A web app built for users who need a simple and easy way to dispute their credit reports

A qualitative UX study was conducted with 10 users, split between desktop and mobile testing. Insights were refined through three rounds of analysis: first identifying broad user takeaways, then organizing findings by specific screens, and finally synthesizing them into concise, actionable insights. This thorough process provided a comprehensive understanding of user behavior while highlighting clear opportunities for product refinement.

Contribution: UX Researcher & Prototype Development

Other Contributors: Eightfold (UX Design)

Tools: Figma & Respondent

Year: 2023

Timeframe: 2 weeks

🆕 New Product in Development – The client was creating a new product but faced uncertainty about functionality and UX.

✅ Need for Validation – Core features needed to be tested before moving into high-fidelity design.

🤔 Unclear User Response – Unsure how the concept would resonate with the target audience.

⏳ Risk of Wasted Effort – Without validation, significant time and resources could be invested into a product that didn’t meet expectations.

⚠️ Usability Concerns – Key user needs and pain points had to be addressed early to ensure success.

🧩 Prototype Built – Created to test the product’s functionality and overall user experience.

📝 Research Plan & Script – Developed a structured approach to guide the testing sessions.

👥 Live User Testing – Conducted sessions with real users to gather authentic feedback.

📊 Data Synthesis – Analyzed results to identify key patterns and actionable takeaways.

📣 Client Presentation – Shared findings to guide next steps and refine the product before moving to high-fidelity design.

User testing revealed key insights into the product’s usability. Participants preferred sending disputes digitally over traditional mail, emphasizing the need for a modern, convenient process. Testing also showed that users needed clearer explanations of credit report errors, as many didn’t understand the distinctions. Despite a few minor hiccups, the overall flow was intuitive, with most users completing tasks without assistance. Importantly, users found the service highly valuable, as it simplified the process and made navigation much easier, driving a positive overall experience.

Check out live product here

P.S. Twas not I who designed their website.