UX / User
Research
Research is not a guessing
I am currently working at PTSB as a contractor. This role has been both challenging and rewarding, as it requires me to step up alongside the team to enhance ongoing projects. I was brought onto the project primarily because of my experience, particularly in accessibility. My background in designing for a wide range of users has helped ensure that customers from all walks of life feel included and valued by the company.
Project
Overview
The focus of this project is to simplify how customers access information regarding disputes over unrecognized purchases. The goal is to reduce customer dissatisfaction and minimize unnecessary calls to the call center. This initiative has encouraged us to think creatively and develop innovative solutions. More importantly, we must be strategic and ensure that the process is communicated clearly so that all customers can understand the complex steps involved, along with the recommended improvements.
The Process
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My job was to understand the problem and design a solution that improves. I started by mapping the “to-be” journey and identifying all relevant pain points.
After that, the following steps internal and external:
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Benchmarking Research
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Quantitative User Research
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Qualitative User Research
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Usability Testing and A/B Testing
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Recommented Solution
During these process we gathering the information not all staffs understood the process, therefore custormer was unsupported. It was created a 3 planning action to improve.
1
EDUCATION
Migration and education are the key. Its necessary to utilise the new webpage with all the supporting information.
2
PROCEED
Simplify the journey and get the costumer to follow all steps before they apply.
3
APPLY
Create an exclusive online form, that it will guide the user to fill all the information necessary.
Wireframe
To enhance the user experience, I designed an optimized user flow and corresponding wireframes for raising a dispute based on the insights gathered from extensive research and analysis conducted throughout the project. This proposed journey represents the most intuitive and efficient path for users, addressing key pain points and aligning with both business goals and user needs.
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The visual aims to illustrate the strategic thinking behind the design, showcasing how research findings—such as user behavior patterns, accessibility considerations, and usability feedback—were translated into practical design solutions.
