TD Bank

Digital Disputes for credit cards

Customers suspecting credit cards need fast, intuitive, self-service digital disputes experience to quickly secure their accounts and recover funds without the friction and business expense of contacting customer support.

Role:

Lead UX Designer

Duration:

6 Months

Platforms:

iOS, Android and Webapp

Problem

Credit card customers could only dispute a change by calling or visiting a brahc. 87,000 claims YTD, ~70% through contact center.

Approach

Instead of starting over, we audited proven debit disputes flow and extended it to credit cards so both feel like one experience

Key difference

Credit cards have authorized users. Primary cardholders can dispute on their behalf, authorized users can’t file themselves.

Every credit card dispute meant a phone call

Customers had no digital way to dispute a credit charge, they had to call or visit a branch, then call again to check on their progress.

87,000

credit card claims submitted YTD across phone, email and branch.

Claims that go through the contact center

~70%

How long it takes to submit a claim by phone

~15 mins

How long each status inquiry call lasts

~9 mins

By replacing the current process with self-serve

We are projecting ~1.2MM annual benefit when it comes to cost savings/deflection between starting a dispute and subsequent status calls

Critical pain points

Customer must call the contact center during working hours

Zero visibility into dispute statusafter filing

TD lagged behind other competitors on digital disputes capibiliities

Long Hold times (avg. 8 -12 minutes) and extended call duration

Multiple calls required just to check on progress

Alex Alman

Work

About

Don’t redesign what already works.

Two years earlier, another TD team launched self-serve disputes for debit cards. The question: could we extend that workflow so credit and debit feel like one seamless experience? We audited it against user testing and contact center feedback.

High adoption

Low abandonment

Confident users

What worked

The debit flow solved for the majority of user needs, with healthy adoption and virtually no drop-off

The gap

Claim status still wasn’t communicated clearly. Users had little idea where their dispute stood.

The constraint

Status visibility was bigger than design: a business operations problem that met real pushback.

Disputing a fraudulent transaction

The questionnaire

After choosing whether a dispute is fraud-related, customers answer required questions that match 1:1 with the evidence the disputes team needs to win a refund on their behalf.