‹ All work
iOS,
Kitebank,
2025
Card disputes customers can finish alone
An in-app dispute flow that starts from the charge, so people recognize it before they report it.
Company
Kitebank
Role
Senior product designer
Team
A PM and four engineers
Timeline
Four months, 2025
Platform
iOS
The short version
1 min
Problem
Disputing a card payment meant calling support, and 1 in 5 calls to Kitebank was about a charge someone didn’t recognize.
What I did
An in-app flow that starts from the transaction, shows the merchant’s real name, logo and location, and only then asks whether to dispute.
Result
Dispute calls fell 38% in four months, and a third of started disputes were cancelled once people recognized the merchant.
My role
Senior product designer, with a PM and four engineers.
Context
Kitebank is a mobile bank with 1.2 million customers in the Nordics. When a charge looked wrong, the only way to question it was to call support and wait.
Support heard the same story all day: a customer didn’t recognize a name on their statement, and the name turned out to be a payment processor, not the shop.
My role
I owned the dispute experience end to end, from listening to support calls to the final spec. I worked with a PM, four engineers and the fraud team, who had to approve every step.
Research
I listened to 40 recorded dispute calls and tagged why each one started. Most callers weren’t sure they had been charged wrongly. They just couldn’t match the statement name to a purchase.
40
Support calls reviewed
12
Customer interviews
3
Fraud rules rewritten
“I didn’t want to report it. I wanted to know what it was.”
Kitebank customer
Names hide the shop.
Statements show processor names, not the shop people paid.
Most calls aren’t fraud.
Only 1 in 6 dispute calls ended in an actual dispute.
The phone queue was the form.
Support asked the same seven questions on every call.
Approach
We tested an explain-first flow against a classic dispute form. People who saw the merchant details first were far less likely to file a dispute they later cancelled.
Solution
Tapping any charge now opens the merchant’s real name, logo, location and a map, pulled from the card network.
If it still looks wrong, a three-step dispute starts from that screen, with the seven support questions turned into simple choices.
Result
Dispute calls in four months
1 in 3
Disputes cancelled after seeing details
3 steps
Down from a 14-minute call
The flow shipped to every customer in June 2025. Fraud losses didn’t change, which had been the fraud team’s main worry.
What I learned
Most disputes are really questions. Answer the question first and many of them disappear.
Next project
Repeat prescriptions in three taps →
Mendwell,
Web + iOS,
2024
