TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Ideation, UI Design, Journey Map, User Persona.
The following case was developed over the span of a 48 hours.
Michael Malatesta
Aryamik Kakar
In a Rush? Watch our Winning Submission:
Watch our Project Summary & Final Submission:
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
Autonomy Gained from Mobile Banking Exposes Users to Scams & Fraud
“I read documents with loads of unique acronyms that I can’t keep up with on a near daily basis.”
In April 2020 alone, CIBC had a 250% increase in clients aged 65-plus signing up for mobile online banking. - Ross Marowits for BNN Bloomberg, 2020
TD SeniorSecure is a Mobile Application that provides up-to-date training on current finance-related scams.
Fool Me Once, Shame On Me;
Fool The Elderly? Shame On You.
Romance scams are riskiest to people in the 55-64 age group. - WFN Design Prompt
Romance scams have a 54% susceptibility risk to their targets. - BBB 2019 Scam Tracker Risk Report
Users manage lessons, certifications, points and rewards via a personal dashboard, that displays visual progress towards developing increased confidence and autonomy in digital finance.
Victims Aren’t Alone,
Lets Not Make Them Feel Like They Are.
Romance scams were the second most reported crime to the FBI in 2019.
- WFN Design Prompt
682 victims lost over $19 million to scammers pretending to be in love [by] using fake profiles on social media and popular dating apps [to] gain the trust of their victims.
- 2019, the Canadian Anti-Fraud Center
SeniorSecure encourages proactive learning by allowing users to learn from relatable individuals while providing TD points as an incentive that can be used to redeem rewards with monetary value.
“I read documents with loads of unique acronyms that I can’t keep up with on a near daily basis.”
Given the limited 48 hours to complete the project, it was difficult to involve user studies beyond secondary research. Thorough research and understanding of the various methods of fraud could present new opportunities for helpful features that specifically address these scams early in the setup process.
We'd like to uncover what scams are being utilized, how they're being approached (what's the "setup?"), and who is most likely to be a target.
Our efforts within the 48 hours were largely focused on iterating and discussing the organization, structure, and storytelling of our process. This strategy's success emphasized the strength of developing a unique UX process.
By stripping back the UX process during a highly constrained challenge, we were able to practice prioritizing content & methods that best communicate our ideas; Constantly evaluating scope and Minimum Viable Product.
Being the first sprint my partner & I had completed, our achievement of 2nd place boosted our confidence as Designers and Presenters.
Raymond is a senior TD customer who does banking online through his mobile phone. Raymond is still keen on being on the dating scene but lacks an understanding of how to appropriately navigate modern relationships and has consequently fallen victim to digital fraud, particularly a romance scam. Raymond is embarrassed to ask for help navigating both new technology and his relationships, and after falling victim to a Romance Scam, is beginning to lose hope in digital banking and worse - his chance at a relationship. Raymond needs to find a solution that can help him recognize the setups and patterns of the various methods of digital fraud while being able to maintain his privacy and independence as a senior citizen. Its important that Raymond understands he's not alone in his experiences and shouldn't feel embarrassed, as many others have been the victim of similar scams.
We created a journey map to illustrate Raymond's experience throughout the Romance Scam process. When first navigating a new relationship, Raymond is hopeful and begins to deeply trust his online companion/partner. After an unfortunate (and completely fabricated) accident, Raymond's partner is now asking for financial support. As a caring and worried partner, Raymond incrementally transfers more and more funds, culminating in large transfers that engross most of Raymond's savings. Raymond, believing this money was for an emergency, is now being ghosted by his partner. With no savings and no partner, Raymond is hopeless, panicked, and embarrassed.
TD Senior Secure was developed for a design sprint hosted by Western Founders Network in 2022. The prompt challenged our team to help Raymond, a retiree who's been exposed to the increasingly notorious Romance Scam that TD needs to address with real customers.
Figma, Adobe Illustrator, Adobe Photoshop
The following case was developed over the span of a 24 hours.
Michael Malatesta
Aryamik Kakar
In a Rush? Watch our Winning Submission:
Aging populations who grow out of touch with technology currently have insufficient guidance in dealing with common methods of digital fraud; leading to an increasing number of users who find themselves scammed out of their hard earned money.
How Might We reduce the risk of falling victim to fraud by helping TD users identify scams early through incentivized learning, while maintaining their personal privacy.
TD SeniorSecure is a Mobile Application that provides up-to-date training on current scams that could pose a risk to your finances as presented by relatable demographics who’ve faced said scams first hand.
SeniorSecure incentivizes the learning process through unlock-able account limitations & bonus rewards.
Users manage their lessons, certifications, points and rewards via a personal dashboard, displaying user’s progress towards developing digital finance confidence and autonomy.
E-Transfer protection provides temporary limits on high volume e-transfers until users can verify they’re up-to-date on scam & fraud trends, through TD’s SeniorSecure certification.
SeniorSecure encourages proactive learning by allowing users to learn from relatable individuals while providing TD points as an incentive that can be used to redeem monetary rewards.
In April 2020 alone, CIBC had a 250% increase in clients aged 65-plus signing up for mobile online banking (Ross Marowits for BNN Bloomberg, 2020)
The average Canadian victim is aged 55-64
(WFN Design Prompt)
In 2019, 68% of the dollars reported lost on romance scams by older adults were sent by e-transfer
(WFN Design Prompt)
Raymond is a senior TD customer who does banking online through his mobile phone. Raymond is still keen on being on the dating scene but lacks an understanding of how to appropriately navigate modern relationships and has consequently fallen victim to digital fraud, particularly a romance scam. Raymond is embarrassed to ask for help navigating both new technology and his relationships, and after falling victim to a Romance Scam, is beginning to lose hope in digital banking and worse - his chance at a relationship. Raymond needs to find a solution that can help him recognize the setups and patterns of the various methods of digital fraud while being able to maintain his privacy and independence as a senior citizen. Its important that Raymond understands he's not alone in his experiences and shouldn't feel embarrassed, as many others have been the victim of similar scams.
We created a journey map to illustrate Raymond's experience throughout the Romance Scam process. When first navigating a new relationship, Raymond is hopeful and begins to deeply trust his online companion/partner. After an unfortunate (and completely fabricated) accident, Raymond's partner is now asking for financial support. As a caring and worried partner, Raymond incrementally transfers more and more funds, culminating in large transfers that engross most of Raymond's savings. Raymond, believing this money was for an emergency, is now being ghosted by his partner. With no savings and no partner, Raymond is hopeless, panicked, and embarrassed.
Moving forward, TD Senior Secure would benefit from more thorough user research amongst vulnerable populations (such as seniors) to uncover what scams are being utilized, how they're being approached (what's the "setup?"), and who is most likely to be a target. Given the limited 24 hours to complete the project, it was difficult to involve user studies beyond secondary research. As this case was heavily focused on addressing Romance Scams in particular, thorough research and understanding of other methods of fraud could present new opportunities for helpful features that specifically address these scams early in the setup process.
Our team's takeaway from TD Senior Secure was largely positive. Being the first sprint Aryamik & I had completed, our achievement of 2nd place highlighted our growth as UX designers; and more importantly, the strength of developing a unique UX process. Our efforts within the 24 hours were largely focused on iterating and discussing the organization, structure, and storytelling of our process - not on TD Senior Secure-specific content. Instead of allocating the majority of time to visual design or research that applied only to TD Senior Secure, we viewed the challenge as an opportunity to learn and experience approaching the design process; largely by prioritizing questions of what content should be included and in what order it should be presented. By stripping back the UX process during a highly constrained challenge, we were able to practice prioritizing content & methods that best communicate our ideas.