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Self-service Scam Protection
Digital Padlock
Australia’s first self-service bank account lockdown allows customers to instantly secure their digital banking and cards in the event of fraud, empowering them to protect their funds. Its main goal is to reduce losses for customers and the bank without needing to call the contact centre or visit a branch.
MY ROLE
Lead Designer - Research, Analysis, Mapping, Interaction Design, Design Systems, User-testing
TIMELINE
7 months - First version release and continuous improvements.
TOOLS
Figma, Photoshop, Lookback, Copilot, Jira
OVERVIEW
Mission
ANZ aimed to introduce a safeguard that enables customers to lock their accounts if they suspect a scam. Its main goal is to minimise potential losses for both customers and the bank by allowing users to protect their funds immediately, without contacting the call centre or visiting a branch.
My Contribution
As the lead designer, I managed the entire design process for two banking platforms (ANZ and ANZ Plus) across iOS, Android, and web. I coordinated four squads to align teams around clear problems, requirements, and solutions, maintaining momentum and consistency. Led the user research to understand sentiment, expectations, and behaviours, shaping journey maps, interaction models, and final designs.
Impact
40%
Decrease in account locks through the call centre.
80%
User adoption with minimal support.
90%
Increase in user confidence in tests.
~9 Mil
Customer reach through two different banking platforms
APPROACH
Stakeholder alignment
This initiative required collaboration across multiple business units, each with differing priorities and constraints. To align stakeholders, I established a bi-weekly design committee with representatives from each business unit.This helped in:
Establish a unified forum for decision-making.
Identify and highlight risks early.
Minimise conflicting feedback between squads.
Maintain momentum, without endless back-and-forth.
Discovery > Synthesis > Analysis > User flows > Prototyping > Validation > Final Designs
EXECUTION
Discovery
Interviewed key representatives across ANZ business units to map the landscape, identify conflicting priorities, and ensure feasibility and compliance. Conducted qualitative interviews with 16 participants to understand customer behaviour during fraud incidents and assess the desirability of greater control.
Synthesis
Microsoft Copilot was used to accelerate synthesis across 16 interviews, extracting key pain points and identifying recurring themes. All AI-generated outputs were manually reviewed and cross-checked against raw transcripts to ensure rigour and credibility.
User & design flows
Developed multiple user flow options to explore different entry points and usage scenarios. Phase 1 launched a direct-access model via Security Settings to minimise friction, while a future contextual model will use smart prompts to guide customers during suspicious activity.
Final designs & validations
Final designs spanned two banking experiences (ANZ and ANZ Plus) across iOS, Android, and Web — delivered across seven parallel work-streams with three cross-functional squads. Partnered with design system and branding teams to ensure consistency, and validated designs with users for clarity and tone.
ANZ Digital Padlock in ANZ Plus App
ANZ Digital Padlock in ANZ App
ANZ Digital Padlock in ANZ internet Banking
Design leader with 12+ years delivering large-scale digital products across banking, telecom, and digital marketing. Leads and partners with cross-functional teams to align strategy, research, and Agile delivery, creating impactful experiences at scale.
Contact:
shiburam@gmail.com