SeniorSecure
SeniorSecure
2022 Case Study, WFN 2nd Place Pitch
2 - 5 Minute Read
Introduction
TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Role
Ideation, UI Design, Journey Map, User Persona
Timeline
The following case was developed over the span of 48 hours.
Team
Michael Malatesta
Aryamik Kakar
Video Pitch
In a Rush? Watch Our Winning Submission:
Interpreting the Brief
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
Introduction
TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Role
Ideation, UI Design, Journey Map, User Persona
Timeline
The following case was developed over the span of 48 hours.
Team
Michael Malatesta
Aryamik Kakar
Video Pitch
In a Rush? Watch Our Winning Submission:
Interpreting the Brief
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
Introduction
TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Role
Ideation, UI Design, Journey Map, User Persona
Timeline
The following case was developed over the span of 48 hours.
Team
Michael Malatesta
Aryamik Kakar
Interpreting the Brief
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
Introduction
TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Role
Ideation, UI Design, Journey Map, User Persona
Timeline
The following case was developed over the span of 48 hours.
Team
Michael Malatesta
Aryamik Kakar
Video Pitch
In a Rush? Watch Our Winning Submission:
Interpreting the Brief
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
Autonomy Gained from Mobile Banking Exposes Users to Scams & Fraud
With Great Power Comes Great Vulnerability
In April 2020 alone, CIBC had a 250% increase in clients aged 65-plus signing up for mobile online banking.
- Ross Marowits for BNN Bloomberg, 2020
Result:
A Mobile App For Fraud Education
Temporary E-transfer Cap Requires In-App Certification to Unlock High-Volume Transfers
TD SeniorSecure is a Mobile Application that provides up-to-date training on current finance-related scams.
Fool Me Once, Shame On Me;
Fool The Elderly? Shame On You.
Romance scams are riskiest to people in the 55-64 age group. - WFN Design Prompt
Romance scams have a 54% susceptibility risk to their targets. - BBB 2019 Scam Tracker Risk Report
Result:
Incentivize Learning Among Vulnerable Groups
Earning "TD points" and Rewards Makes SeniorSecure Certifications a Delight
Users manage lessons, certifications, points and rewards via a personal dashboard, that displays visual progress towards developing increased confidence and autonomy in digital finance.
Victims Aren’t Alone,
Lets Not Make Them Feel Like They Are.
Victims Aren’t Alone, Lets Not Make Them Feel Like They Are.
Romance scams were the second most reported crime to the FBI in 2019.
- WFN Design Prompt
682 victims lost over $19 million to scammers pretending to be in love [by] using fake profiles on social media and popular dating apps [to] gain the trust of their victims.
- 2019, the Canadian Anti-Fraud Center
Result:
Learning is Presented by Relatable Victims
Real Stories Emphasize Real Risks & Helps Prevent Embarrassment Felt by Victims
SeniorSecure encourages proactive learning by allowing users to learn from relatable individuals while providing TD points as an incentive that can be used to redeem rewards with monetary value.
User Persona
Journey Map
Raymond Simmons
Raymond is a senior TD customer who does banking online through his mobile phone. Raymond is still keen on being on the dating scene but lacks an understanding of how to appropriately navigate modern relationships and has consequently fallen victim to digital fraud, particularly a romance scam. Raymond is embarrassed to ask for help navigating both new technology and his relationships, and after falling victim to a Romance Scam, is beginning to lose hope in digital banking and worse - his chance at a relationship. Raymond needs to find a solution that can help him recognize the setups and patterns of the various methods of digital fraud while being able to maintain his privacy and independence as a senior citizen. It is important that Raymond understands he's not alone in his experiences and shouldn't feel embarrassed, as many others have been the victim of similar scams.
User Persona
Journey Map
Raymond Simmons
Raymond is a senior TD customer who does banking online through his mobile phone. Raymond is still keen on being on the dating scene but lacks an understanding of how to appropriately navigate modern relationships and has consequently fallen victim to digital fraud, particularly a romance scam. Raymond is embarrassed to ask for help navigating both new technology and his relationships, and after falling victim to a Romance Scam, is beginning to lose hope in digital banking and worse - his chance at a relationship. Raymond needs to find a solution that can help him recognize the setups and patterns of the various methods of digital fraud while being able to maintain his privacy and independence as a senior citizen. It is important that Raymond understands he's not alone in his experiences and shouldn't feel embarrassed, as many others have been the victim of similar scams.
