Experian Fraud Detection Software
Role
Lead Designer
Lead Designer
Team
1 Designer, 3 engineering teams, 2 PMs
1 Designer, 3 engineering teams, 2 PMs
Timeline
2 years
2 years
Introducing Experian's Fraud Detection Software
Have you ever wondered who determines if the activity on your credit card is fraud? There is an entire behind-the-scenes ecosystem ready to detect and catch fraud.
Investigators use Experian's software to determine quickly whether or not there is fraud occurring.
Investigators use Experian's software to determine quickly whether or not there is fraud occurring.
What are we solving?
Despite strong initial usage, Experian’s fraud detection software has struggled to scale in a product-led model. After some analysis, we've identified two major issues:
Steep learning curve – Users find it difficult to find what they're looking for to make a decision quickly.
Poor usability for existing users – Tracking and maintaining fraud connections is cumbersome, leading to frustration and inefficiencies.
Steep learning curve – Users find it difficult to find what they're looking for to make a decision quickly.
Poor usability for existing users – Tracking and maintaining fraud connections is cumbersome, leading to frustration and inefficiencies.
First Step - Journey Mapping with Stakeholders
Partnering with the product manager, I led user story mapping sessions with sales teams, customer success managers, and fraud analysts.
This cross-functional collaboration allowed us to create a detailed user journey map, uncover key pain points, and align on user expectations for Experian’s fraud detection software.
Second Step - Competitor Analysis
During the workshop, since Experian’s fraud detection software integrates with other platforms, I also explored how similar tools designed their integrations to identify opportunities for improvement.
Third Step - Wireframe
We created several wireframes to ensure we were including all elements of the design that were necessary.
Fourth Step - User Testing
We ran moderated user testing sessions, since Experian’s fraud detection software integrates with other platforms, I also explored how similar tools designed their integrations to identify opportunities for improvement.
Design Updates
Update #1 - Sidebar and drawer navigation
We revamped the sidebar and drawer navigation in Experian’s fraud detection software to streamline the user experience. Previously, users struggled with a cluttered interface that made it difficult to find key actions and navigate between sections efficiently.
To address this, we:
To address this, we:
- Redesigned the sidebar with clearer categorization and intuitive grouping of features.
- Optimized the drawer navigation to provide contextual access to critical tools without overwhelming the main interface.
- Improved visibility and hierarchy, ensuring that frequently used functions were easily accessible.
Update #2 - Increased visibility for Identification
We redesigned the identification features in Experian’s fraud detection software to improve usability and efficiency. Previously, users faced challenges with cluttered layouts and unclear information hierarchy, making it difficult to verify identities quickly and accurately.
To address this, we:
These updates streamlined the identification process, enabling fraud analysts to assess risks more efficiently while reducing errors and decision fatigue.
To address this, we:
- Refined the UI to present key identity data more clearly, reducing cognitive load.
- Enhanced categorization of verification results, making it easier to distinguish between flagged, pending, and approved cases.
- Improved visual hierarchy to ensure critical fraud indicators stand out, allowing analysts to take action faster.
These updates streamlined the identification process, enabling fraud analysts to assess risks more efficiently while reducing errors and decision fatigue.
Update #3 - Data Visualization Improvements
We enhanced the data visualization in Experian’s fraud detection software to improve clarity and decision-making. Previously, users struggled with dense tables and unclear visual cues, making it difficult to interpret fraud signals effectively.
To address this, we:
To address this, we:
- Refined data presentation with clearer charts, graphs, and visual indicators to highlight key fraud patterns.
- Enhanced risk categorization using color-coded alerts and status groupings for faster issue identification.
- Improved visual hierarchy, ensuring critical fraud indicators stand out without overwhelming the user.
Impact
Decreased time to complete fraud detection
The streamlined efficient design decreased the time it took fraud investigators to action cases by over 3 minutes. This time-saving measure was extremely impactful to all clients!
