i2c - June 2025
Customer Dispute Center
Industry
FinTech, Banking Operations
Role
Product Design, Workflow Architecture, Design System
Team
Product Manager, Business Analyst
Timeline
5 Days
Project Overview
About Platform & Services
i2c is a global fintech platform that powers card issuance, payments, and dispute management for banks and businesses.
The Dispute Center is a key tool for agents to verify transactions, classify disputes, attach evidence, and submit cases.
Problem
The dispute process was fragmented and error-prone, with agents repeatedly re-verifying data, misclassifying cases, and submitting incomplete evidence.
Combined with a cluttered, high-cognitive-load interface, this caused slow resolutions and customer frustration. The goal was to create a guided, predictable workflow for accurate and confident dispute handling.
Project Goal
Enhancing the i2c Dispute Cente System for Faster, Easier Case Resolution
The Core Problem
Re-architect the flow
Shift from a reactive form to a guided sequence
Standardize verification
Create a consistent pattern for all dispute types.
Improve usability
Leverage the design system with modern UI patterns without compromising compliance.
Build for scale
Scalable patterns adaptable to multiple banks, products, and dispute categories.
How exisitng system works and looks
The previous workflow mixed decisions, warnings, and data in the wrong order. Agents saw too much information upfront, tables were hard to scan, and compliance guidance appeared too late.
My Role
The Ask
Redesign a scalable dispute system that helps agents resolve cases faster and more accurately across high volumes, uisng own design system
Challange
Extracting the real requirements
Stakeholders described symptoms, not core problems.
Understanding old IA
Flow mixed decisions, warnings, and data in the wrong order.
Balancing flexibility with compliance
Steps needed clarity without violating regulatory rules.
Designing for operational speed
Support fast, confident decision-making under pressure.
Agents processing large volumes of dispute requests monthly and business stakeholders overseeing operations.
What I Observed
The Plan
Flip the workflow so agents qualify disputes first, then see relevant transactions. Break complexity into focused stages using progressive disclosure.
Leverage consistent patterns, system intelligence (auto-validation, clear states), and focused guidance to reduce errors and cognitive load.
Goal
Create a flow that removes noise, reduces errors, and lets agents complete disputes quickly and with confidence.
What I Changed & Why
Improve early accuracy
Qualification-first step and cleaner transaction list reduce invalid cases.
Reduce Cognitive Load
Forms reorganized into chunked sections with stronger hierarchy and spacing.
Guide Only When Needed
Inline guidance replaces long instructions.
Create a Predictable Flow
Stepper, actions, inputs, and feedback are consistent.
The Impact
Even without full production metrics, the design achieves:
Result:
Structured, guided user flow with faster submissions.
Clear visual hierarchy and reduced cognitive load.
Enhanced interactivity and accessibility with context-aware autofill.
Scalable design suitable for multiple clients.
This project pushed me beyond “just designing screens.” I learned to defend scalable foundations, push back when necessary, and prioritize long-term clarity over short-term convenience. Balancing design, technical constraints, and mentorship became part of the process.
Statement
I grew as a designer and critical thinker — learning to plan ahead, push back strategically, and maintain product vision while managing design, workflows, and end goal.
Key learnings
Decision confidence
Trust judgment and protect scalable foundations.
Role balance
Manage design, logic, and mentorship effectively.
Resilience
Deliver consistently under shifting priorities.
Domain depth
Design in compliance-heavy environments.
Strategic thinking
Proactive planning over reactive problem-solving.
/Reach me
abakhsh56@gmail.com
/Navigate
/Stalk me out
Built with intention, one coffee at a time
© 2025 Allah Bakhsh
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