and did not perform well in testing.
This performed better but was still too complex.
The final version provided the right level of context, and exposing the control performed extremely well.
Strategic Feature Deployment
Outcomes
100% User Adoption
35% Reduction in Support Tickets
Enhanced Merchant Trust
Revenue Growth
Conclusion
By prioritizing user experience and coupling it with robust risk management features, WooPayments not only addressed a critical vulnerability but also reinforced its position in the market. This initiative showcases the impact of thoughtful design and strategic implementation in solving real-world business challenges.