Revamping the Resolution Center
Some years back, PayPal struck a deal with Discover to make a bigger move into the brick and mortar space.
The Risk group wanted to update the Resolution Center so it could align with the dispute process for credit card companies.
The Resolution Center had been limping along with reason codes that were too limiting ("Item not received" and "Not as Described" weren't enough).
We did research and user testing to work through a complicated issue reporting flow. The work we did laid the foundation for a complete overhaul of the resolution center that came years later. Sometimes the payoff is delayed, or your reward was the pride in the work you did even if it didn’t ship right away. : )