At a glance

Primary KPI

Time to resolution

Secondary KPIs

Approval lead time, refund latency, success rate

Tech

Laravel, React, TypeScript, Tailwind, Recharts

Context and goals

Problem: Fragmented tools, slow incident response, limited visibility into payment health.

Goals: Unify monitoring and actions, surface anomalies in real time, speed up approvals and refunds, make reporting self serve.

Users and jobs to be done

Ops lead

Monitor payment health and triage incidents.

Finance analyst

Reconcile payouts and track fees.

Support agent

Resolve disputes and process refunds.

Executive

Review KPIs and growth trends.

Scope

In scope

KPIs, anomaly alerts, approvals, refunds, disputes, reconciliation, reports.

Out of scope

Core ledger rewrite, new payment methods, mobile apps.

Research and insights

Inputs: Stakeholder interviews, shadowing, ticket audits, telemetry.

Key insights: Operators rely on timeline context, bulk actions are critical, latency spikes cluster by provider.

Information architecture

Core entities

Payments, charges, refunds, disputes, payouts, providers

Key attributes

Status, amount, currency, method, provider, region, risk score, timestamps

Actions

Approve, refund, dispute, escalate, export

Overview

KPI cards, sparkline trends, recent incidents

Health

Provider status, failure breakdowns, latency percentiles

Operations

Search, filters, bulk actions for approvals, refunds, disputes

Finance

Payout status, fee summaries, reconciliation tools

Reports

Scheduled and ad hoc with CSV and XLSX export

System design

Data model: Payments, charges, refunds, disputes, payouts, providers.

Pipelines and APIs: Ingest events, normalize, aggregate, store, index, expose read models for dashboards and write models with audit logs.

Design system

Tokens

Color, spacing, radius, elevation

Components

Card, Table, Toolbar, Filter, Chart, Badge, Toast, Dialog

Patterns

Bulk actions, progressive disclosure, optimistic updates

Key flows

Incident triage: Alert to root cause to mitigation with provider filters and timeline.

Refund workflow: Search, validate risk signals, process, notify, log.

Visualization

KPIs

Net revenue, success rate, chargebacks, pending refunds

Charts

Area for revenue, bar for failures by reason, line for latency

Time grouping

30 min for today or yesterday, daily for weeks, monthly for months

Performance, accessibility, security

Performance: Column virtualization, query caching, incremental hydration.

Accessibility and security: React Aria primitives, focus management, RBAC by role, scoped API tokens, audit trails, PII redaction.

Implementation highlights

Stack

Laravel v12, Inertia React, Vite, TypeScript

Charts

Recharts with custom tooltip and legend

Tables

Server search, facets, pagination, CSV and XLSX export

Theming

Token driven light and dark

Results

Time to resolution

38 percent faster

Refund latency

42 percent faster

Chargeback rate

12 percent lower

Support handle time

27 percent lower

Outcome:
Clear visibilityfaster actionsfewerfewer escalations

Timeline and team

Phases: Discovery, design, implementation, hardening, launch.

Team: Product designer, frontend engineer, backend engineer, data engineer, QA, PM.

Testimonials

Ops lead: The new dashboard cut our morning triage time in half.

Finance analyst: Reconciliation is now a one click task.