three circles intertwining

B2B Landing Experience

Discovery, Research, UX Design, Information Architecture

Project Overview

The Challenge

The Fraud Center is a collection of products and services used to combat and prevent fraud. This product-focused collection has many overlapping services, but have little-to-no integration with each other. This produces inefficiencies that are apparent from the customer perspective in how they navigate between different products and adoption of services that could help them fight fraud.

We want to better understand our customers day-to-day needs, how customers are using ESS products, and find opportunities better align TFC experience with customer needs and expectations.

  • How do we align business goals with user needs?
  • How do we find efficiencies in products with overlapping services?
  • Is navigation to our products and services aligned with user needs?
  • Where are the opportunities we might be missing?
The Solution

A multi-staged approach to finding efficiencies amongst the products and improving the overall user experience. We are currently developing a landing experience that incorporates products and services, analytic insights and product performance, and highlight services that are frequently used across products.

Defining the Problem

The Fraud Center has many products and services, each with their own single page application. User’s workflows often incorporate many of the products, but the current siloed product-based approach does not allow for users to seamlessly move from one service to another.

How might we better understand our customers day-to-day needs, how customers are using ESS products, and find opportunities better align TFC experience with customer needs and expectations.

Understanding the Customer

Through interviews and workshops, we were able to better understand our customer’s day-to-day workflows and pain points.

Some of the most prevalent pain points include:

  • Inefficiencies among systems and products.
  • Multiple sources for pertinent information
Customer Workflow: Fraud Analyst

I diagrammed a generalized workflow based on customer interviews. Currently, the process has a lot of manual steps, including calls to customer service to get access to certain functionality, and using multiple products to complete one task.

" I want Mastercard to inform me where to start working, so I know what to prioritize"

"I want an overall view of my fraud, so I know how my fraud strategies are performing"

"I want to view all relevant transaction information in one place, so I don't have to go to multiple sources."

Ideas and Opportunities
  • One entry point for multiple sequence of actions.
  • Better integration with multiple products based on the actions users would take.
  • Ability to see all pertinent information relevant to transaction in one unified view.
  • Tasks complete in TFC guided by the system (task based).
  • View insights related to trends to inform decision making.

Solution

Ideal Future State

I worked collaboratively with stakeholders to define an ideal state workflow for our customers

Concept Design

I developed concept designs to communicate initial design iterations with stakeholders and customers.

View lo-fi prototype of Landing Experience >

Phase 1: Finding efficiencies between two products

Next Steps

– Continue to work with business and development to understand feasibility and direction.

– Continue user testing and building relationships with customer service representatives.

– Use currently developed concept as a “north star” for upcoming efforts across products.