BUILDING
MASTER ROUTES

Visibility & Planning - Pilot Program

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Duration

Multi-phase project

Role

Drove user-focused design

Team

UX, Eng, PM, and CTO collaborated on this project.

Tools

Figma, Jira, Slack

<h1>{Payments}</h1> <p>A redesigned Transaction History experience, bringing effortless invoices and faster payments to Upwork. Stay tuned for updates!;/p> Button Coming Soon {{t_days}} DAYS {{t_hours}} HOURS {{t_minutes}} MINUTES {{t_seconds}} SECONDS Case Study

Upwork’s Transaction History provides a detailed record of financial interactions for clients and freelancers globally, ensuring transparency and accountability for all transactions within the Upwork marketplace.

icon note Due to a Non-Disclosure Agreements, the information on this project is limited.

Simplified records for seamless payments

CROSS-FUNCTIONAL COLLABORATION

95%%

DATA-DRIVEN DECISION-MAKING

90%%

ITERATIVE DESIGN & TESTING

92%%

STRATEGIC PROBLEM-SOLVING

88%%

Introduction

To improve user satisfaction and reduce customer support inquiries, Upwork initiated a project to transform its Transaction History system. Our strategic goals centered on providing comprehensive transaction data in a more accessible and streamlined format.

Addressing key challenges & solutions

The existing Transaction History posed several challenges, making it difficult for users to effectively manage and reconcile their financial activity. In response, we focused on fundamentally improving the user experience by addressing these key areas:

 

  • Streamlining the display of transaction data to reduce confusion.
  • Creating a consolidated invoice summary for easier reconciliation.

  • Providing clear guidance and support for dispute resolution and other financial matters.

  • Enhancing filtering and search capabilities for quick access to specific information.
  • Improving mobile experience for enhanced usability on all devices.

By focusing on these core areas and streamlining the user interface, we hypothesized that we could significantly increase user satisfaction and reduce support inquiries related to transaction history issues.