APM Dispute Center01 / 10

APM Dispute Center

Internal tool for managing disputes across alternative payment methods, 2026

APM Dispute Center interface showing dispute cases, SLA states, copy interaction, dispute details and case history
Context02 / 10

A new APM partner required a new dispute workflow

The legacy card dispute center was too manual and difficult to extend

Legacy Dispute Resolution Department interface with dispute table, filters, actions and dispute details
Starting point03 / 10

Risk already knew the domain

Requirements + a rough Excel mockup defined the expected data and controls

Risk team rough Excel mockup defining APM dispute data and controls
Workflow04 / 10

The mockup showed the data — not the workflow

Two focused sessions clarified automation, analyst actions and operational priorities

APM Dispute Center discovery session with Risk, Product Design, Backend, Solution Architecture and Frontend participants
Prototype05 / 10

Turned the workflow into a clickable prototype in days. Open Prototype

It became the shared working artifact for Risk, Frontend and Backend

Slack channel showing Risk feedback threads for the APM Dispute Center prototype
SLA06 / 10

SLA turned into a prioritisation tool

From technical timer values to clear urgency and operational filtering

Legacy dispute interface with technical timer values, stages and statuses
Legacy
Final SLA states showing overdue, urgent and on-time values
SLA filter with operational urgency states
Final
Operational UX07 / 10

I streamlined everyday analyst work

Small UX details made repetitive tasks faster without adding interface clutter

Edit columns interface showing active columns, checkboxes and drag handles

Show only the columns you need

Dispute table cell showing the Click to copy interaction

Copy any value without cluttering the table

Order ID filter with multiple values pasted into a textarea

Paste Order IDs directly from Excel

Filters08 / 10

Filters matched real queries

Search, single-select, and multi-select matched how the Risk team actually filtered cases

Final APM dispute filters for chargeback date, SLA, status, and bulk Order IDs
Delivery09 / 10

Excel → final UX → staging

Design and development progressed in parallel

Workflow clarified
Completed
Clickable prototype
Completed
Final UX
Completed
Stage & final demo
Completed
Production launch
Not observed before departure
Contacts10 / 10

Let’s make complex products feel straightforward

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