OVERVIEW
This project served as my foundational deep dive into the UX process, this project involved executing comprehensive user research, conducting interviews, and developing prototype till mid-fidelity. The process advanced my ability to understand complex human opinions with emerging AI capabilities.
2025
UX Designer
UX Research
Prototyping
To build customer trust and confidence in Australian electronic payments, this project combats rising scams. It achieves this by streamlining processes and flagging risky transactions before processing, safeguarding users and the bank's reputation.
Feature
What it does
Impact on trust
Name Check
Caller Check
Customer Check
Metric
Impact
I found that while banks offer 'How to protect yourself' pages, these are often passive. The real opportunity lies in active, contextual intervention during the transaction process.
What feels secure when paying
“...when I get like a code sent to my CommBank app, that's like an assurance...”
“...I'm pretty comfortable with the wait time...which I think is 24 hours...”
“...authentication thing, of course, that makes me feel secure...”
What could be done to feel secure in future payments
“...we could also have our own number...” for confirmation of identity
“...If you're registered on that. When you try to make payment, it goes easily. If you're not registered...maybe there is a secondary option for them, how they could get verified instantly...”
“...add like calling them... so I can just call the account and see if it's the same person I want to send the money to...”
“...like a face ID thing like they can send pictures of themselves to like prove that, you know, they are the person...”
Users want clear and transparent recipient verification, particularly account name matching (like PayID), to build confidence and ease anxiety, especially when paying new or large amounts.
This low-fidelity prototype replaces passive security with active payee verification (name/account matching) to provide immediate user assurance. By integrating contextual warnings and a "Verified" status UI, the design reduces fraud risk and support overhead while remaining technically feasible via PayID infrastructure. Ultimately, it prioritizes safety first UX to build long term brand reputation and user confidence.
The warning icon should “show up regardless without the warning”
“I would almost expect it to save my new payees regardless”
Post-notification of payment confirmation
Verified message was up for a “short amount of time”
What’s the ‘More Information’ button
Reflecting on this project, I recognize that while the design addresses a critical need, there are areas for further reinforcement. Due to the project’s timeframe, user testing was limited, in a future iteration, I would expand the testing pool to specifically stress test the effectiveness of the warning system under high stress conditions.
Furthermore, I’ve realized that true identity verification is a cross functional challenge that extends far beyond the UI. Implementing real time verification requires deep integration between security protocols, software engineering, and industry wide cooperation. While UX/UI is the bridge to building trust, the infrastructure behind it must be equally robust. Ultimately, this project reinforced for me that even micro interactions, like a well placed warning icon, can significantly impact a user’s sense of security, signaling that the bank treats their financial safety as a top priority.
