Streamlining Transaction Feeds: NeoBank's Minimalist Redesign Cuts Support Tickets by 42%

Tech · 6 min read

NeoBank’s transaction feed had grown organically into a dense list: merchant names, categories, tags, promotional banners, and nested actions. Customer support flagged recurring confusion about pending versus posted charges, unclear merchant descriptors, and how to dispute transactions. Usability testing revealed that users scanned for three things—amount, merchant, and action—and ignored the rest.

The product team stripped the primary feed to those three elements, introduced hierarchical grouping for pending/cleared transactions, and added contextual chips for actionable states (Dispute, Split, Receipt) only when relevant. Merchant names were normalized using a regex-driven mapping and a “seen as” disclosure to bridge bank descriptors and common merchant names. Accessibility improvements included larger hit targets and improved contrast for transaction types.

Within six weeks of rollout, support tickets about transaction confusion fell by 42%, dispute initiation time decreased 18%, and the percentage of users who used quick actions from the feed rose from 6% to 21%. The redesign maintained discoverability through a persistent “More actions” affordance for power users, proving that focused simplicity plus clear paths to advanced features reduces cognitive load without sacrificing functionality.