Transcript Transforming ODR Through User Experience Company confidential. © Copyright 2015 Modria.com, Inc.

Transforming ODR Through
User Experience
Company confidential. © Copyright 2015 Modria.com, Inc.
What is ODR?
Online Dispute Resolution (ODR)
is the use of information and communications
technology to
help people resolve their disputes.
Think of a dispute you had,
either online or offline.
How did you resolve it?
Were you satisfied with the process?
1% to 3%
of all transactions,
online and offline,
result in a dispute
Worldwide eCommerce Disputes Per Year
(in Millions)
942.8
821.2
708.4
602.0
500.4
423.2
2012
2013
2014
2015
2016
2017
There will be nearly 1B eCommerce disputes per year by 2017.
Other dispute types include debt collection, insurance, family, landlord tenant, government, and civil issues
eBay Resolutions
• 60m disputes
per year
• 50% resolved
amicably
• 90% resolved in software,
with no human intervention
• Extrajudicial process, almost never
appealed in court
Everyone hates customer
support
• Customers
• Customer Service
Representatives
• CFOs / CEOs
The majority of problems go unreported, and customers become “silent sufferers”
Customers want instant resolutions
• Ideal: report a problem, get immediate solution
• If necessary, collaborate with the merchant
to resolve issues ASAP
• Customers would rather lose fast than win slow
• Algorithmic resolutions are increasingly preferred
• Immediate outcomes, trusted results
Modria Resolution Center
Modular online dispute resolution platform
• Consumer interface for parties
• Enterprise interface for escalated case management
• Policy Center to dynamically tune for ROI and loyalty
• API-enabled, ISO security certified
Diagnosis
Negotiation
Mediation
Arbitration
Denise and the Guitar
Customer + Item + Policies
Instantly Provide a Fast and Fair Resolution
Denise is happy – and she’ll come back
Fast and fair resolutions drive
an 18% increase in customer
transactions*
* Quantifying the Economic Benefits of Effective Redress: Large E-Commerce Data Sets and the
Cost-Benefit Case for Investing in Dispute Resolution. U. Ark. Little Rock. 2012
Transforming ODR through better UX
• Immediately intuitive tools for consumers
• Efficient actions for merchants/agencies
• Powerful case management for administrators
Idean began working with Modria January 1, 2015
Why did we reach out to Idean?
• We were unhappy with our dated UX
• We didn’t want to keep making custom UIs
• We wanted an out of the box design that worked for most of
our customers
• We needed to move into responsive design
What Idean helped Modria achieve
• Clarity
• Simplicity
• Consistency
• Flexibility
…which in turn will help our customers resolve their disputes
quickly and effectively
Takeaways
• How does your organization resolve customer problems?
• Watch out for doing it the old way out of habit
• Leverage creative UX to give your customers the resolution experiences they’re
looking for: fast, fair, consistent, and intuitive
…and give us a call at Modria if you want some help
Thank You!
Larry Friedberg
[email protected]
Colin Rule
[email protected]
408.295.5003