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Worry-Free Transactions: No News is Good News

Designed a predictive notification system for OneSpan Sign that transformed document "babysitting" into a cost-saving "set-and-forget" experience.

Worry-Free Transactions notification and inbox

Impact

~$140K

Estimated cost saved per customer by automating manual transaction monitoring.

~40%

Expected reduction in failed transactions by alerting users before expiration.

~90%

Expected resolution rate for at-risk transactions within 12 hours.

Process

The "No News is Good News" Pivot

While the initial request was for "more logs," I realized users only wanted to know when to intervene, leading to a "set-and-forget" philosophy that respects user attention.

Working Backwards

Used a mock feature announcement to clearly articulate the problem framing and shape of the solution before a single pixel of the actual tool was designed.

Mock feature announcement for Worry-Free Transactions — Worry-Free Transactions notification and inbox

High-Fidelity for High Stakes

Leveraged a mature design system to skip wireframes and present high-fidelity renders, which was essential for managing the expectations of change-sensitive financial clients.

The Solution

A predictive risk-scoring system that flags documents, prioritizes them in the inbox, and allows users to "snooze" or resolve issues before they expire.

Email notification for \“at risk\” transactions — Email notification for “at risk” transactions

Transactions inbox sorted to prioritize \“at risk\” transactions — Transactions inbox sorted to prioritize “at risk” transactions

\“Snooze\” options via transactions inbox — “Snooze” options via transactions inbox

Reality Check

Shifting Priorities

Despite clear ROI, the feature was deprioritized to divert resources to escalating requests.

The Lesson

Anything can be sidelined by shifting business priorities. By capturing intent early through a "Working Backwards" approach, I created a durable blueprint that can be reactivated the moment resources allow.

Moving Forward

Zero-Waste Handoff

Provided Product Marketing with a head start via the "working backwards" mock announcement and eliminated future ramp-up time for engineering by securing high-fidelity, design-system-backed specs early.

Ongoing Advocacy

Amazon's approach of "Working Backwards" continues to be one of my favorite methods to ensure future projects are grounded in clear, measurable business outcomes.

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I'm always up for a chat about design, working together, and .