Digital Fraud Transformation
Designing a solution that effectively communicates vital alerts while maintaining a seamless user experience through various communication channels.
Date
Mar 2022 - May 2022
Team
Virtual Assistant
Fraud
Role
Product Designer
Problem
Clients presently receive notifications regarding fraudulent transactions through SMS or email. In cases where clients do not respond to these initial forms of communication regarding the fraudulent charge, a chatbot takes proactive action by displaying the fraudulent charge, inquiring whether the client authorized it, and providing an opportunity for the client to respond.
Solution
The implemented solution establishes a dynamic two-way communication process wherein the bank initiates the notification of transactions to clients, while concurrently affording clients the means to engage in dialogue with the bank to confirm their recognition or authorization of said transactions. This comprehensive approach not only ensures the timely dissemination of transaction information but also empowers clients with an active role in transaction validation, thus reinforcing trust and transparency within the banking experience.
User Flow
Lo-fidelity Mockups
Key Features
One Way Communication
One-way communication creates a mode of communicate with the client to alert them of an unusual transaction.
Two-Way Communication
A two-way communication allows the clients to directly communicate with the banking app to approve or decline a suspicous transation.
Platform Specific
Using platform specific pop-up modules will allow users to understand the alert and provide clients a
more familiar experience to help them with their issue.
Furthermore, the use of primary buttons will also prevent users from misselecting a choice without
thinking.
Virtual Assistant and Live Agent
Further communication to launch an investigation, freeze card, etc. by directly communicating a representive through the Live Agent.
Takeaways
Through this project, I learned the significance of user-centered integration and platform consistency and trust:
- Seamlessly integrating advanced features like two-way communication and real-time alerts into the user experience and user interface design while keeping the user at the center of the design process.
- Adapting the UI styling to match the Android platform emphasized the importance of platform consistency in building user trust and creating a familiar environment.