christopherwoodside

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christopherwoodside

christopherwoodside

christopherwoodside

LeafLink - 2022

LeafLink - 2022

LeafLink - 2022

LeafLink - 2022

A business level dispute resolution system that lets you get back to business

B2B dispute resolution for the cannabis industry

INTRODUCTION

Bringing LeafLink’s dispute resolution process to the next level

LeafLink payments launched in 2020 and was built to provide invoice tracking and payment solutions to businesses in the Cannabis industry. The platform, an offshoot of the original LeafLink marketplace, included a feature allowing users to raise and resolve disputes around invoices between buyers and sellers. Our pod was asked to develop and test a post MVP version of dispute tracking.

TEAM & ROLES

It takes a village to build a feature

Christopher Woodside

SENIOR PRODUCT DESIGNER (ME)

Christopher Woodside

SENIOR PRODUCT DESIGNER (ME)

Christopher Woodside

SENIOR PRODUCT DESIGNER (ME)

Christopher Woodside

SENIOR PRODUCT DESIGNER (ME)

Christopher Woodside

SENIOR PRODUCT DESIGNER (ME)

Paul Kim

SENIOR PRODUCT MANAGER

Paul Kim

SENIOR PRODUCT MANAGER

Paul Kim

SENIOR PRODUCT MANAGER

Paul Kim

SENIOR PRODUCT MANAGER

Paul Kim

SENIOR PRODUCT MANAGER

Greg Dubois

FRONT-END SOFTWARE ENGINEER

Greg Dubois

FRONT-END SOFTWARE ENGINEER

Greg Dubois

FRONT-END SOFTWARE ENGINEER

Greg Dubois

FRONT-END SOFTWARE ENGINEER

Greg Dubois

FRONT-END SOFTWARE ENGINEER

Marc Simon

SENIOR BACK-END ENGINEER

Marc Simon

SENIOR BACK-END ENGINEER

Marc Simon

SENIOR BACK-END ENGINEER

Marc Simon

SENIOR BACK-END ENGINEER

Marc Simon

SENIOR BACK-END ENGINEER

CURRENT STATE

Hey, I have some issues…

The existing version of the dispute feature let users flag specific invoices as being “in dispute.” This would trigger a LeafLink staff member to email the initiator of the dispute for context and then aid the user in finding a resolution. Interactions and documentation of the disputes occurred entirely off platform. The LeafLink staff often utilized phone calls, texts, and email threads to track and resolve disputes.

THE PROBLEM

Business needs to track & automate the dispute process

The business interest was to bring the dispute process in platform so that they could track the kind of disputes that were cataloged. There was an additional interest in exploring if there was a way to automatically resolve disputes around incorrect invoice totals. These were estimated to make up 50% of the disputes raised with LeafLink.

DISCOVERY

Pain points identified with the users

In talks with users, they said that they found this whole process very cumbersome and disjointed. Two major frustrations emerged. The first being hopping between platforms and the second being that every dispute exchange started from square one with no context.

“I get an email from LeafLink asking why I'm disputing it, which if there was a way to avoid a lot of back and forth emails or anything like that…”

–Accounting Manager

“I always have to send out an email and then go back into LeafLink and try to find the invoices… that I'm trying to resolve. The dispute interactions, honestly (are) a huge pain…”

–Assistant Controller

DISPUTES V2

With this context, we refined the brief

After speaking with users and digging into existing research, I worked with our Product manager to guide and refine our Product Scoping Document (PSD) to make sure it was custom built for our users.

NEW DISPUTE SUBMISSION PROCESS

Fleshed out the whole dispute submission process to include a dispute category selector, contextual comments around the dispute, and the ability to attach documentation to your initial dispute.

NEW DISPUTE SUBMISSION PROCESS

Fleshed out the whole dispute submission process to include a dispute category selector, contextual comments around the dispute, and the ability to attach documentation to your initial dispute.

