Customer Refunds Monitoring
Enable easier monitoring of customer refunds throughout their lifecycle.
Screen: Desktop
Role: Research, Experience Design, Visual, Interactions
Tools: Figma
An internal team highlighted significant time and accessibility issues in manually accessing and sifting through customer refund data spreadsheets.
Create a simple dashboard to monitor customer refunds throughout their lifecycle.
BACKGROUND & RESEARCH
E-commerce customer refunds were being manually checked on every so often by a single person. This person had to download a large export and comb through it to try to determine whether there were any issues with payments that needed to be addressed or not. They had so far uncovered several problem refunds that had been overlooked for a significant period of time and needed a better way to stay on top of things.
I worked very closely with this user to determine what specific data points mattered most and what actions (if any) they needed to take on this data. I determined they wanted an easier way of accessing the customer refunds data than downloading an export, they needed to be able to filter it down somehow. The user also initially stated that they didn't need to be able to act on any of this data directly in the tool - any follow-up would happen elsewhere.
I decided to design a basic dashboard-style page with some highlights from the data at the top, and a very flexible table of all the data at the bottom. This would balance the complexity of data involved with both a "simple" and "advanced" view.
SKETCHES & WIREFRAMES
One of the basic requirements was solved simply by having an interface for the user to view this data without downloading it. I built in a table from the (at the time, in flux) corporate design system, taking care to surface only the data points the user needed. I also added table filtering by refund status to easily find any errors. This was important as refund errors were the main issue the user was monitoring.
Evolution of the default screen
I asked the user if they would mind me adding some data trends at the top of the page, in case this product was picked up by a team later on that needed a summary-style view. The user agreed and I worked through a few visual iterations. I also made my own changes to the table design, which ended up being absorbed back into the corporate design system!
In the end, the user wanted the ability to export refund data directly from the tool - and they wanted to be able to specify what refund data was included. I made some adjustments to account for this, including checkboxes and export warnings, as well as more filtering options and a table search. This was important because this user would not be the sole user for long - and not every user is the same. I wanted the table to allow for situations such as searching for a specific refund ID number, or looking for refunds relating to a specific order fulfillment type (ex. delivery refunds).
A few final screens (Default, Export, Expanded)
The user was very appreciative at how much easier we had made this aspect of their work. Not only that, but we helped surface important data in what was seen as a first step to validate a potential high-priority initiative to overhaul point-of-sale and payments systems. Later on, this tool was distributed to several customer service teams to use when addressing customer support requests.