Disclosure Requirement
To ensure regulatory compliance and enhance user trust, I designed a compliance-driven disclosure feature for Chipper Cash. This solution included receipt transparency, a dispute resolution function, and clear communication of users' financial rights. It provided users with direct access to Chipper Cash’s support, regulatory agency contacts, and dispute timelines. The design balanced compliance requirements with a seamless user experience, ensuring clarity without friction.
Role
Lead Product Designer - CX
People Involved
Product Manager
Engineers
Legal and Compliance Team
Content Designer
Overview
To meet regulatory compliance requirements across the US and non-US markets, I designed a feature that enhances transaction transparency and dispute resolution for Chipper Cash. The solution included detailed receipts, a reporting function for unknown transactions, and clear disclosure of dispute rights. Users were also provided with contact details for Chipper Cash, regulatory agencies, and financial authorities within their jurisdiction. This feature ensured compliance with regional financial laws while improving operational efficiency.
Problem
Regulatory, Legal, and Compliance Challenges Across Markets
Financial transactions are highly regulated across different regions, requiring specific disclosures, user rights, and dispute resolution mechanisms. Chipper Cash needed a receipt feature that:
Financial transactions are highly regulated across different regions, requiring specific disclosures, user rights, and dispute resolution mechanisms. Chipper Cash needed a receipt feature that:
- Complied with US regulations (CFPB, state-specific financial disclosure laws).
- Met disclosure standards in non-US markets, ensuring proper financial transaction reporting.
- Aligned with African financial regulations, providing clarity for dispute resolution and regulatory bodies.
- Improved operational efficiency by reducing regulatory inquiries and streamlining compliance processes.
- Without this feature, users had limited access to their financial rights, and the company faced increased risk of regulatory penalties and legal disputes.
Challenges
Varying Regulatory Requirements Across Different Regions
- Challenge: Regulations differed significantly between the US, UK, African, and other international markets, requiring localized receipt disclosures.
- Solution: I worked closely with the Legal & Compliance team to create a dynamic receipt design system that adjusted based on the user’s location. This ensured that compliance requirements were met while maintaining a consistent and user-friendly experience.
Balancing Legal Language with User-Friendly Design
- Challenge: Legal disclosures required complex financial terminologies, making receipts harder to understand for everyday users.
- Solution: Implemented simplified tooltips and help sections that explained legal terms in plain language. This ensured users understood their rights without compromising compliance.
Engineering Constraints & Data Accessibility Issues
- Challenge: Engineers faced challenges in retrieving historical transaction data and structuring receipts dynamically based on compliance requirements.
- Solution: I collaborated with engineers to optimize API calls for retrieving transaction data while ensuring the feature could handle edge cases like missing transactions. This allowed for a scalable and efficient receipt generation process.
User Awareness & Engagement with Dispute Rights
- Challenge: Many users were unaware of their right to dispute transactions or how to contact regulatory authorities.
- Solution: I designed an intuitive receipt layout that highlighted dispute options, Chipper Cash support contacts, and relevant financial authorities. I also ensured that dispute submission was a one-click process for accessibility.
Solution
Implementing Compliance-Focused Receipt Enhancements Clearly Structured Receipts Users could view and download transaction details in a standardized, readable format. Report Unknown Transactions A function allowing users to flag unfamiliar receipts instantly User Rights & Contact Information Receipts included Chipper Cash support contacts, regulatory agency details, and a 180-day dispute resolution window. Localized Compliance Adaptations The receipt dynamically updated disclosures based on the user’s country and regulatory body requirements Seamless User Experience Designed to be informative yet simple, making compliance details accessible without overwhelming the user.
Achievements
100%
adherence to CFPB and state-specific financial disclosure laws.
40%
Reduction in compliance review time
44.7%
Reduced compliance-related inquiries to customer support
Improved
customer satisfaction and trust
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