Visa Product Designer Case Interview — Payments UX, Risk, and Global Scale

This case interview simulates designing a Visa-scale payment experience that balances conversion, trust, and compliance across a global network. Based on real candidate reports, the session emphasizes structured problem framing, multi‑persona journey design (cardholder, merchant, issuer, acquirer), and clear decision‑making under regulatory and technical constraints typical at Visa. What the case covers at Visa: - Scenario prompt (you choose one path): 1) Reduce false declines for international e‑commerce by improving the pre‑authorization UX and risk signaling to issuers. 2) Design a self‑service dispute/chargeback flow that shortens time‑to‑resolution and reduces contact center load. 3) Increase adoption of Click to Pay / tokenized checkout while preserving trust signals and meeting SCA/3DS2 requirements. - Problem framing: Clarify business goals (e.g., authorization lift, conversion, fraud rate), constraints (PCI, privacy, issuer/acquirer variability, latency at global scale), and success metrics (auth rate, approval uplift by market, CX metrics like task success and time‑to‑refund, CSAT/NPS). - User journeys and information architecture: Map end‑to‑end flows across parties; highlight edge cases (cross‑border, network outages, duplicate charges, partial shipments, recurring payments, card‑on‑file updates). Call out trust moments (fees, FX, data use) and accessibility/localization needs (WCAG AA, RTL languages, currency/locale formats). - Interaction design: Sketch key surfaces (e.g., checkout module, dispute wizard, merchant dashboard). Show states for happy path, risk review, step‑up auth (3DS challenge), and recovery. Demonstrate content strategy for transparency (issuer messages, dispute evidence, timelines). - Data, experimentation, and risk: Propose instrumentation, cohorting by market/merchant category, and safe experimentation in regulated contexts. Explain trade‑offs between friction and fraud, issuer messaging vs. generic errors, and how to partner with Risk/Data Science. - Collaboration & delivery: Outline how you’d work with Visa engineers, network/partner teams, and compliance to ship globally (design tokens/design system, phased rollout, A/B guardrails, playbooks for issuers/merchants). Format & expectations (Visa‑style): - 60‑minute, collaborative whiteboard working session (often with a senior product designer and a PM/engineer). You’ll narrate thinking, sketch low‑fi wireframes, and tie design choices to measurable outcomes. Interviewers look for domain grasp (payments, risk, network effects), clarity, systems thinking, and attention to trust and inclusivity.