Fraud Alert System
Redesigned fraud notification and resolution flow for a digital banking platform serving 8M customers, addressing customer frustration with false positives.
Zenith Banking's fraud alert system had a significant trust problem. While necessary for security, the alerts often blocked legitimate transactions without providing clear resolution paths, leading to customer frustration and increased call center volume. I partnered with the fraud prevention and customer service teams to understand the complete user journey from alert to resolution.
Through analysis of 200+ support tickets and interviews with 28 customers who'd experienced fraud alerts, I identified a core issue: customers couldn't distinguish between different alert types and didn't understand what actions they needed to take. Many users thought their accounts were compromised when they'd simply made an unusual purchase.
I redesigned the alert notification hierarchy to clearly differentiate between "verify this transaction," "suspicious activity detected," and "card blocked for your protection." Each notification type had distinct visual treatment and clear, jargon-free language explaining what happened and what to do next.
The resolution flow itself became a guided experience. For transaction verification, I designed a card-based interface showing transaction details with prominent "This was me" and "I didn't make this" buttons. For confirmed fraud, I created a step-by-step wizard that walked users through securing their account, ordering a replacement card, and disputing charges—with progress indicators to reduce anxiety.
I also designed a fraud timeline view where customers could see their alert history and understand patterns that might trigger future alerts. Usability testing with 19 participants showed 100% task completion for resolving alerts compared to 43% with the previous design. The reduced ambiguity in the new interface led to a dramatic decrease in support contacts related to fraud alerts.
Zenith Banking's fraud alert system had a significant trust problem. While necessary for security, the alerts often blocked legitimate transactions without providing clear resolution paths, leading to customer frustration and increased call center volume. I partnered with the fraud prevention and customer service teams to understand the complete user journey from alert to resolution.
Through analysis of 200+ support tickets and interviews with 28 customers who'd experienced fraud alerts, I identified a core issue: customers couldn't distinguish between different alert types and didn't understand what actions they needed to take. Many users thought their accounts were compromised when they'd simply made an unusual purchase.
I redesigned the alert notification hierarchy to clearly differentiate between "verify this transaction," "suspicious activity detected," and "card blocked for your protection." Each notification type had distinct visual treatment and clear, jargon-free language explaining what happened and what to do next.
The resolution flow itself became a guided experience. For transaction verification, I designed a card-based interface showing transaction details with prominent "This was me" and "I didn't make this" buttons. For confirmed fraud, I created a step-by-step wizard that walked users through securing their account, ordering a replacement card, and disputing charges—with progress indicators to reduce anxiety.
I also designed a fraud timeline view where customers could see their alert history and understand patterns that might trigger future alerts. Usability testing with 19 participants showed 100% task completion for resolving alerts compared to 43% with the previous design. The reduced ambiguity in the new interface led to a dramatic decrease in support contacts related to fraud alerts.