$86 million in scam loss avoidance AT National Australia Bank

Context & outcome

  • The Internet Banking and mobile app fraud and scams messaging solution
    I designed and lead, resulted in $86 million in scams loss avoidance over 7 months, with further projected savings 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.

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
• Designed quick wins for the Product Owner
• 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

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