NEW DISPUTE SUBMISSION PROCESS

Fleshed out the whole dispute submission process to include a dispute category selector, contextual comments around the dispute, and the ability to attach documentation to your initial dispute.

NEW DISPUTE SUBMISSION PROCESS

Fleshed out the whole dispute submission process to include a dispute category selector, contextual comments around the dispute, and the ability to attach documentation to your initial dispute.

NEW DISPUTE SUBMISSION PROCESS

Fleshed out the whole dispute submission process to include a dispute category selector, contextual comments around the dispute, and the ability to attach documentation to your initial dispute.

DISPUTE COMMENT THREAD

Built a running comment thread attached to each dispute. The comment thread was built to allow anyone at the dispute originator or recipient’s company to talk with each other or any LeafLink staff member to resolve their dispute. The comment thread would also allow users to upload documentation mimicking a more public and organized form of their existing email process.

DISPUTE COMMENT THREAD

Built a running comment thread attached to each dispute. The comment thread was built to allow anyone at the dispute originator or recipient’s company to talk with each other or any LeafLink staff member to resolve their dispute. The comment thread would also allow users to upload documentation mimicking a more public and organized form of their existing email process.

DISPUTE COMMENT THREAD

Built a running comment thread attached to each dispute. The comment thread was built to allow anyone at the dispute originator or recipient’s company to talk with each other or any LeafLink staff member to resolve their dispute. The comment thread would also allow users to upload documentation mimicking a more public and organized form of their existing email process.

DISPUTE COMMENT THREAD

Built a running comment thread attached to each dispute. The comment thread was built to allow anyone at the dispute originator or recipient’s company to talk with each other or any LeafLink staff member to resolve their dispute. The comment thread would also allow users to upload documentation mimicking a more public and organized form of their existing email process.

DISPUTE COMMENT THREAD

Built a running comment thread attached to each dispute. The comment thread was built to allow anyone at the dispute originator or recipient’s company to talk with each other or any LeafLink staff member to resolve their dispute. The comment thread would also allow users to upload documentation mimicking a more public and organized form of their existing email process.

AUTOMATED RESOLUTION FLOW

Constructed a resolution process for incorrect invoice totals that allowed for the invoice to automatically correct itself if both the disputer and the recipient agreed to the updated invoice total.

AUTOMATED RESOLUTION FLOW

Constructed a resolution process for incorrect invoice totals that allowed for the invoice to automatically correct itself if both the disputer and the recipient agreed to the updated invoice total.

AUTOMATED RESOLUTION FLOW

Constructed a resolution process for incorrect invoice totals that allowed for the invoice to automatically correct itself if both the disputer and the recipient agreed to the updated invoice total.

AUTOMATED RESOLUTION FLOW

Constructed a resolution process for incorrect invoice totals that allowed for the invoice to automatically correct itself if both the disputer and the recipient agreed to the updated invoice total.

AUTOMATED RESOLUTION FLOW

Constructed a resolution process for incorrect invoice totals that allowed for the invoice to automatically correct itself if both the disputer and the recipient agreed to the updated invoice total.

DISPUTES PAGE

The team gave both the LeafLink staff members and LeafLink customers a new disputes page that would allow them to easily track and organize existing and resolved disputes.

DISPUTES PAGE

The team gave both the LeafLink staff members and LeafLink customers a new disputes page that would allow them to easily track and organize existing and resolved disputes.

DISPUTES PAGE

The team gave both the LeafLink staff members and LeafLink customers a new disputes page that would allow them to easily track and organize existing and resolved disputes.

DISPUTES PAGE

The team gave both the LeafLink staff members and LeafLink customers a new disputes page that would allow them to easily track and organize existing and resolved disputes.

DISPUTES PAGE

The team gave both the LeafLink staff members and LeafLink customers a new disputes page that would allow them to easily track and organize existing and resolved disputes.

