Unifying the journey: a single flow of dispute in the Applications Portal
I redesigned the tag dispute flow in the Applications Portal, unifying steps into a simpler and clearer journey. The new process brought more autonomy and confidence to the user, as well as reducing friction and support requests.
UX Strategy
Research
Data & Metrics
UX/UI Design
Context
Challenge/Problem
The process of contesting tags on the Applications Portal was fragmented, not user-friendly, and lacked clarity in the steps. This created insecurity among users, friction in the journey, and an increase in demands for support.
Solution
Complete redesign of the journey in a unified flow, with simpler screens, clear language, step-by-step guidance, and immediate feedback on each action, bringing more confidence, autonomy, and transparency to the user.
Tools used:
Figma
figjam
teams
jira
confluence
Design Process
As a Product Designer, I conducted an analysis of the existing journey, identified friction points, and redesigned the flow into a unified process. Through navigable prototypes in Figma and validations with stakeholders, I created a clearer, simpler, and more reliable experience.
Discovery
KPI
OKR
analytics
csd matrix
desk research
The challenge
In the Applications Portal, the process of disputing tag charges was a critical point in the user experience. The journey was fragmented, with excessive clicks, technical language, and a lack of clarity about what was happening at each stage.
This generated insecurity in usage, increased support demand, and frustration from customers who were already in a sensitive situation due to disputing a charge.
The challenge, therefore, was not just to design new screens, but to reconstruct the experience of contestation so that it would be simple, transparent, and trustworthy.
Research
heat map
personas
data analysis
user interviews
data triangulation
Understanding the journey
The first step was to dive into the current journey. Mapping each click and each screen message brought to light clear bottlenecks:
Excess of steps: the user had to navigate through different sections before starting a dispute.
Confusing language: technical terms created insecurity about what each action meant.
Absence of feedback: there was no clear confirmation that the dispute had been sent, leaving the user in doubt.
Direction
prioritization
cost and effort matrix
Label
Label
This diagnosis helped to define the priority friction points that needed to be resolved already in the MVP:
clarity
reduction of effort
immediate feedback
Design
wireframe
design system
low-fidelity prototype
usability
We created the first drafts of how information could be presented in the interface.
With the help of Diana (Design System), I refined the prototype by bringing in the tone of voice, brand characteristics, and working on the design guidelines.
Refine
use cases
exception cases
high-fidelity prototype
After validating with the Business team and users of the Application Portal, I refined the documentation to be used by the developers.
Delivery
navigable prototype
handoff
The result was a new tag dispute flow with full focus on the user experience, bringing:
Visual and textual clarity
Simple and direct language, accompanied by clean screens.
Step by step guidance
The user knows exactly where they are and what comes next.
Immediate feedback
Visual confirmations for each action, reducing the anxiety of not knowing if the request has been recorded.
Reduction of steps
Optimized journey, with fewer clicks and repetitive decisions.
The design not only improved usability but also brought a more human tone to a delicate moment of the experience.
Ongoing
data analysis
performance tracking
The impact
Although the quantitative indicators are still being measured, positive signs have already been observed:
Greater user autonomy, allowing them to independently resolve previously confusing situations.
Lower volume of support, due to reduced questions about how to appeal.
Perception of transparency, thanks to clear messaging and constant feedback.
These results open up space for future gains, both in operational efficiency and in customer satisfaction.
Learnings
This project reinforced the importance of clarity as a central element of design: simplifying language, providing immediate feedback, and reducing steps can transform the user's perception, increasing their confidence.
I also learned that small details have a great impact and that continuously validating with stakeholders is essential to align expectations.
Above all, I understood how design can act not only as a usability tool but also as an agent of credibility and care in delicate moments of the journey.
✨ This case reinforces my skills in: simplifying complex journeys, advocating for functional design, and being a communication link with business people.
Want to know more details?
Contact me and let's talk! I can tell you more about my work process and the design decisions articulated in this study.
Gabriela Lara
Senior Product Designer
Copyright © 2025 Gabriela Lara.