Company:
LegitScript

Product:
Merchant Monitoring

Summary:
I contributed to the development of three new features for LegitScript’s Merchant Monitoring product, including a “Test Transactions” tab purpose-built for Visa Analysts to more efficiently evaluate and monitor merchant activity.

Team:
2 Product Owners, 3 Software Developers, 1 Engineering Lead, 2 UX Designers

Gallery Prototype

Tools:
Figma, Principle

My Role:
User Research, User Experience, Wireframes,
High-Fidelity Design, Prototyping

Length:
12 Weeks

My Postion:
Senior UX Designer

What is Merchant Monitoring?

LegitScript Merchant Onboarding streamlines the vetting of prospective merchants before they enter your ecosystem, while Merchant Monitoring empowers teams to confidently evaluate and act on existing merchants using detailed website risk insights.

Merchant Monitoring is only a desktop web application.

What is Test Transactions?

Test Transactions is a core feature within Merchant Monitoring and a critical part of LegitScript’s deliverables for customers like Visa.

These transactions are controlled purchases conducted by analysts on violative websites, generating key intelligence about merchants, confirming potential transaction laundering, and revealing how payments move through the ecosystem.

Who is the client of LegitScript for this effort?

Core Stakeholders

  • Product Marketing Manager

  • Engineering Lead

  • 2 Visa Analysts

Measures of Success

Because the Test Transactions experience was not immediately released, success was measured in two phases: pre-launch validation with Visa Analysts and post-launch behavioral and product metrics.

Immediate (Pre-Launch Validation)

  • UX satisfaction score
    Post-test satisfaction ratings collected via Google Forms, with a target of improved perceived clarity, usefulness, and confidence

  • Qualitative confidence & trust signals
    Feedback indicating analysts feel more confident making enforcement decisions using the new experience


Down the Road (Post-Launch Product Metrics)

  • Time on page (engaged time)
    Indicates whether analysts can quickly find and interpret the information they need without friction

  • Pages per session (navigation efficiency)
    Helps evaluate whether information architecture supports a logical, efficient investigation flow

Problem Statement

The original LCP Test Transactions features were built years ago without input from Visa Analysts. They contain known bugs and lack requested functionality. Instead of patching the old system, our approach is to integrate new Test Transactions features into MyLS while redesigning the experience to better meet analyst needs.

List View and Search

  • Search is overly expanded and needs to be streamlined

  • Filtering is unintuitive and needs improvement

  • Overall UX feels clunky and heavy

  • Table shows only 7 columns but could support more

  • Cases feel visually secondary

Requesting Transactions

  • Request testing is buried and hard to find

  • Domain submission is limited to one per line

  • Domain input method feels inefficient and restrictive

Transaction Details

  • There’s a lot happening on the page, making it hard to know where to focus

  • Screenshots appear lower on the page and feel visually secondary

  • Documents are pushed to the bottom and can get buried beneath history

User Interviews

Suggested Improvements

Reframe the Challege

How might we redesign the LCP Test Transactions experience to improve usability and streamline the
workflow for Visa Analysts?

Use Cases

I collaborated with a product owner, user researcher, and Visa Analysts in a workshop to explore key use cases. Our goal was to uncover their objectives, essential features, and primary tasks, giving us a clear understanding of how to integrate these workflows into the new Test Transactions expirience.

We used these use cases as the foundation to guide the design. Check them out below:

Features Outlined from
Use Cases

  • View and download screenshots directly from the transaction detail view.

  • Download individual or all documents associated with a transaction from the detail view.

  • Add comments to a transaction while reviewing its details, enabling collaboration and notifications.

Use Case 4

Test Transactions User Flow

After reviewing the use cases with my team, I created a streamlined user flow to guide the low-fidelity design process. This flow clarified how Visa Analysts would navigate Test Transactions within MyLS and reach key goals, such as the transaction detail view.

The user flow also served as a communication tool, helping me align core stakeholders and the development team on the overall navigation approach during design and planning discussions.

User Research

I conducted five user interviews with Visa Analysts to understand how they use the product, their goals and motivations, and key pain points. Each session was held over Zoom and lasted no more than 30 minutes, providing focused, actionable insights to inform the redesign.

