Stopping Safe Account Scams with Video
No Safe Account Scams in testing
Stable NPS
Someone in deep with a scammer is so hard for a Bank to engage. This trial popped an emotive, eye catching video to people whose payments were paused for checks. It gave vital confidence to open up future experiments. You can get customers to do more mid-payment and maintain good Customer Experience.
Designed to break through
Surprise and engaging visuals breakthrough during moments where other warnings can't
Opens up opportunity
Showed well designed friction can work in payment journeys without damaging customer experience
Stopping Safe Account Scams with Video
No Safe Account Scams in testing
Stable NPS
Someone in deep with a scammer is so hard for a Bank to engage. This trial popped an emotive, eye catching video to people whose payments were paused for checks. It gave vital confidence to open up future experiments. You can get customers to do more mid-payment and maintain good Customer Experience.
Designed to break through
Surprise and engaging visuals breakthrough during moments where other warnings can't
Opens up opportunity
Showed well designed friction can work in payment journeys without damaging customer experience
Stopping Safe Account Scams with Video
No Safe Account Scams in testing
Stable NPS
Someone in deep with a scammer is so hard for a Bank to engage. This trial popped an emotive, eye catching video to people whose payments were paused for checks. It gave vital confidence to open up future experiments. You can get customers to do more mid-payment and maintain good Customer Experience.
Designed to break through
Surprise and engaging visuals breakthrough during moments where other warnings can't
Opens up opportunity
Showed well designed friction can work in payment journeys without damaging customer experience
"Impersonation can be so tough for colleagues. New ideas like this will make a big difference - it helps get the customer back in the room."
Hannah | Service Designer| Santander
The Challenge
Scams where Customers have been coached to hide intentions present real challenges to Fraud contact centres. Safe account scams are a prime example. Hours of coaching can turn innocents into theatrical wonders, convinced that people are out to get their money. Agents are the last line of defence during a paused, suspicious payment. But scammers convince they are to be kept in the dark. How might we breakthrough before a scammed customer reaches an Agent?
The Solution
Get people to view a 1 min video full of behaviour science and tik tok tactics before we speak to them. The goals here were to grab attention, keep it, show immediate relevance and give clear, tangible actions to take to avoid a scam. A small scale, low tech test ran with real customers. The 'Near-real' time email + Agent test proved something crucial. We could ask more of customers mid-payment, without a negative impact on customer experience. No-one shown the Video on the 4 week test was scammed. Next comes testing at scale, utilising quicker more accessible means to deliver great content.
Get people to view a 1 min video full of behaviour science and tik tok tactics before we speak to them. The goals here were to grab attention, keep it, show immediate relevance and give clear, tangible actions to take to avoid a scam. A small scale, low tech test ran with real customers. The 'Near-real' time email + Agent test proved something crucial. We could ask more of customers mid-payment, without a negative impact on customer experience. No-one shown the Video on the 4 week test was scammed. Next comes testing at scale, utilising quicker more accessible means to deliver great content.
The Solution
Get people to view a 1 min video full of behaviour science and tik tok tactics before we speak to them. The goals here were to grab attention, keep it, show immediate relevance and give clear, tangible actions to take to avoid a scam. A small scale, low tech test ran with real customers. The 'Near-real' time email + Agent test proved something crucial. We could ask more of customers mid-payment, without a negative impact on customer experience. No-one shown the Video on the 4 week test was scammed. Next comes testing at scale, utilising quicker more accessible means to deliver great content.
The Future
Higher tech, visual and unusual interventions triggered for suspicious payments. Personalised, pushed and seamlessly integrated in payment journeys.
Outcomes
No Safe Account Scams during testing
No Safe Account Scams during testing
Stable NPS supports use at scale in Payment journeys
Methods used
How Behaviour Science and Design combined to stop scams
Discovery
Data and Insight
Behaviour modelling with 'COM - B'
Observation and Simulation
Scams Psychology Research
Using COM-B and journey mapping gave a great picture of what influenced people during safe account scams. This combined with insights from Pete's Masters level research paper into scam psychology.
