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How can we help Visa’s case reviewers make faster, more accurate decisions on flagged fraud transactions?
Role
Design Engineer
Contribution:
Product design revamp, design systems, accessibility
Team:
Cybersource, Visa
Visa’s fraud management platform faced a major usability challenge. Case managers struggled with a disjointed case management module that lacked visual clarity and required redundant searches across multiple screens.
This made it difficult to quickly identify suspicious activity and make confident decisions. Through a comprehensive redesign using an updated design system, the platform introduced improved visual hierarchy, contextual information, and a streamlined decision-making UI that significantly enhanced user experience.
As a result, case managers saw an 87% reduction in time spent per case, and all 10 out of 10 case managers interviewed reported feeling more confident in identifying and acting on fraudulent activity.
My Impact
Observation that drives empathy
Shadowed case managers to map workflows and identify friction points
Partnered with Visa’s user research lab
Defined goals, created mockups, and tested with real users
Led end-to-end UI redesign
Owned full UX process, from early concepts to polished handoff to QA
Contributed back to the Visa design system
Built reusable components & patterns to support future fraud platform scalability
Fully WCAG 2.0 AA accessible
Performed WCAG audits and ensured the platform met accessibility standards
Reduced review time by 87%
100% of case managers reported feeling more confident in identifying fraud
Before
Note to self: blurry screenshots are not it! Sorry about the documentation on this one folks
