Redesigning a scam interstitial to limit the number of scam and misroutes in Chase’s wires
Our team
Design leads
Content lead
Tech & services
Product owner
My role
Design lead
Timeline
January 2023 - April 2023
Project Summary
A product owner came to our team urgently requesting a re-design of the current state scam interstitial in the wires experience because Chase was facing reputational harm. The risk was that the FBI might advise customers away since Chase doesn’t seemingly have a process to deal with scams. We received pressure on this request all the way up to the Chief product officer of payments.
What is Chase’s scam process?
When a customer realizes they are being scammed, they usually call wire claims. The first question wire claims asks is, “did you authorize this wire?” If they say yes but the recipient was wrong person or a scammer, wire claims tells them they cant do anything and just to go online and submit their own recall request. Additionally, there are a lot of complaints around recall updates and not being timely. This is a pretty typical scam process, but you can see why the FBI might say Chase doesn’t seemingly have a process to deal with scams.
Our goal was to limit the number of scam and misroute claims by uplifting the existing scam interstitial visually and create pause in our customers sending wires.
Existing scam awareness hurdle
This interstitial appears after a customer selects send wire, and just before the customer sees the confirmation page that they’ve sent a wire. It acts as a last chance to cancel your wire.
Our hypothesis was that if we could get the customers attention to read through some of the red flags, they may resonate with the particular scenarios, and maybe rethink sending their wire.
— Content lead
Scam claims came down 13% after roll out, which ultimately addressed the reputational harm for the firm and also helped to reduce losses for our customers.
Next steps
This uplift is not end of the scam conversation, scams and misroutes are some of the biggest pain points in wires. We are continuing to explore conversations of what the future of scam and misroute safety looks like. Some of our next steps include:
Engage users with an intelligent intercept.
Implement a smarter solution based on risk rule where we’ll be able to put certain payments on hold.
Would like to apply behavioral science and engage customers with questions about their wire
Our modernization efforts for the add recipient and send money flows will also help reduce further reputational risk for the firm by adding more finality language, using an intelligent intercept and creating a dynamic landing page that speaks on wire safety.