Work / Chargebacks911 / Internal Management Tool

Internal Management Tool

A client management tool connected to large external datasets
2016 - 2019
Overview πŸ“‹

We use an internal web application to manage merchant accounts, clients, and their user permissions. Our internal teams use this application to:

  • View client cases
  • Add documents to case files
  • Manage permissions
  • Capture screenshots and data from a custom browser

As the oldest application of the company, and one that houses a complex portion of the payments process, we thought we could make the user processes easier and refactor the UI's framework by:

Strengthening visual hierarchy and clarifying the navigation, including designing a new icon set that is extensible and legible at small sizes

Reduce and eliminate inconsistencies by establishing conventions for how pages should be laid out, how buttons should be colored and positioned depending on their purpose, and how copy should be written

Finding and implementing a more appropriate interface font that prioritized load speed and legibility at smaller sizes

Cleaning up and organizing the CSS, establishing and enforcing naming rules in order to help maintain consistency, reduce technical debt, and simplify future changes


How can we organize the features of a complex tool while increasing the efficiency of development?

Our focus on redesigning the components


Background πŸ“š

When I first joined Chargebacks911, there was no design system; there was only years of design debt: stacks of duplicate code, and no design file assets πŸ€·β€β™€οΈ.

It’s difficult to create space for systematizing design – especially when you’re juggling multiple projects and quickly iterating on the handful of projects at the company.

While we would typically use qualitative research methods on our client-facing tools, fixing an internal tool might require a different mindset. I took the pain points I would regularly experience from the engineers on my team and began to try and fix them:

"Can I get this icon?"

"Is there a pattern for this experience?"

"The design uses a different shade of blue? Can I just use this one?"

So I started with a quick UI audit and began putting together a functional design system that would help us alleviate the need for asking these sorts of questions.

Atoms of the design system


Parts of the refactored icons


Redesign navigation


Component States


Custom Browser and icons


Browser download page




Assigning Permissions


Designating Roles


Navigation Icons


Error Page UI


Email Notification