USABILITY TESTING

Putting the feature in our user’s hands

While constructing the new dispute process, we tested the new feature with existing LeafLink customers to track quantitative success rates for tasks given in the platform along with qualitative feedback to how the new feature worked.

PARTICIPANTS

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Monterey Tilth Farms

CHIEF PRODUCT OFFICER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

ASSISTANT CONTROLLER

Grassdoor

CONTROLLER

Grassdoor

CONTROLLER

Grassdoor

CONTROLLER

Grassdoor

CONTROLLER

Grassdoor

CONTROLLER

Grassdoor

CONTROLLER

42 Degrees

ACCOUNTING MANAGER

42 Degrees

ACCOUNTING MANAGER

42 Degrees

ACCOUNTING MANAGER

42 Degrees

ACCOUNTING MANAGER

42 Degrees

ACCOUNTING MANAGER

42 Degrees

ACCOUNTING MANAGER

Ladybug Farms

CHIEF OPERATING OFFICER

Ladybug Farms

CHIEF OPERATING OFFICER

Ladybug Farms

CHIEF OPERATING OFFICER

Ladybug Farms

CHIEF OPERATING OFFICER

Ladybug Farms

CHIEF OPERATING OFFICER

Ladybug Farms

CHIEF OPERATING OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Teebz

CHIEF EXECUTIVE OFFICER

Gage USA

SENIOR COST ACCOUNTANT

Gage USA

SENIOR COST ACCOUNTANT

Gage USA

SENIOR COST ACCOUNTANT

Gage USA

SENIOR COST ACCOUNTANT

Gage USA

SENIOR COST ACCOUNTANT

Gage USA

SENIOR COST ACCOUNTANT

METHODOLOGY

Collecting quantitative & qualitative feedback from our users

The usability test involved running the user through a prototype built around the processes of starting and then resolving a dispute. The session involved setting them up with an issue that they wanted to raise a dispute about and then dropping them into the prototype. We then prompted users with 13 tasks to complete, unaided and paused along the process to collect feedback.

DESIGN RECOMMENDATIONS

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

Where’s my shipment?

Recommendation

Users didn’t understand raising a dispute around “Inventory Not Delivered”. They were confused if this meant the entire shipment hadn’t been received or parts of the order did not arrive.

We broke this dispute reason into two, one specifically around “Shipment Not Received” and another around “Missing Inventory”

I want to edit or delete it.

Recommendation

Users also mentioned that they might want to change the details of a dispute, or delete it if they had made some error.

We were reluctant to give users full editing or delete access for fear of bad actors. There was concern that some users might change the terms of a dispute after the discussion had started or delete a dispute which had not really been resolved. We recommended introducing edit and deletion functions given only to the dispute originator, but these actions would deactivate after 6 hours.

Which is the most up to date invoice?

Recommendation

When completing the prototype, users were confused on if the LeafLink invoice of record had been updated. They also had trouble finding the most up-to-date invoice.

We proposed adding “events” into the comment thread timeline with links to relevant documentation. This would allow users to have confirmation of what had changed in the system and easy access to where these events had taken place.

Let me confirm it.

Recommendation

For changes made either in the automated process or by a LeafLink staff member, dispute originators wanted a notice that some resolution action was about to take place and be able to greenlight it before it went through.

We proposed adding a new email notification allowing the dispute originator a summary of how their dispute would be resolved and give them a time window to contest it before the dispute was officially settled.

TASK SUCCESS RATE

An intuitive way to find a resolution

Overall the prototype tested very high with task success rates and users cited it as very easy to use.

“I think your whole system is very self-explanatory… Just the general intuitiveness of it. Yeah, it flows nicely. It’s user-friendly.”

–Chief Product Officer

“(It’s) very straightforward and simple. I mean, it’s idiot proof… I think you've summed up exactly what needs to be in there.”

