Justt

Turning Chargebacks managment into A Strategic Advantage

Chargebacks drain revenue and complicate operational workflows, hindering financial transparency. Justt’s AI-powered automation fights disputes, but merchants needed clearer insights. To solve this, we designed the Sapient Dashboard—a real-time insights platform that empowers businesses to monitor, strategize, and optimize their chargeback recovery efforts.

My Role
UI/UX Designer
User Research
Product Strategy

Company
Justt.ai

Teams
VP Product
Head of Product
Product Manager
Engineering Team

Year
2022 - 23 


The Challenge: Merchants Were Flying Blind

Justt’s AI-driven chargeback solution excelled at delivering impressive recovery rates, but despite that, merchants faced critical challenges:

  • 💸 Revenue Loss Without Clarity → Merchants were unsure how much money they were recovering.

  • 📊 Lack of Real-Time Insights → They couldn’t track chargeback progress intuitively.

  • 🔍 Disconnected Workflows → Customer support and finance teams had to consolidate data from multiple sources manually.

Without visibility into their chargeback performance, merchants couldn’t optimize their dispute strategies or forecast financial outcomes.

Assembling the A-team
To address this, we formed a focused task force that included the VP of Product, Head of Product, Customer-Facing PM, and myself. Together, we aimed to create a solution that enhanced visibility and empowered merchants to engage with their chargeback data fully.

Market and User Discovery: Uncovering the Gap

I began by conducting market research and discovered that no other chargeback solution company had a dedicated customer-facing product.

No chargeback platform I researched offered a dedicated merchant-facing product, leaving businesses disconnected from their operations.

To validate this gap, I:

  • 📊 Analyzed Competitors – Found no merchant-facing dashboards.

  • 🎤 Interviewed Merchants – Identified pain points in process clarity & financial visibility.

  • 📞 Worked with Support & Product Teams – Uncovered workflow bottlenecks and engagement challenges.

💡 Key Questions We Asked:

Merchants:

  1. What’s your biggest frustration with chargebacks?

  2. How important is real-time tracking?

  3. What would simplify dispute management for you?

  4. How would you describe the overall experience with Justt?

Support & Product Teams:

  1. Where do merchants struggle the most?

  2. What’s missing in their current workflow?

  3. How do you guide them through disputes?

The Research Resolution - Key conclusions

  • There is an Obvious Gap in the Chargeback Solution Market:
    No existing chargeback solution company offered a customer-facing product, presenting a clear opportunity to create a unique and competitive tool.

  • Demand for Real-Time Insights and Reporting:
    Users emphasized the need for real-time tracking, clear status updates, and actionable insights to make informed, data-driven decisions about chargebacks.

  • Importance of Reports and Data Sharing
    Stakeholders require easy data export options to make informed decisions efficiently, reducing repetitive back-and-forth questioning on chargeback issues.

What Users Told Us: Focusing on Insights

🏆 Goals

  • Have a centralized source of information regarding the company's financial chargeback state.

  • Get real-time data and performance metrics to track success and make informed decisions.

  • Simplify data sharing, enable team alignment, and provide flexible reports.


🥊 Pains

  • Confusion about the overall chargeback process.

  • Difficulty accessing scattered and disorganized chargeback information.

  • Facing questions from multiple stakeholders about the same chargebacks.

🎉 Gains

  • Gain a comprehensive understanding of the chargeback processes.

  • Get transparency and control over their chargeback activity.

  • Real-time tracking and detailed reports enable smarter, faster business decisions.

  • Strengthen Reputation with Payment Providers.

Strategic Design Process: From Research to Execution

  • Collaborated with Head of Product, VP Product & PM in a UX task force.

  • Used data-driven prioritization (Value/Effort Matrix, User Journey Mapping).

  • Focused on high-impact features for better onboarding & chargeback management.

  • 1. Prioritizing Features with the Value/Effort Matrix
    To ensure we built a dashboard that truly served merchants, we mapped features based on value vs. effort. This approach helped us focus on high-impact, low-complexity solutions first.

  • 2. Mapping the User Journey for a Seamless Experience
    Through the journey mapping process, I identified key user frustrations:

    • Confusion about chargeback tracking → No clear hierarchy in data.

    • Uncertainty about next steps → Lack of guidance in the onboarding process.

    • Difficulty filtering relevant transactions → Overloaded dashboard with too much information.

  • 3. Thoughtful Information Architecture for Clarity & Usability
    To solve these pain points, I designed a structured, scalable information architecture that:

    • Simplifies navigation with clear sections & dashboards.

    • Prioritizes critical data visibility for faster decision-making.

    • Integrates advanced filters for better transaction tracking.

The Solution: The Justt Sapient Dashboard

With user insights and data-driven design, I developed the foundational wireframes for the Sapient Dashboard—a central analytics hub designed to enhance usability, provide financial transparency, and improve operational efficiency in chargeback management.

  • Version 1.0: Information Overload
    • Cluttered layout → No clear priority for key metrics.
    • Cognitive overload → Users struggled to identify what mattered most.
    • Unintuitive navigation → Users spent too much time searching for insights.

    💡 Key Takeaway: We needed better hierarchy, structured data grouping, and streamlined navigation.

  • Version 2.0: Simplified but Lacking Context

    ✅ Improvements:
    • Grouped related data for a cleaner, more focused view.
    • Reduced visual clutter, making navigation easier.

    ❌ Remaining Issues:
    • Key metrics still hard to locate → Users wanted a more prominent "at-a-glance" summary.
    • Primary vs. secondary data balance needed refinement.
    • Certain workflows remained unclear, causing friction in user interactions.

    💡 Key Takeaway: While improving clarity, this version lacked immediate access to mission-critical insights.

