Abrigo
BAM+
Creating the Check Fraud MVP Solution for Banks and Fraud Analysts
Creating the Check Fraud MVP Solution for Banks and Fraud Analysts
CLIENT
Abrigo
PROJECT DURATION
07/23 - 02/24
Overview
To address the increasing prevalence of check fraud, Abrigo’s BAM+ team undertook the mission of developing a Minimum Viable Product (MVP) solution tailored to the needs of banks and fraud analysts. The goal was to empower financial institutions with a user-friendly tool that accelerates fraud detection and decision-making while seamlessly integrating into existing workflows.
To address the increasing prevalence of check fraud, Abrigo’s BAM+ team undertook the mission of developing a Minimum Viable Product (MVP) solution tailored to the needs of banks and fraud analysts.
Project Goals
Provide intuitive interfaces that streamline investigation processes.
Deliver an MVP that addresses the pain points of fraud analysts.
Build a scalable and extensible solution that leverages Abrigo’s existing design system and integrates with BAM+.
Provide intuitive UI that streamline investigation processes.
Deliver an MVP that addresses the pain points of fraud analysts.
Build a scalable and extensible solution that leverages Abrigo’s existing design system and integrates with BAM+.
Provide intuitive interfaces that streamline investigation processes.
Deliver an MVP that addresses the pain points of fraud analysts.
Build a scalable and extensible solution that leverages Abrigo’s existing design system and integrates with BAM+.
Challenges
Overwhelming Data: Fraud analysts deal with large volumes of checks, making it critical to prioritize cases efficiently.
Rising Fraud Complexity: Fraudsters are employing increasingly sophisticated tactics, requiring more advanced tools for detection.
Fragmented Workflows: Analysts often use multiple systems, leading to inefficiencies and slower responses.
Overwhelming Data: Fraud analysts deal with large volumes of checks, making it critical to prioritize cases efficiently.
Rising Fraud Complexity: Fraudsters are employing increasingly sophisticated tactics, requiring more advanced tools for detection.
Fragmented Workflows: Analysts often use multiple systems, leading to inefficiencies and slower responses.
Research
To effectively combat check fraud, we needed to go beyond statistics and understand the real challenges financial institutions face daily
To effectively combat check fraud, we needed to go beyond statistics and understand the real challenges financial institutions face daily
Understanding the Frontlines:
Understanding the Frontlines:
Understanding the Frontlines:
Understanding the Frontlines:
Check fraud is one of the most costly and rapidly evolving threats, with Suspicious Activity Reports (SARs) related to check fraud increasing by 94% in 2022, surpassing 680,000 filings, according to FinCEN.
Solution
SOLUTION
The proposed solution streamlines check deposit processing with automated fraud detection and risk assessment. By leveraging advanced decisioning, it efficiently approves, rejects, or escalates deposits, reducing fraud risks and ensuring a secure, seamless experience.
The proposed solution streamlines check deposit processing with automated fraud detection and risk assessment. By leveraging advanced decisioning, it efficiently approves, rejects, or escalates deposits, reducing fraud risks and ensuring a secure, seamless experience.
Solving for the Manual Review Process
We identified that the key challenge to address with the UI was optimizing the manual review process. Fraud analysts needed a streamlined interface to quickly assess flagged check deposits, prioritize risk indicators, and make swift, informed decisions.
Wireframes
Wire
frames
Initiating the design approach started with rough, basic wireframes to provide a visualization of significant workflows, and to verify layouts with stakeholders.
Initiating the design approach started with rough, basic wireframes to provide a visualization of significant workflows, and to verify layouts with stakeholders.
Project Wireframes
These wireframes outlined essential features like the Fraud Scoring System, Check Drawer interface, and streamlined decision paths. Mid-fidelity iterations incorporated user feedback, focusing on usability and prioritization.
INTERVIEWS
INTER
VIEWS
Through direct interviews with banks, we gained crucial insights into their workflows, pain points, and decision-making processes, ensuring our solution was not just innovative but also practical and aligned with their needs.