A Behaviour Audit canvas was used to bring this and other quantitative and qualitative insight together in one place. Volumes of scams missed by contact centre, demographic and financial behavioural data were added. Call listening and qualitative research to capture different 'safe account' Modus Operandi too. This gave a strong picture of how, who and how much.
These were refined to a set of core insights, in the style of Ideo's Design Thinking method. An example would be "Agents are the last line of defence, but customers are convinced they can't be trusted"
These insights gave the launchpad for grounded ideation on what next.
Design and Prototyping
Design Thinking : Ideation
Behaviour Design
Lofi Prototyping
Design and Prototyping were very interwoven here.
First a combination of solo and small group ideation among Designers, to pull out as many ideas as possible. These were refined down into a shortlist using impact-effort prioritisation. Then Designers separated to work up prototypes and bring them back for quick friend and family testing to evaluate and refine.
One of these ideas was the safe account video. The original prototype was built by Pete in Powerpoint in an hr. This was played in mock scenarios to colleagues and family, to assess ability to grab attention, and the speed of comprehension based on language and terms used
Stage two was to collaborate with Andrew, a skilled part-time Video Producer from another team. Andrew gave the video enough polish for Live testing with real customers.
Testing and Delivery
Hifi Prototyping
Test Design
Jobs to be Done
Continuous Discovery
The Continuous Discovery and Delivery approach used at Roll and Flow is simple. Bring something viable into a real life environment early, safely. Measure, learn, improve. That's what was used here.
The speediest route to test the Video was not perfect. But it was live with real customers. It's essential to measure any impact on real behaviour. No amount of simulation can replicate true behaviour under the spell of a scam.
We needed to trigger the Video in response to a payment interruption. For the test a group Pete improvised. The Customer Engagement team came on board, and their Near-Real Time email provided the delivery mechanism. Call centre colleagues would then target specific calls, and signpost the Video. Very low tech, but a massive source of learning and confidence.
Near-real time wasn't real-time enough to scale. However this test opened to door to more experiments, and at greater scale. We showed that whether genuine payment or scam the intervention did not harm customer experience.
Discovery
Data and Insight
Behaviour modelling with 'COM - B'
Observation and Simulation
Scams Psychology Research
Using COM-B and journey mapping gave a great picture of what influenced people during safe account scams. This combined with insights from Pete's Masters level research paper into scam psychology.
A Behaviour Audit canvas was used to bring this and other quantitative and qualitative insight together in one place. Volumes of scams missed by contact centre, demographic and financial behavioural data were added. Call listening and qualitative research to capture different 'safe account' Modus Operandi too. This gave a strong picture of how, who and how much.
These were refined to a set of core insights, in the style of Ideo's Design Thinking method. An example would be "Agents are the last line of defence, but customers are convinced they can't be trusted"
These insights gave the launchpad for grounded ideation on what next.
Design and Prototyping
Design Thinking : Ideation
Behaviour Design
Lofi Prototyping
Design and Prototyping were very interwoven here.
First a combination of solo and small group ideation among Designers, to pull out as many ideas as possible. These were refined down into a shortlist using impact-effort prioritisation. Then Designers separated to work up prototypes and bring them back for quick friend and family testing to evaluate and refine.
One of these ideas was the safe account video. The original prototype was built by Pete in Powerpoint in an hr. This was played in mock scenarios to colleagues and family, to assess ability to grab attention, and the speed of comprehension based on language and terms used
Stage two was to collaborate with Andrew, a skilled part-time Video Producer from another team. Andrew gave the video enough polish for Live testing with real customers.
Testing and Delivery
Hifi Prototyping
Test Design
Jobs to be Done
Continuous Discovery
The Continuous Discovery and Delivery approach used at Roll and Flow is simple. Bring something viable into a real life environment early, safely. Measure, learn, improve. That's what was used here.
