DESIGN

🌟 Key feature #1 - Customize information requests

The new modal display all questions within the added question groups. Agents can select or deselect specific questions, enabling them to craft a customized Information Request experience tailored to each seller's case.

🌟 Key feature #2 - Show previous answers in request creation modal

If a question was already answered by the seller in the previous Information Requests, the new request will display the most answer recent answer automatically.

🌟 Key feature #3 - Granular review actions

The new modal offers enhanced control over review statuses at a more granular level. It gives agents the flexibility to reject a response without requiring the seller to re-answer it. Additionally, it allows agents to override a seller’s response when necessary.

🌟 Key feature #4 - Additional instructions in supporting seller reanswering questions

Sellers don't receive explanations on why their answers are declined which lead to confusion and frustration. In the new modal, agents can send a concise message to the seller, which will be displayed as an error message below the fields, helping seller to reanswering easily.

ITERATION
TESTING

A usability testing was made with the 9 agents from previous interview. Overall, agents found the new process easy and intuitive. Although it will take time for them to get used to the new process, they are all very excited.

"I did not expect this honestly. Like I, I've never. I've been at Square off and on for eight years now and I've never seen improvements in Regulator like this. Like this is very, very, very cool. I'm excited. Thank you so much."

— An agent from Complaince

PUSH FOR IMPACT

Unfortunately, Information Request is a product that often gets overlooked in the team. Due to resources constraints, this project was deferred twice. To highlight its importance, I partnered with our data scientist to uncover insights on its impact and advocate for prioritizing the project.

Unfortunately, Information Request is a product that’s often overlooked within the team. Due to limited resources, the project was deferred for two quarters. To highlight its importance, I partnered with our data scientist to uncover insights into its impact and advocate for prioritization.

During the workshop, we shared solid data regarding information request's performance, especially and churn rate caused of Information Requests. We also invited agents to demo their work progress.

We held an workshop with team leads, where we shared compelling data on the performance of Information Request—particularly its correlation with seller churn. Agents were invited to demo their workflows and share their on-the-ground perspectives. Finally, we asked team leads to review the end-to-end journey and provide their feedback.

As a result of our collective efforts to highlight its impact, the project was prioritized in H1 2025.

As a result of our collective efforts to highlight its impact, the project was prioritized in H1 2025