ENTERPRISE FRAUD ANALYTICS DASHBOARD
Fraud Cockpit is a new product offering from Guardian Analytics that gives comprehensive visibility and actionable insights for heads of fraud ops, CRO/CISO(Chief Risk Officer/Chief Information Security Officer), fraud managers and fraud investigators through the visualization of fraud KPIs, team productivity metrics and operational status highlights.
Based on user research, below problems were identified in the old product
1. Fraud managers maintained an excel sheet to keep track of the assignment of work to fraud analysts and to monitor their progress and efficiency.
2. Fraud Analysts manually tracked the alerts they need to investigate every day, and there were no metrics to show the remaining work or the progress done.
3. The Chief Risk Officers did not use our old product because it lacked the KPI's like Fraud risk exposure, Loss incurred due to fraud, lack of reporting infrastructure, etc.
A new dashboard, tailored to each of the identified personas that gave comprehensive visibility and actionable insights for heads of fraud ops and fraud investigators through the visualization of fraud KPIs, team productivity metrics, and operational status highlights
I led the brainstorming workshops involving product team to explore the key performance indicators that we want to visualize in the Fraud Cockpit for our 3 main personas - fraud analyst, fraud manager, and CRO.
Conducted survey to quantify the concepts and our hypothesis from the user research. The survey findings also played a big role in making a case and providing confidence to the key stakeholders for the proposed design changes to improve the usability and user experience of the product.
REAL-TIME FRAUD INFORMATION
Real-time information of the dollar amount that Guardian Analytics prevented from financial fraud and also the dollar amount that was lost due to fraud. Further, ability to drill down on specific fraud channels and see a list of frauds in each channel.
TEAM MANAGEMENT AND ASSESSMENT
Assess the efficiency and the productivity of the fraud analysts in the team and also assess the workload on each of the analysts. Also, as an incentive for highly productive fraud analysts, they are awarded with badges when they are consistently on schedule and stop frauds - gamification.
CYBER FRAUD INTEL
Provide intel on fraud by showing information like - the high risky locations, the high risky accounts, risky ip addresses and the different categories under which the frauds are taking place. These information will enable the fraud manager to put certain transaction under scanner and thus preventing potential fraud.
Real-time chart of the transactions that are taking place and the amount of high risk and medium risk alerts that Guardian Analytics is generating. Also, show the status of each of the alert, case and transaction which gives the fraud manager the bigger picture of the volume of transactions, alerts and fraud.