–Senior Cost Accountant

SUCCESS SCORES

Find invoice to be disputed

60%

Find invoice to be disputed

60%

Find invoice to be disputed

60%

Find invoice to be disputed

60%

Find invoice to be disputed

60%

Find invoice to be disputed

60%

Start a new dispute

100%

Start a new dispute

100%

Start a new dispute

100%

Start a new dispute

100%

Start a new dispute

100%

Start a new dispute

100%

Include file in dispute

100%

Include file in dispute

100%

Include file in dispute

100%

Include file in dispute

100%

Include file in dispute

100%

Include file in dispute

100%

Dispute "not delivered"

83%

Dispute "not delivered"

83%

Dispute "not delivered"

83%

Dispute "not delivered"

83%

Dispute "not delivered"

83%

Dispute "not delivered"

83%

Dispute "correct invoice total"

83%

Dispute "correct invoice total"

83%

Dispute "correct invoice total"

83%

Dispute "correct invoice total"

83%

Dispute "correct invoice total"

83%

Dispute "correct invoice total"

83%

Input correct invoice total

100%

Input correct invoice total

100%

Input correct invoice total

100%

Input correct invoice total

100%

Input correct invoice total

100%

Input correct invoice total

100%

Confirm dispute summary

100%

Confirm dispute summary

100%

Confirm dispute summary

100%

Confirm dispute summary

100%

Confirm dispute summary

100%

Confirm dispute summary

100%

Generate new dispute

100%

Generate new dispute

100%

Generate new dispute

100%

Generate new dispute

100%

Generate new dispute

100%

Generate new dispute

100%

Define dispute resolution

100%

Define dispute resolution

100%

Define dispute resolution

100%

Define dispute resolution

100%

Define dispute resolution

100%

Define dispute resolution

100%

Identify dispute status

100%

Identify dispute status

100%

Identify dispute status

100%

Identify dispute status

100%

Identify dispute status

100%

Identify dispute status

100%

View updated invoice

66%

View updated invoice

66%

View updated invoice

66%

View updated invoice

66%

View updated invoice

66%

View updated invoice

66%

Write a comment

100%

Write a comment

100%

Write a comment

100%

Write a comment

100%

Write a comment

100%

Write a comment

100%

SENTIMENTS

The sentiment and feedback from the testers were positive.

“Oh my gosh, this is perfect… It’s just really easy to follow, it’s documented perfectly so that you can see what happened at what time.”

–Accounting Manager

You’ve got all the features that you would need from the invoice editing process and why you would need to dispute it… I can see what’s happening to the communication that’s happened around it. So that’s great”

–Chief Product Officer

“That was… really great to see. That’s everything I was hoping for. I was actually just telling my coworker before I got on the call… I really hope they add options for missing product or wrong invoice totals and stuff. And that’s exactly what you guys had.”

–Senior Cost Accountant

DEV HANDOFF

A comprehensive guide to bring the feature to life

I worked with the front-end, and back-end engineers to construct a handoff document that would cover everything they would need to build the new dispute function.

  • Key screens

  • Null states

  • Error states

  • Desktop & mobile breakpoints

  • Flow documentation

  • Specification sheet for complex interactions

View Figma

View Figma

View Figma

View Figma

View Figma

View Figma

NEXT STEPS

Keep on iterating…

From our work talking with customers and LeafLink admin users, we began road mapping v3 and v4 additions to the dispute feature.

  • Connect quantitative data tracking post MVP launch to track usage and adoption

  • Test dispute resolution flows

  • Allow user tagging of other employees and admins

  • In-email integration for dispute responses and resolutions.

  • Expand categories for auto-resolution processes

Thank you for your time.

Thank you for your time.

Thank you for your time.

Thank you for your time.

Email: cc.woodside@gmail.com

Email: cc.woodside@gmail.com

Email: cc.woodside@gmail.com

Email: cc.woodside@gmail.com

Email: cc.woodside@gmail.com

Email: cc.woodside@gmail.com