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Client
Clari5, Perfios
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Service
UX & Product Design
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Industry
Fintech & Risk Management
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Company Size
500+
The client
A fintech enterprise operating a fraud risk management platform serving financial services clients across India had built a technically sophisticated system — with powerful fraud detection capabilities and comprehensive alert management — that its actual users found almost impossible to use efficiently. Operations managers, investigation teams, and compliance leads were navigating cluttered dashboards and rigid workflows that buried critical insights under layers of irrelevant data, and a significant proportion of the platform’s users had abandoned it in favour of manual Excel-based tracking. The business needed a UX transformation that would finally make its technical power accessible.
The problem
The fraud risk platform was experiencing a user experience crisis with a direct operational cost: experienced fraud analysts and operations managers were bypassing the platform in favour of Excel spreadsheets because the in-platform experience was more effortful than manual alternatives. Alert resolution times were high, investigation workflows were inefficient, and the platform’s accessibility limitations were creating compliance and user confidence challenges threatening both adoption and operational effectiveness.
- Cluttered Dashboards Obscuring Critical Fraud KPIs — Information overload and poor visual hierarchy across the platform’s dashboards made it difficult for fraud analysts and operations managers to identify the critical KPIs and alert signals that should have been instantly visible. Decision-making was slowed by the effort required to extract relevant information from dense, undifferentiated data displays.
- Inefficient Filters and Rigid Workflows Increasing Investigation Time — Inflexible filtering systems and rigid investigation workflows increased the time analysts spent navigating between data sources and alert queues — time that should have been spent on the analytical and investigative work that actually reduced fraud risk. Every unnecessary click in a time-sensitive fraud investigation environment had a direct operational cost.
- Low Accessibility and Trust Causing Platform Avoidance — Accessibility failures — including colour-blind unsafe colour schemes, unclear visual hierarchy, and absence of trust-building UI patterns — were creating user confusion and errors, driving users toward manual workarounds rather than platform adoption.
OUR SOLUTION
Worxwide conducted contextual inquiry research with Operations Heads, Managers, and Investigation Teams to build a deep understanding of specific workflows and decision-making contexts the platform needed to support. Role-based dashboards were designed for each persona — Operations Head, Manager, and Investigator — to surface the most critical information for each role at a glance. Navigation, filters, and investigation workflows were simplified to reduce cognitive friction, and accessibility-first design principles were applied throughout the redesigned platform.
- Contextual Inquiry Research with Fraud Operations Teams — Deep contextual research with Operations Heads, Managers, and Investigation Teams produced a granular understanding of the specific decision-making workflows, information priorities, and UX failures suppressing platform performance — forming the evidence base for every subsequent design decision.
- Role-Based Dashboards for Faster Intelligence Access — Three distinct dashboard experiences — designed for the specific information needs of Operations Heads, Managers, and Investigators — replaced the single, cluttered view that had been failing all three personas equally. Each role received the precise information needed for their specific responsibilities, surfaced at a glance.
- Accessibility-First Design with Simplified Investigation Workflows — Colour-blind safe palettes, high-contrast visual hierarchy, and simplified filter and workflow design addressed both the accessibility failures and the usability friction driving users toward Excel, making the platform’s analytical power accessible to all users regardless of visual ability or technical confidence.
Our work in action
The Impact
25% Reduction in Alert Resolution TAT
Role-appropriate dashboards, simplified investigation workflows, and faster information access reduced average alert resolution turnaround time by 25% — directly improving the speed and efficiency of the fraud management operation and reducing the commercial cost of delayed fraud detection.
78% of Users Shifted from Excel to In-Platform Dashboards
The most powerful evidence of the UX transformation’s success: 78% of users who had been managing fraud alerts in Excel moved to in-platform dashboards following the redesign — demonstrating the previous experience had been an avoidable barrier to platform adoption rather than a genuine technology limitation.
Improved Decision-Making Speed and Platform Confidence
Faster access to critical KPIs, clearer visual hierarchy, and improved accessibility created a platform experience that fraud operations professionals could navigate with confidence — improving the quality and speed of fraud decisions and reducing the cognitive burden of a high-stakes, time-sensitive operational environment.