The speediest route to test the Video was not perfect. But it was live with real customers. It's essential to measure any impact on real behaviour. No amount of simulation can replicate true behaviour under the spell of a scam.
We needed to trigger the Video in response to a payment interruption. For the test a group Pete improvised. The Customer Engagement team came on board, and their Near-Real Time email provided the delivery mechanism. Call centre colleagues would then target specific calls, and signpost the Video. Very low tech, but a massive source of learning and confidence.
Near-real time wasn't real-time enough to scale. However this test opened to door to more experiments, and at greater scale. We showed that whether genuine payment or scam the intervention did not harm customer experience.
Discovery
Data and Insight
Behaviour modelling with 'COM - B'
Observation and Simulation
Scams Psychology Research
Using COM-B and journey mapping gave a great picture of what influenced people during safe account scams. This combined with insights from Pete's Masters level research paper into scam psychology.
A Behaviour Audit canvas was used to bring this and other quantitative and qualitative insight together in one place. Volumes of scams missed by contact centre, demographic and financial behavioural data were added. Call listening and qualitative research to capture different 'safe account' Modus Operandi too. This gave a strong picture of how, who and how much.
These were refined to a set of core insights, in the style of Ideo's Design Thinking method. An example would be "Agents are the last line of defence, but customers are convinced they can't be trusted"
These insights gave the launchpad for grounded ideation on what next.
Design and Prototyping
Design Thinking : Ideation
Behaviour Design
Lofi Prototyping
Design and Prototyping were very interwoven here.
First a combination of solo and small group ideation among Designers, to pull out as many ideas as possible. These were refined down into a shortlist using impact-effort prioritisation. Then Designers separated to work up prototypes and bring them back for quick friend and family testing to evaluate and refine.
One of these ideas was the safe account video. The original prototype was built by Pete in Powerpoint in an hr. This was played in mock scenarios to colleagues and family, to assess ability to grab attention, and the speed of comprehension based on language and terms used
Stage two was to collaborate with Andrew, a skilled part-time Video Producer from another team. Andrew gave the video enough polish for Live testing with real customers.
Testing and Delivery
Hifi Prototyping
Test Design
Jobs to be Done
Continuous Discovery
The Continuous Discovery and Delivery approach used at Roll and Flow is simple. Bring something viable into a real life environment early, safely. Measure, learn, improve. That's what was used here.
The speediest route to test the Video was not perfect. But it was live with real customers. It's essential to measure any impact on real behaviour. No amount of simulation can replicate true behaviour under the spell of a scam.
We needed to trigger the Video in response to a payment interruption. For the test a group Pete improvised. The Customer Engagement team came on board, and their Near-Real Time email provided the delivery mechanism. Call centre colleagues would then target specific calls, and signpost the Video. Very low tech, but a massive source of learning and confidence.
Near-real time wasn't real-time enough to scale. However this test opened to door to more experiments, and at greater scale. We showed that whether genuine payment or scam the intervention did not harm customer experience.
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Book your 30 min Discovery session
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Contact
Roll & Flow : Prevent
Stop scams with Science wired into every step
© 2025 Tamashii Design Ltd. All rights reserved. Roll & Flow and Roll & Flow : Prevent are trading names of Tamashii Design Ltd, registered in England and Wales (No. 16294814).
.
Contact
Roll & Flow : Prevent
Stop scams with Science wired into every step
© 2025 Tamashii Design Ltd. All rights reserved. Roll & Flow and Roll & Flow : Prevent are trading names of Tamashii Design Ltd, registered in England and Wales (No. 16294814).
.
Contact
Roll & Flow : Prevent
Stop scams with Science wired into every step
© 2025 Tamashii Design Ltd. All rights reserved. Roll & Flow and Roll & Flow : Prevent are trading names of Tamashii Design Ltd, registered in England and Wales (No. 16294814).
.