Chase Fraud Alerts
Reimagining Chase Bank's Fraud Alerts
Focus
Customer Experience
Industry
Personal Banking
Timeline
October 2023
8 days
Role
Product Designer
Overview
This project explored how UX writing could improve Chase Bank's fraud alert system, providing greater clarity and reassurance for customers, who often feel uncertain about next steps after confirming a fraudulent transaction.
Project Insights
User needs: Customers need to feel confident that the bank is taking appropriate steps to protect their accounts and resolve the issue.
Business goals: Minimize support requests and improve overall customer satisfaction by providing clear and informative communication.
Design trends: There is a growing importance of UX writing in creating positive and user-centered experiences, particularly in sensitive situations like fraud alerts.
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A Closer Look
This project tackled reframing Chase Bank's fraud alerts to provide a clearer and more reassuring notification experience for customers that were left confused or uncertain by them. After confirming the charges were fraud with the bank, no further notifications were received by the user, leaving them uncertain about what actions the bank was taking (examples might be canceling the card, and if so, whether a new card was going to be processed, and when it will be issued).
By focusing on UX writing and incorporating user feedback, I aimed to address the anxiety caused by the existing alerts. Two ways I aimed to do this is improve the text alert itself, the automated response, and providing a specific timeline for card replacement if the user confirms a transaction is fraudulent. Ultimately, the project demonstrated how thoughtful UX writing can significantly improve customer communication and enhance trust during potentially stressful situations. See the full Figma file here.
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Above: Since declined transactions won't show in the app, Chase will send a reminder to check your recently charged transactions.
Below: Once the new card ships, a push notification is sent, leading the customer to view the shipment notification in the app.
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