Sharon Martin

case study 1

  • case study 1

Digital Signature: Reduce Chargebacks

Collect and store customers’ digital signature for online credit card purchases and improve loss prevention efforts.

Project Overview

Problem: A percentage of consumers file false purchase disputes with their credit card issuer to get a refund. These false claims totaled $141,462 of lost revenue in 2022. The Finance team was determined to provide the proof they needed to the banks to challenge these chargebacks, and win the dispute.

Hypothesis: By capturing and storing customers’ digital signature for credit card purchases, banks accept the additional proof, reducing chargeback trends. 

My Role: UI/UX Designer

Teams: Finance Team, Product strategy, Cross Functional Development Team consisting of: UI/UX designer, Front-end developer, Product manager, Back-end Developer, Data base administrator, Quality assurance specialist

Timeframe: 2 Sprints to implement

FYI: The Cross-Functional team had the flexibility and efficiency to execute this project with a tight deadline, making a big impact. 

Chargeback Debits January 2022 - February 2023

Total Number of Chargebacks: 2289

Total Amount of Lost Revenue: $141,462

Discovery, quick!

The CX team was given two sprints to implement this project. A combination kick-off/brainstorm meeting including Finance, Product Strategy, and the Cross-functional web team revealed a viable solution. “What if we could get a signature from the customer, similar to a retail point of sale transaction? We submit that to the banks with our other criteria and we have our proof.” As the lead UIUX person, it was crucial that I get the discovery, including technical feasibility, completed quickly. I found an electronic signature api that the team replicated in house, bonus $avings!

Design Criteria & Inventory

User experience requirements: 

  1. Display required signature collection method 
  2. Provide intuitive instruction for signature execution
  3. Provide explanation to customer, be clear that this is a one time signature, saved signature will be used for all future purchases
  4. Responsive design; smallest screen 320px

Define user flow scenarios: 

  1. Existing customer with saved cc
  2. Existing customer using new cc
  3. New customer first purchase
  4. Existing customer updates expiration date for saved cc in account 

Technical requirements: 

  1. Research digital signature capture methods – customize
  2. User must drag finger or mouse to create signature
  3. Signature cannot be edited once “Save” button clicked
  4. Signature is saved as image
  5. Ability to perform fine-tuning iterations quickly 

User Flow Wireframes

Implementation of Final Design

Credit Card Purchase, Before

Credit Card Purchase Request Signature

Informational Modal

Signature Captured and Saved

Data After Implementation

Chargeback Debits March 2023 - November 2023

60% Decrease

New Number of Chargebacks: 926

Prior Number of Chargebacks: 2289

68% Decrease

New Total of Lost Revenue: $45,218

Prior Total of Lost Revenue: $141,462

 

Based on the data it appears that requesting a digital signature holds customers accountable. The number and the dollar amount of false disputes filed with issuers held a steady decline. This project was very successful!

My Notes:  This was one of the best projects. All the teams worked together efficiently, respectfully, really listening to each other. It was a lot of pressure on the Cross-Functional team to meet the deadline, challenge accepted. Stakeholders were right in on the action, fielding questions and providing actionable feedback. There was energy and excitement all around. We were going to grab this tiger by the tail and come out on top!