Commonwealth Bank
Security Check Up
An initiative to help protect CommBank customers’ banking app by reviewing their phone permissions and settings in a guided approach
Background & Context
The award-winning CommBank App allows millions of customers to access fast, secure banking on the go. To ensure trust and security is front of mind with our customer base particularly with the Open Banking environment fast approaching.
The focus is to enhance and create awareness of the security features in the App that could help protect, educate and increase customer perception of security in the CommBank app.
Process
To understand the context I started the project by doing some secondary research to identify the opportunity space.
What we learnt
Recovering lost money after experiencing fraud is not an easy process. Some of the pain points includes:- Lodging a dispute and it can take anywhere between 3 to 45 days to be resolved
- Customers need to order and set up their payment details (ie. direct debits)
Ideate
Workshops were held with the stakeholders to understand the most common fraud scenarios and what customers can do to prevent it. The team identified tasks that can help reduce customers security risks
Explore & Iterate
Interactive prototypes were tested with customers to validate and iterate on the design in areas like usability, discoverability and comprehension.
The final product
Created a scalable security check that enables us to engage customers to review their app settings through notifications
