SERVICE DESIGN
SCAMCHECKER
PROJECT OVERVIEW
Comprehensive Accessibility Service for Vulnerable customers
Comprehensive Accessibility Service
for Vulnerable customers
ScamChecker is a service design project for Lloyds Banking Group, aimed to support the bank’s
customers to not fall into a scam and save the substantial loss of money that Lloyds lose
every year to refund customers from financial frauds. ScamChecker is a solution that provides
vulnerable consumers with a safe space to report and check for possible scams proactively.
CLIENT
Lloyds Bank is a British retail and commercial bank with branches across England. It has traditionally been considered one of the Big Four clearing banks.
USERS
For Lloyds Bank, all the group customers mainly focused on elderly customers, suspecting to have been targeted for a scam.
PROBLEM
43% of seniors think they have been the target for scams, It’s often the banks’ responsibility to compensate their consumers.
OBJECTIVE
Provides a safe space to report and check for possible fraud proactively, build awareness and strategic partnerships with current charities to prevent fraud.
LLOYDS BANK’S NEEDS
- Accessibility and Vulnerability
- Money Management for Vulnerable People
SERVICE PROPOSITION
- Preventing new frauds
- Promoting new behaviours
- Building trust
PROJECT PROCESS
DISCOVERY
WHAT IS VULNERABILITY?
Up to 50% of the UK’s population is at risk of becoming vulnerable,
which, according to FCA, can be divided into 4 categories:
which, according to FCA, can be divided into 4 categories:
Financial Resilience
0
%
Life Events
0
%
HEALTH
0
%
Financial Capability
0
%
CURRENT ISSUE:AGED POPULATION &Re-define target users
In the UK, they are aged 86 or over.
The number of people over 85 in the UK is predicted to
double in 20 years
and nearly treble in the next 30 years. It was crucial to reframe the definition of vulnerability.
We created
a matrix
to describe a vulnerable user, and we categorized
different possible situations based on the level of awareness
and
the
length of the vulnerability. Vulnerability is complex,
but certain issues affect more the older population.
FINANCIAL PRODUCT LIFE CYCLE & FINANCIAL LIFE CYCLE
To better understand their relationship with banks, we mapped out most traditional financial products
into a financial life cycle to analyze them from an age perspective. During this period, customers tend to
have more financial stability.
Still, they are going through a moment of change, making big decisions
about future life once they stop working. Moments of transition are enormous opportunities for scammers.
FILED RESEARCH & COLLABORATION
VISITING BRANCH
- Shadowing customers
- Interview with customers
- Interview with branch staff
VISITING LLOYDS HEAD OFFICE
- Visit head office
- Research information sharing
VISITING LLOYDS HEAD OFFICE
- Office tour
- Introduction of project
- Build a connection with staff
MEETING WITH DESIGN TEAM
- Sharing thoughts and opinions
- Presentation
- Receive feedback
DEFINE
KEY FINDINGS
The pre-retirement period is the most vulnerable stage
The pre-retirement period has good financial stability
It’s a period full of changes in terms of financial products
PAINPOINTS
ELDERLY
- £10 billion is lost each year in the UK by victims of scams
- Long refunding time
- Less awareness of Digital practice
- Mental shock can trigger sudden illness and prolonged depression.
LLOYDS BANK
- Lloyds Bank’s reputation has been damaged because of frauds
- Lloyds Bank loses a lot of money every year to refund customers
- Scams cause disputes between banks and customers
MISSION STATEMENT
HOW MIGHT WE HELP ELDER CUSTOMERS TO IDENTIFY FRAUD?
PERSONA
Vulnerability is complex, but there are certain issues that might affect an older population rather than young people.
We map out the problems according to our matrix To reflecting the issues that prototypical users might have
We map out the problems according to our matrix To reflecting the issues that prototypical users might have
DEVELOP
WHAT WE OFFER?
What if we created a safe space for consumers to proactively report and
check for possible frauds,
while leveraging current communication channels, such as email, Lloyds app, as well as new ones such as WhatsApp?
while leveraging current communication channels, such as email, Lloyds app, as well as new ones such as WhatsApp?
IDEATION PROCESS
Through testing with target users, we realised that people need:
- Preventing new frauds
- Promoting new behaviours
- Building trust
SYSTEM MAP & INTERFACE DESIGN
Whenever the user sees something or receives something they think is fraudulent, they can copy a message and send it to FraudCheck. So the unclear information will be analysed by comparing it to previous cases of fraud or scams.If scam/fraud is detected or not, it tells people how to act accordingly.
But what happens if the system is not sure? A natural person gets on the case to look into it and instruct the user to take the right action. The fraud agent will also update the fraud database, thus making it even more innovative.
But what happens if the system is not sure? A natural person gets on the case to look into it and instruct the user to take the right action. The fraud agent will also update the fraud database, thus making it even more innovative.
FINAL OUTPUT
Comprehensive Accessibility Service for Vulnerable customers
PREVENTION
The most important part of our service is the chatbot-based scam checker.
You can use any channel you are comfortable using to report scams.
Once reported, verify it further using the Lloyds app.
You can use any channel you are comfortable using to report scams.
Once reported, verify it further using the Lloyds app.
PROCESS
- Receive suspicious message
- Simply copy to Lloyds app
- Use Scamchecker service
- Identify
PLUG-IN SERVICE
Scamchecker service has been plug into Lloyds bank app,
Users don’t need to download another app. Scamchecker can be turn on and off anytime. Simply touch the button to start the service, no worries about privacy!
EDUCATION
BROCHURE
Scams come in all shapes and sizes, from dodgy emails to fake sites.
And they keep changing to try and trick you.
Stay one step ahead by learning about the latest scams.
Provide a brochure to warm customers from recent scams.
GURU STYLE VIDEO
Short, shareable, and informative guru-style videos
about fraud open to all on our youtube library
about fraud open to all on our youtube library
GAME INTERACTION
FraudCheck game is available physically in every Lloyds branch,
and it’s also available online. It’s aimed to test customers awareness.
and it’s also available online. It’s aimed to test customers awareness.
REWARDS
CHARITY COLLABORATION
Scamchecker is not only beneficial to individuals, but it is helpful for Lloyds bank customers community. Reporting fraud will help Lloyds save money, which means more money can direct to charities help fraud victims.
WHAT WE WANT TO ADDRESS?
CURRENT ISSUES :
Currently Lloyds lacks effective measures to prevent fraud from happening.
The customers are not currently educated on the risks of scams.
Bank plays a key role in preventing fraud and recovering losses.
SOLUTION:
DELIVER
PROTOTYPE & FEEDBACK
“I like the idea of supporting
others to report fraud, especially it is very efficient that I can report anytime.”
“Knowing that I could actually help to catch scammers with my report would really push me. It feels like a sense of justice”.
“I am afraid for my family and friends, scams can happen to smart people too, but i think the process can be more esay.”
“I think that the service plug into Lloyd’s existing app is a good idea. Users don’t want another app.”
“ I think I’m very experienced at recognising scams, but I have fallen into scams more than 3 times. Education is essential for everyone.”