Santander
Reducing fraud losses and encouraging customers to "stop and think" by building a payment limit feature for Santander's mobile app.
As part of a Fraud Prevention initiative for Santander, payment limits were introduced for mobile and online banking. The aim was to enable customers to lower their payment limit, and potentially prevent fraudulent activity.
Discovery had not been completed.
Only two other banks in the UK had currently implemented this feature.
Minimising friction within the journey, whilst ensuring adequate fraud protection exists.
The discovery team worked through scenarios, mapping the personas and highlighting any pain points, or opportunities for improvements. From here we had clear goals and questions to be answered. One thing that became apparent was that payment limits by themselves would not prevent fraud. So, how could we ensure that payment limits are used as a data point / flag in wider fraud systems and strategy?
Additionally, we highlighted opportunities to 'Break the spell', including ways to make the friction non-invasive for customers by leveraging a score based risk matrix. Smart limits based on the customers spending, and education also became interesting opportunities to explore.
some early iterations
This feature has a degree of complexity that we were keen to only present when relevant.
What about standing orders?
Does this effect card payments?
Will pull payments be declined?
Putting the information front and centre of the main limits screen was the easiest way to provide clarity, as well as a link to further FAQs.
As part of the criteria for 'ready for development' accessibility scripts are written for developers by design. Also, sessions are held with out accessibility consultants to ensure the journey and solutions meet WCAG 2.1 AA.
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