Internal Ops & Customer Verification

Role

Lead Designer

The Focus: System architecture, resolution speed, reducing internal operation overhead

Business Problem and Metrics

Fraud alerts were a major friction point, often requiring manual, high-touch phone calls that frustrated users and overwhelmed investigative teams. The system was "noisy," and the path to resolution was opaque.

The Problem: Disconnected resolution flows led to high operational overhead and "false positive" abandonment.

The Metric: A goal to save "thousands of annual operational hours" by shifting resolution from call centers to secure, automated in-app flows.

Discovery and Research

I shadowed the fraud investigative teams to understand the "edge cases" of identity theft. I discovered that "speed to resolution" was less important to users than "certainty of security."

Fraud Resolution Architecture

I established a logic-based framework to determine the "depth" of verification required based on the transaction's risk level.

Emotional Trajectory

Mapping user experience confidence levels through the critical incident response cycle.

Decision-Making Framework: The "Security vs. Access" Protocol

I established a logic-based framework to determine the "depth" of verification required based on the transaction's risk level.

Strategic Design Ownership

I proactively pushed back on a "one-click-resolve" approach proposed by Product. I argued that a "Speed Bump" was necessary for trust in a banking context.

The Pushback: I insisted on a "Verification Receipt" state—a post-resolution screen that detailed exactly what was changed (e.g., "Card Unlocked," "New PIN set").

The Result: This reduced follow-up "re-assurance" calls to support by 22% during the pilot phase.

Systems Thinking: Addressing Two Personas

I didn't just design the user-facing screens; I designed the Internal Investigator Audit Trail used to monitor these resolutions. I ensured that every component used in the consumer app had a corresponding "Reading" state in the investigator's view to maintain "Single Source of Truth.

Sophisticated Interaction: Multi-State Handling

The "Identity Verification" component was the project's most complex interaction. It had to handle:

  • Waiting State: While the system pinged the secure server.

  • Failure State: Handling "expired" codes or "unrecognized" biometrics with clear, non-alarming error recovery.

  • Handoff State: Transitioning the user to a live call if automation failed.

Business Outcomes

  • Operational Impact: Saved thousands of annual operational hours for investigative teams by automating low-risk resolutions.

  • Transaction Success: Contributed to a broader ecosystem lift in successful transaction rates by reducing "false-positive" account freezes.

  • Compliance: Fully WCAG-compliant, ensuring that "security" didn't come at the cost of "accessibility".