The Fragility of Trust: A Comparative Service Analysis of Fraud Recovery Ecosystems

(i.e., I got hacked, twice, now what..?)

Companies

Undisclosed

industry

Fintech / Retail Bank Ops

Role

Customer, Service Designer

duration

1 month

Journey Telemetry, Service Blueprinting, Identity & Access Management (IAM) Optimisation, Cognitive Load Theory

methodologies
THE HACK

After a long hiatus from the platform, I was back to sell personal items that didn’t make it through to the next round of spring cleaning.

Soon enough, a buyer pinged with a screenshot asking for my email address to send the payment. That’s when my nightmare started.