$86 Million in Scam Loss Avoidance at National Australia Bank
Role
Project leadership, end-to-end product design
Duration
1.5 months
Organisation type
Large org - Big 4 Bank
Project year
2022
Context & outcome
- The Internet Banking and mobile app fraud and scams messaging solution that I designed and led, resulted in $86 million in scams loss avoidance over 7 months. Further projected savings are to come.
- The messaging, which appears based on scenario modelling, educates and warns customers about proceeding with the payment based on a list of evolving industry-wide warning signs for the highest loss-generating scams and fraud typologies. e.g. Romance scams, online shopping scams, investment scams.
Image created using Midjourney AI.
Design approach
• Lean discovery on scams and fraud including the $ losses incurred by typology, typologies and their meanings, warning signs
• Competitor analysis
• Stakeholder interviews with Fraud and Scams experts
• High fidelity Figma designs
• Content writing - initial draft to guide Content team
• Sold in the approach to inform the wider roadmap beyond
messaging
• Ran Design Chapter-wide workshop about how to address
scams and fraud beyond messaging
• Competitor analysis
• Stakeholder interviews with Fraud and Scams experts
• High fidelity Figma designs
• Content writing - initial draft to guide Content team
• Sold in the approach to inform the wider roadmap beyond
messaging
• Ran Design Chapter-wide workshop about how to address
scams and fraud beyond messaging