Failed Orders

Two weeks

Duration

Figma

Tools

UX Researcher, UI Designer

Role

FAILED Orders Reporting Project

Details

Product Background

Orange Capital provides a customizable checkout and plugin ecosystem designed to help individual merchants create seamless and optimized payment experiences. By hosting checkout pages, the team enables merchants to process payments effortlessly while offering a configurable solution that allows them to match their brand identity, select preferred payment methods and enhance user experience.







Orange Capital

The Problem

Orange Capital’s current reporting system only tracks successful transactions, leaving merchants and finance teams with no clear visibility into failed payments. Without a dedicated Failed Orders Reporting Page, merchants struggle to identify why payments fail, leading to lost revenue, frustrated customers, and inefficiencies in troubleshooting payment issues.

For high-volume businesses, manually analyzing failed transactions is time-consuming, making it difficult to spot trends and take corrective action. Finance teams also lack detailed, exportable data, complicating reconciliation and compliance efforts.

A modern, well-structured reporting page with clear failure reasons, transaction details, and actionable insights would help merchants recover lost sales, improve customer experience, and optimize payment success rates.

User Interviews

Main Insights
  • Merchants Need Clear, Actionable Insights: A dashboard with visual charts (e.g., failure reasons breakdown, trends over time) helps merchants quickly spot patterns. Filterable list views with key details (customer name, failure reason, amount) also enable fast issue resolution.
  • Finance Teams Require Exportable, Detailed Data: CSV exports & API access allow finance teams to reconcile failed transactions with accounting systems. Advanced search & filtering also help investigate anomalies efficiently.
  • Optimizing Payments Improves Conversion & Revenue: Identifying top failure reasons (e.g., insufficient funds, bank declines) helps merchants take proactive action. Success rate tracking over time also enables merchants to adjust strategies and improve payment completion rates.

Empathize

Competitive Analysis

Main Insights
  • Most competitors provide only basic decline reason codes without trend analysis, requiring manual data exports for deeper insights.
  • Many platforms offer CSV exports but lack API access, making automation difficult for finance teams.
  • Competitors provide static reports with no proactive recommendations, forcing merchants to manually interpret failure trends and solutions.

The User Persona

The Problem Statement

As a merchant, I need/want to view a dashboard and detailed reports of declined transactions, so that I can understand why payments failed and take appropriate actions to resolve them.

Define

User Journey Map

Merchant Persona
Finance/Account Team Persona

Low-Fi Wireframes

Ideate

Feature Ideation List

The Solution

Mid-Fi Prototype

Hi-Fi Prototype (MVP)

Usability Testing

  • Failed Transactions List View – 85% of testers found the list view intuitive and could locate a failed transaction within seconds.
  • Search & Filtering – 90% of users successfully filtered transactions by failure reason, but 30% wanted more granular filters (e.g., customer location).
  • Failed Transaction Detail Page – 80% of merchants appreciated the clarity of failure reasons but requested simplified explanations for non-technical users.
  • CSV Export – 70% of finance users found it useful, but 40% preferred additional file formats (Excel, API access).