  • Version 3.0: User-Centric & Actionable

    ✅ Final Enhancements:
    • Prioritized key metrics at the top for instant visibility.
    • Contextual linking allowed deeper data exploration without cluttering the main view.
    • Streamlined navigation & improved task completion speed.

    ⭐ Outcome: Users praised the intuitive layout, faster workflows, and effortless access to critical financial insights.

Iterations of Design: Refining the Experience

While we continued to develop the next phase of designed iterations (shown below), we continued to focus on our goal of creating a dashboard that delivered real-time insights without overwhelming users, I worked closely with:

  • Product Team → Defined the most critical features for merchants.

  • Data Team → Ensured clear and actionable chargeback insights.

  • Merchants & Customer Support → Conducted user interviews & usability testing

My work with all of these stakeholders and users at this phase had a few key guidelines that I followed:

  • Designed clear data charts & progress-tracking tools.a

  • Introduced color-coded dispute statuses for at-a-glance clarity.

  • Slowly refined to create a user-preferred “Quick Overview” section for faster decision-making.

Testing Iterations

The Sapient Dashboard underwent three major iterations, each improving usability, data visualization, and efficiency.

Version 1.0 – Old & Confusing
1. Design feels ‘heavy’ and aligned to the old system design
2. Users get no insight, only specific pieces of information
3. Hierarchy not good enough

Version 2.0 – Cleaner, but Overloaded
1. Improved layout, but users still struggled to get key information
2. Data Overload
3. Hierarchy is better, but not good enough still

The final design

The final design that we decided on was given to a few of our clients for feedback, to know what to refine for the final MVP:

✅ Version 3.0 – Intuitive & Actionable
1. Clear visual hierarchy with prioritized KPIs.
2. Smart filters & navigation for faster decision-making.
3. Engaging data visualizations for easier insights.

testing and Client Iterations Feedback

After sharing the final design with some of our clients and letting them work with it, this is some of the feedback we got:

“A clear Snapshot of all our important chargeback data, including amounts and cases, makes keeping track of our finances much easier. This feature works great and saves us a ton of time.”
— Alis, from Melio
“Sometimes, it isn’t easy to find specific chargebacks related to subgroups. While this process is great for forwarding answers to stakeholders, it would be nice if it were more intuitive.”
— John, from Honeybook
“The analysis tab is detailed and offers a great drill down of benchmarks like distribution by PSP, reason codes, and statuses. It’s fantastic for in-depth analysis, but it can be overwhelming at times.”
— Hila, from Guesty

Final Design mVP

Through iterative testing and refinements, we developed the dasboard. Below is the MVP that merchants now use to track chargebacks in real-time.

The Sapient Dashboard provides merchants with full transparency into chargeback performance, enabling them to track disputes, analyze success rates, and optimize their financial strategies.

Key Features & UX Enhancements:

📊 Real-Time Tracking – Live dispute statuses with color-coded resolution stages.

📈 Performance Insights – Win rates by case type & revenue impact reports.

🔎 Smart Filtering – Timeframe, region, & category filters with quick-access saves.

📂 Seamless Data Exports – CSV/PDF reports & API integrations for real-time syncing.

Justt’s Impact: Measurable Results for Merchants

The redesigned Sapient Dashboard transformed how merchants manage chargebacks, increasing efficiency and decision-making power. By combining data-driven insights with a user-centered design, Justt empowered merchants to take control of chargebacks, optimize revenue recovery, and streamline operations.

The calculated impact on our clients

Key Performance Metrics Results of using Sapient Dashboard
📉 -60% Less Manual Work Automated dispute tracking saved hours of manual effort.
📈 +34% Improved Decision-Making Clearer insights led to quicker action.
🚀 +40% Boost in Engagement Users actively monitored & optimized their business financial handling.
🎯 4.7/5 Merchant Satisfaction Score Positive feedback on dashboard usability & transparency.

Client Example: Turning Insights into Revenue

1. Improved Insights – our client detected an increase in chargebacks with a specific PSP that accounts for 40% of the business chargebacks.

2. Action from insight – the client contacted said PSP to improve the fraud detection solution​.

3. Reduction in Chargebacks – Clearer reporting & optimized strategies thanks to the insight, led to a drop in new chargebacks​. - 25% drop in one quarter!

Business-Level Impact for Justt:

  1. Increased trust & confidence → Merchants could feel more confident in Justt capabilities and chargeback recovery.

  2. Increased Merchant Retention & Engagement → More businesses actively using Justt’s dashboard.

  3. Strengthened Justt’s Competitive Advantage → Improved visibility of Justt’s value proposition to clients.

  4. Created Scalable Data Architecture → New integrations paved the way for future automation & analytics expansion.

Next Steps & Lessons Learned

Redesigning Justt’s chargeback management platform taught me how UX can turn complexity into clarity, making financial decision-making more transparent and efficient.

Key Takeaways:

  • Data Transparency Builds Trust – Clear insights drive higher merchant engagement.

  • Customization is Key – Flexible filters & reporting improve decision-making.

  • UX Testing Drives Success – Iterative testing directly improved usability.

Next Steps: Expanding Justt into a Merchant Hub

Following the successful redesign, we evolved Justt’s platform from a dashboard to a full-service merchant hub, enabling:

  • 💫 Self-Onboarding Flow – Faster setup for instant access.

  • 🔗 3rd-Party Integrations – Expanded data sources for smarter insights.

  • 📖 Chargeback Education Hub – Helping merchants master dispute strategies.

🚀 Conclusion: From Frustration to Full Control

Chargebacks can feel overwhelming, but with Justt’s Sapient Dashboard, we transformed complexity into clarity. Merchants now have an intuitive, data-driven way to track disputes, analyze success rates, and optimize financial recovery.

The result? Smarter decisions, better outcomes, and full confidence in their chargeback strategy.