PayPal Fraud UI

Fraud-Investigations and Work-Distribution Interface

Project Goals

1. Integrate new data fields into an existing interface

2. Identify ways to take advantage of 'field knowledge' of the investigation agents to catch fraud early and quickly, as fraud trends change daily or weekly.

3. Provide other suggestions for improvements in user-experience

Process and Results

Brought on as the first designer to a team of engineers and fraud analysts, I followed a user-centered methodology to deliver personas that created empathy for the users amongst the product and engineering team.

• I designed a new dashboard to provide the management team insight into real-time performance of the investigation agents.
• A new interface allowed for more efficient work-distribution that eliminated user error and provided for the ability to take advantage of 'field knowledge' to catch fraud early and quickly.
• I proposed a redesign of the PayPal fraud investigation interface.

Working collaboratively with a cross-functional team, I delivered 'Fraud One', a unified investigation interface that reduced average investigation time by over 10% within the first three months of launch with minimal training, resulting in savings of several million dollars per year in PayPal’s potential fraud losses. This interface is currently in use by the entire PayPal fraud investigations team.

Deliverables

Mockups not available due to NDA.

“In our projects together, (Anubhav) has always questioned limits and pushed our cross-functional group to do things correctly the first time. His energy and persistence add strength to any team."

- Loren Cheng, Product Manager, PayPal