Fraud vs. Dispute Claim

At J.P. Morgan Chase the design team asked me to improve content on flows for customers who call in to report fraud or dispute a charge. Our Problem Statement: when customers call in to file a claim, agents sometimes sent them down the wrong funnel, leading to confusion and delays. I attended multiple user research sessions and collaborated with our designers, the research team and customer service agents, to perfect language throughout the journey. The updated process made it crystal clear for agents when choosing which claim to file, including this key screen in the flow.