Through direct interviews with banks, we gained crucial insights into their workflows, pain points, and decision-making processes, ensuring our solution was not just innovative but also practical and aligned with their needs.
Through direct interviews with banks, we gained crucial insights into their workflows, pain points, and decision-making processes, ensuring our solution was not just innovative but also practical and aligned with their needs.
Bank Interviews
Bank
Interviews
Bank Interviews
We conducted 15 bank interviews to uncover key insights on check fraud detection, ensuring a practical and impactful solution.
Expert-Led Insights
Expert-Led
Insights
We held weekly sessions with fraud analysts, gaining expert insights and recommendations to enhance check fraud detection.
ITERATIVE APPROACH
Our primary ideas were constructed on varied information inputs and theories about how fraud investigators would utilise these tools to combat fraud. This aspect was crucial to validate and confirm quickly since the evaluations continuously stimulated design improvements.
Our primary ideas were constructed on varied information inputs and theories about how fraud investigators would utilise these tools to combat fraud. This aspect was crucial to validate and confirm quickly since the evaluations continuously stimulated design improvements.
Our primary ideas were constructed on varied information inputs and theories about how fraud investigators would utilise these tools to combat fraud. This aspect was crucial to validate and confirm quickly since the evaluations continuously stimulated design improvements.
Feedback Drives Improvement
Feedback Drives Improvement
Feedback Drives Improvement
Feedback Drives Improvement
•Check-Score held little value
•Higher emphasis for check in question
•Industry standards need consideration
•The design was overly complicated
road to final
Following many stages of comments and grasping the user's preferences, we succeeded in incorporating that feedback into what we believed was the optimal experience. Nonetheless, our task was far from complete.
Following many stages of comments and grasping the user's preferences, we succeeded in incorporating that feedback into what we believed was the optimal experience. Nonetheless, our task was far from complete.
Revision v1
Removed Tabs
Brought all information into one panel.
Emphasize Score
Easier to tie the Check Score to check in question.
Revision v2
Check History
Added a "check history" panel of cleared checks
Streamline Design
Condensed customer info and comments into singluar panel.
Iterating to Excellence
Through continuous input from our panel and banking partners, we honed the design to optimize workflows, enhance usability, and streamline decision-making—ensuring an efficient and effective final product for fraud analysts.
Through continuous input from our panel and banking partners, we honed the design to optimize workflows, enhance usability, and streamline decision-making—ensuring an efficient and effective final product for fraud analysts.
Introducing the Check Drawer
Introducing
the Check Drawer
The Check Drawer is a dedicated interface element designed to consolidate all relevant information about a check in one place. It includes the Check Score, which acts as a fraud risk indicator, detailed check information such as the amount, payee, and drawer, as well as supporting evidence like check images and transaction history.
The Check Drawer is a dedicated interface element designed to consolidate all relevant information about a check in one place.
It includes the Check Score, which acts as a fraud risk indicator, detailed check information such as the amount, payee, and drawer, as well as supporting evidence like check images and transaction history.
This comprehensive approach ensures analysts can access all necessary data for decision-making efficiently.
Summary
SUMMARY
From Uncertainty to Urgency: Delivering a Game-Changing MVP
From Uncertainty
to Urgency: Delivering a
Game-Changing MVP
We successfully delivered a working MVP that transformed the way banks approach check fraud decisioning. Initially, banks struggled to see the need for the solution, but through iterative design, user testing, and direct feedback, we refined the experience to address their critical pain points. As a result, skepticism turned into demand—banks quickly shifted from “We don’t understand this” to “We need this now.”
We successfully delivered a working MVP that transformed the way banks approach check fraud decisioning. Initially, banks struggled to see the need for the solution, but through iterative design, user testing, and direct feedback, we refined the experience to address their critical pain points. As a result, skepticism turned into demand—banks quickly shifted from “We don’t understand this” to “We need this now.”