Challenge

The dream was clear but the journey to achieve it was filled with complexity from every angle: technical intricacies, business limitations, user experience nuances, navigating financial institutions, and so much more. While it seemed daunting, especially since no one else was offering a similar feature, after validating demand through a simple fake door experiment, we tackled the challenge head-on, exploring every possible avenue to make it a reality.

Role

In my role as Lead Designer, I analyzed insights and data to develop a Product Vision to set the ambition of a great user experience. This vision was then translated into manageable, measurable deliverables to validate assumptions and drive product iteration. I ran various workshops, did wireframing and prototyping and conducted user research consistently. Collaborating closely with stakeholders, I ensured that our business goals always prioritized user needs and addressed pain points.

Solution

Instant refunds became a reality within a few months. We chose a gradual rollout to meticulously test and ensure the functionality of our product. Initially, we offered users only half of the refund, but through multiple iterations, we succeeded in providing eligible users with their full refund within minutes. However, after nearly two years of service, we discontinued the feature as we realized it wasn't the optimal time for such a service. Nonetheless, we gained valuable insights from this experience, and perhaps one day instant refunds will make a return.