How it works

Frustrations and Pain Points

Search Functionality: The search takes up too much space and needs to be streamlined for efficiency.

Viewing Screenshots: Screenshots are a critical part of the workflow but are not prominent in the current UI.

Accessing Documents: Analysts need to quickly see and download documents, but the current interface makes this cumbersome.

Commenting: Commenting is central for collaboration and notifications, but the current system works only minimally and could be improved.

List View UI: Move the list view higher and align it with modern list view patterns.

Search Functionality: Condense the search bar so it takes up less screen space.

Screenshots: Make screenshots more prominent and easier to access, with a larger display.

Comments: Ensure commenting is easily accessible for smoother collaboration.

Overall UI: Modernize the interface to improve usability and visual clarity.

Neuron Design System Example

New Features in Low Fidelity

Using the LegitScript Neuron Design System and the components I created, I efficiently translated use cases and user flows into wireframes, collaborating closely with the product owner and development team throughout the process.

Feature 1
The ability to view screenshots and be able to download them within the detail view of a transaction.

Feature 2
The ability to download one and all documents within the detail view of a transaction.

Feature 3
The ability to add a comment to a test transaction while viewing the details.

Usability Testing

I conducted four usability tests with two Visa Analysts to evaluate the newly designed Test Transactions features. Each 30-minute session, held over Zoom using Figma, explored the user journey, identified pain points, and collected both qualitative feedback and quantitative satisfaction scores (1–10) recorded in Google Forms.

Based on the feedback, we implemented 5+ design improvements focused on information hierarchy and workflow clarity. The updated features received a 91% satisfaction rating, with the overall product experience scoring 92%, indicating strong analyst approval and usability.

Results

4

Tests

5

Iterations

91%

Satisfaction

Throughout this project, I contributed to maintaining and expanding LegitScript’s design system. While leveraging the existing library of over 100 components—including colors, typography, buttons, cards, and forms—I also introduced new components for the Test Transactions experience, enhancing consistency and usability across the platform.

Development , Handoff, and Documentation

During design, we actively involved developers in project discussions to ensure alignment on both design and feasibility, and to address technical challenges early. Detailed annotations and design artifacts facilitated a smooth handoff, while end-of-phase discussions clarified expectations and resolved potential issues, ensuring alignment across teams.

Final Prototype

After finalizing the design, I created a high-fidelity prototype that clearly communicated the end goal to both developers and Visa stakeholders, highlighting the key features we implemented and how they supported analyst workflows.

Redesigning Test Transactions

Below is the current Test Transactions experience used by Visa Analysts, which will be reimagined and integrated into Merchant Monitoring with an improved user experience.

Business Impact & Goals

Improve Visa Analyst efficiency: Streamline the workflow for Visa Analysts, enabling them to process more transactions with less effort.

Increase transaction vetting capacity: By speeding up the review process, analysts can identify more violations, reducing risk and improving compliance outcomes.

Revisiting Measures of Success

Because the Test Transactions experience was released in phases, we evaluated success through immediate pre-launch feedback and outlined future post-launch metrics.

Imediate:

  • Feature satisfaction – The new Test Transactions features received a 91% satisfaction rating from Visa Analysts, exceeding expectations.

  • Overall experience – The broader product experience scored 92% satisfaction, indicating analysts found the updates both useful and intuitive.

Future (Post-Launch Metrics):

Exit page engagement – We plan to track how long analysts spend on pages to ensure they can quickly find and interpret key information.

  • Exit page engagement – We plan to track how long analysts spend on pages to ensure they can quickly find and interpret key information.

  • Pages per session – This will help assess the order and quality of content, confirming that the information architecture supports efficient workflows.

  • The biggest challenge was creating a flow that addressed Visa Analysts’ core needs, which required iteration and refinement. In the end, the solution successfully met their goals, and feedback during an in-person review was overwhelmingly positive.

  • Working with the new design system made creating scenarios easier and gave me the opportunity to contribute to its growth—something I’m excited to continue in future projects.

Takeaways: