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RBC ROYAL BANK OF CANADA FRAUD PREVENTION APP

Skills: Systems Thinking, Content Design, User Research, Wireframing, Prototyping

Tools: Figma

I created the following case study for my User Interaction class at Seneca Polytechnic.

THE CHALLENGE

RBC Royal Bank's outdated mobile fraud detection system frustrates customers due to frequent false flags on legitimate transactions. The challenge was streamlining the fraud verification process while aligning with RBC's client-first service and integrity values.

THE STRATEGY

I focused on designing a simplified fraud-checking process within RBC's mobile infrastructure so customers don't have to go to the branch. I identified key pain points by conducting research, conducting user interviews, mapping the customer journey, and prioritizing a seamless, trustworthy experience.

THE SOLUTION

My proposed solution directly integrates an improved, user-centered fraud verification process into RBC's mobile app, minimizing interruptions to legitimate transactions. This approach aims to enhance customer trust and create a more empathetic, accessible experience that reflects RBC's values.