Overview

In banking, a feature banks commonly offer is to watch for fraudulent charges. A user will be notified if the bank detects (or suspects a fraudulent charge on credit cards or debit cards).

Problem

A user received 2 notifications from a bank, but wasn’t sure if the notifications were from a legitimate source, or were themselves fraudulent (or spam) notifications.

The user had been receiving and influx of spam text messages, and the email “appeared to be off.” Neither the mobile app or desktop app contained any notifications about fraud. The only way to contact the bank was to make a phone call. This user is a millenial and strongly prefers chat experiences for customer support.

After making a phone call to the bank, the user was able to determine that the notifications were legitimate and was able to inform the bank that the charges were in fact fraud.

After confirming the charges were fraud with the bank, no further notifications were received by the user, leaving her uncertain about what actions the bank was taking (examples might be canceling the account or card, and if so, whether a new account or card were going to be processed). 

The Challenge

Improve the customer experience to make it easier for the user to identify that the bank notifications were legitimate. 

Improve accessibility to customer service. 

Communicate with the user the actions that the bank would take after the fraudulent charges were confirmed.

The Solution

Designing App Notification Flow

Improving E-mailing

What Was the Challenge, and How Did I Address It?

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