Stripe: designing eComm tools
Dashboard design to help merchants evaluate customer disputes
BACKGROUND
Stripe is a payments processing company that powers eComm sites like Nike, Amazon, Shopify, etc. and inspires merchants to sell. One of the services that Stripe provides is dispute management between merchants and their customers. As a newer feature, I was tasked with building out the first set of tooling and dashboard visualizations in order for merchants to track and manage their disputes.
MY ROLE
i was the lead and sole designer on this project and collaborated closely with product to define scope of the MVP and engineering to understand effort to build. I consulted with design leadership in the organization for a series of design crits and reviews.
THE CHALLENGE
Disputes is a complex space and my goal was to make the information digestible and actionable for the merchant. I sought to create a dashboard that not only reflected previous data points, but would make recommendations as to the next best step for a merchant to make in order to challenge/accept a dispute.
THE SOLUTION
Use data visualization patterns in order to show trends in total disputes, disputes won, and disputes lost so that a merchant can get a quick snapshot of their standing. In order to make the dashboard actionable, I created a recommendations module that would encourage merchants to counter disputes that had a high likelihood of success, and I proposed using an AI model that would help merchants respond to disputes so that it wasn't so time intensive. We decided to first test this with a small set of users before expanding to everyone.
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