Addressing AI-Powered Fraud for American Express Users
24 HR Hackathon - Winner

KEY DETAILS

PROJECT OVERVIEW

UX/UI Designer, UX Researcher

Timeline:

Role:

24 Hours

Figma, Google Docs, Canva

Tools:

iOS

Platform:

VIEW PROTOTYPE

AT A GLANCE

CHALLENGE:

Leveraging digital tools to prevent fraud committed by bad actors using AI.
Maintaining a seamless user experience for banking customers while implementing fraud prevention measures.

SOLUTION:

We addressed AI-driven fraud by developing an innovative solution that targets the deceptive tactics used by fraudsters.
Our team designed an engaging quiz to educate users on detecting fraud, aligning with the American Express brand and equipping them to counter sophisticated fraud attempts.

In the hackathon, our approach to solving the challenge focused on addressing the growing threat of AI-driven fraud, which makes fraudulent activities more sophisticated and challenging to identify. We developed a quiz that educates individuals on fraud detection techniques while seamlessly integrating with American Express' brand identity. This interactive solution not only enhances awareness but also empowers users to better recognize and combat sophisticated fraud attempts.

“ In today's digital world, banks face sophisticated fraud attempts powered by AI, making fraudulent activities more convincing and harder to detect.”

The Team

2

UX Designers

1

Software Engineers

2

Data Scientists

2

Cyber Security Analyst

Design Challenge - How Might We Question?

How might we leverage digital tools to prevent fraud that occurs by bad actors leveraging AI to commit fraud, while maintaining a seamless user experience for our banking customers?

Secondary Research

$3.3 BILLION

Consumers were defrauded of more than $3.3 billion in 2020

33%

About 33% of Americans have been affected by identity theft

1 in 20

1 in 20 digital transactions in Canada is suspected fraudulent

User Surveys

Due to time constraints, I chose Google Forms for our user surveys. I determined to dive deep into the minds of our users, uncovering their challenges and preferences when it came to security. This method allowed me to gather essential insights efficiently, ensuring I could truly understand their needs and concerns in a limited timeframe.

Through our user surveys, we discovered that users have varying levels of financial knowledge; some are quite knowledgeable, while others are less so. They generally find their bank's fraud prevention measures robust but believe there is room for improvement, particularly in terms of accessibility and clarity.

Findings

- Users have varying familiarity with financial fraud, with some being highly knowledgeable and others less so.

-  Preferences for learning include interactive modules, detailed articles, workshops, and clear guidelines.

PROTO - PERSONA

Aligning the Design Team

From the user interviews and stories, we developed a persona that encapsulates the users' pain points, motivations, and behaviors.

Meet Sophia Bennet, a 35-year-old civil engineer who frequently uses online banking. She finds herself stressed by persistent phishing emails, calls, and texts. Without formal training in financial fraud, Sophia often feels uncertain about identifying and handling potential threats. She desires a seamless digital banking experience with integrated fraud prevention tools that do not disrupt her daily routine.

Sophia Bennett

CIVIL ENGINEER

35

SINGLE INCOME

BEHAVIOURS:

Support and guidance from trusted sources to help her stay informed

MOTIVATIONS / GOALS:

Wants a simple way to learn about preventive fraud

PAIN POINTS:

Feels annoyed getting phishing emails, calls, and text

“I haven’t had any formal education or training on financial fraud, so I often feel unsure about how to recognize or handle potential threats”

PROTOTYPE

Digital Solution

HI - FI PROTOTYPE

Finalizing the Prototype

During the hackathon, we tackled the challenge of AI-driven fraud by creating an innovative solution that directly targets the increasingly deceptive tactics used by fraudsters. Our team designed an engaging quiz that educates users on detecting fraudulent activities, all while staying true to the American Express brand. This interactive tool not only raises awareness but also equips individuals with the knowledge needed to identify and counter these sophisticated fraud attempts.