Artifacts
User Persona
Journey Map
User Persona
Journey Map
Raymond Simmons
Raymond is a senior TD customer who does banking online through his mobile phone. Raymond is still keen on being on the dating scene but lacks an understanding of how to appropriately navigate modern relationships and has consequently fallen victim to digital fraud, particularly a romance scam. Raymond is embarrassed to ask for help navigating both new technology and his relationships, and after falling victim to a Romance Scam, is beginning to lose hope in digital banking and worse - his chance at a relationship. Raymond needs to find a solution that can help him recognize the setups and patterns of the various methods of digital fraud while being able to maintain his privacy and independence as a senior citizen. It is important that Raymond understands he's not alone in his experiences and shouldn't feel embarrassed, as many others have been the victim of similar scams.
Future Iterations
Future
Iterations
Given the limited 48 hours to complete the project, it was difficult to involve user studies beyond secondary research. Thorough research and understanding of the various methods of fraud could present new opportunities for helpful features that specifically address these scams early in the setup process.
We'd like to uncover what scams are being utilized, how they're being approached (what's the "setup?"), and who is most likely to be a target.
Given the limited 48 hours to complete the project, it was difficult to involve user studies beyond secondary research. Thorough research and understanding of the various methods of fraud could present new opportunities for helpful features that specifically address these scams early in the setup process.
We'd like to uncover what scams are being utilized, how they're being approached (what's the "setup?"), and who is most likely to be a target.
Project Takeaways
Project Takeaways
Our efforts within the 48 hours were largely focused on iterating and discussing the organization, structure, and storytelling of our process. This strategy's success emphasized the strength of developing a unique UX process.
By stripping back the UX process during a highly constrained challenge, we were able to practice prioritizing content & methods that best communicate our ideas; Constantly evaluating scope and Minimum Viable Product.
Being the first sprint my partner & I had completed, our achievement of 2nd place boosted our confidence as Designers and Presenters.
Thanks for Viewing!
Thanks for Viewing!
Thanks for Viewing!
Thanks for Viewing!
Fool Me Once, Shame On Me;
Fool The Elderly? Shame On You.
Romance scams are riskiest to people in the 55-64 age group.
- WFN Design Prompt
Romance scams have a 54% susceptibility risk to their targets.
- BBB 2019 Scam Tracker Risk Report
Result:
Incentivize Learning Among Vulnerable Groups
Earning "TD points" and Rewards Makes SeniorSecure Certifications a Delight
Users manage lessons, certifications, points and rewards via a personal dashboard, that displays visual progress towards developing increased confidence and autonomy in digital finance.
Victims Aren’t Alone,
Lets Not Make Them Feel Like They Are.
Romance scams were the second most reported crime to the FBI in 2019.
- WFN Design Prompt
682 victims lost over $19 million to scammers pretending to be in love [by] using fake profiles on social media and popular dating apps [to] gain the trust of their victims.
- 2019, the Canadian
Anti-Fraud Center
Result:
Learning is Presented by Relatable Victims
Real Stories Emphasize Real Risks & Helps Prevent Embarrassment Felt by Victims
SeniorSecure encourages proactive learning by allowing users to learn from relatable individuals while providing TD points as an incentive that can be used to redeem rewards with monetary value.
Autonomy Gained from Mobile Banking Exposes Users to Scams & Fraud
With Great Power Comes Great Vulnerability
In April 2020 alone, CIBC had a 250% increase in clients aged 65-plus signing up for mobile online banking.
- Ross Marowits for BNN Bloomberg, 2020
Result:
A Mobile App For Fraud Education
Temporary E-transfer Cap Requires In-App Certification to Unlock High-Volume Transfers
TD SeniorSecure is a Mobile Application that provides up-to-date training on current finance-related scams.