Figuring out how long a user should wait if their defender is unavailable led to some lengthy discussions in the team. Working with an original concept meant we didn't have much research to draw upon, so we used personas and real life circumstances. And this led us to explore times on each side of the spectrum.
Say the time to wait before a transfer is automatically approved is 1 hour. A user could send a request fully aware their defender is unavailable (working, asleep). On the other side, making the waiting period 24 hours seemed too harsh, since money transferred from Wildcard to an external bank account can take one business day itself. We settled on a 12 hour window.
It covered the loopholes a user could exploit in shorter timeframes. It gave the defender time to consider their choice and discuss it with the user, and for a user to reflect on their own choices too. Maybe the flash sale at their favourite store wasn't worth the impulse request.
Making sure we don't tease or antagonise the user if it's an emergency
As I started the wireframes based on the user flow above, a question came to mind - what's our tone of voice in all this?
Sure, a user could want a pair of shoes that are finally on sale, and consider that an "emergency situation". But another user could need the money for an actual emergency, like urgent car repair or medical expenses. For every opportunity to playfully dismiss a flash shoe sale, there was one that could unintentionally laugh in the face of someone in an unfortunate circumstance.
So whether it was informing the user that their defender approved or rejected, or how we communicated via support with a user whose defender had not responded, there was one tone we stuck to: functional, clear copy in the product and thoughtful, practical messaging in support.