Data Gathering
In Level 2 of the tree, our objective is to gather more specific details before offering a resolution to the user’s issue.
- At this stage, we begin by determining if there is a transaction associated with the problem. To facilitate this, we present the user with a list of transactions categorised by incoming or outgoing. This allows users to select the relevant transaction that corresponds to their issue.
- Additionally, users are provided with the option to proceed without selecting a transaction. In such cases, we guide them through a process where we gather all necessary information and proceed by initiating a ticket to address their concern effectively.
This approach ensures that users have the opportunity to provide detailed context about their issue, either by selecting a specific transaction or by providing relevant information to initiate a ticket. By gathering comprehensive details at this stage, we can streamline the resolution process and provide more targeted assistance to our users.
UX Guidelines
✅ DO
- Filter Transactions that are relevant (incoming vs outgoing)
- Allow users to scroll through transactions
- Provide an option above the fold to move forward without selecting a transaction
❌ DO NOT
- DO NOT make the user scroll to the end of the transaction list for more options
- DO NOT mask or hide names in the transaction list
