RiskShield
This project consists of snippets from the expansive journey of designing RiskShield (for Payment Gateway) from scratch. It depicts the process of co-building a product from 0 to 1. Figuring things out, going live with an MVP, learning from user-feedback, Iterating and continuously refining the product and it’s features.
v1.0- The MVP
Once upon a time not too long ago, A group of smart engineers at Cashfree Payments built a simple tool to try & detect risk in online payments. Idea was to detect and block incoming fraudulent transactions in real-time before they
affect our merchant’s businesses.
We soft-launched this in shadow mode as a part of testing to a select group of merchants. Objective for the Product & Design team was quite straightforward, “To bring clear visibility onto the risky transactions we are blocking
along with the reasons for blocking them”
There were a ton of initial explorations in the design process.
Some were different ways of doing the same thing and others were new ideas/ features which were parked and explored in future…
v2.0- Introduction of New Features
In this phase we wanted to give control of RiskShield in our merchants’ hands by designing two brand new features. One was ‘Blacklists’ to enable merchants to block txns made from the payment instruments of known fraud customers and
the other was ‘Smart Limits’, which are simple velocity based rules to curb fraud without impeding legitimate txns.
v3.0- Activation Journeys & Monetization
As the product matured, we focused on the Day 0 activation journeys to enable merchants to discover, activate and quickly get started with using RiskShield. We designed a pitch page & offered a free trial to encourage conversions
(activations).
We even crafted a unique visual language, especially for RiskShield & its features. The Colours, Illustrations and the logic behind the banners was consistent across…
v4.0- Intelligent Design for an Intelligent Product
As RiskShield was shaping up to be a truly intelligent product, It’s design had to evolve hand in hand. We revamped the ‘Create a Smart Rule’ flow, to put our users in control and enable them to create more complex yet specific rules
as per their unique business requirements.
A ton of different flows & interaction options were explored before arriving to the final designs above. A bunch of prototypes were created & internally tested to figure which is the most intuitive method. Here are some early
explorations:
On multiple occasions, Design had to go well beyond the mere scope of PRDs to deliver exceptional experiences. One such example is below.
We noticed the hesitancy in merchants’ mind before adding items to their Blacklist. Because mistakenly adding a genuine customer’s details to Blacklist, could mean loss of significant business. To prevent such errors, we offered our merchants a ‘Risk Analysis’ feature to asses the risk level of the details, before adding them to blacklist.
The PRD for Risk Analsis contained a screenshot from one of our global competitor [LEFT]. Expectation from design was to simply call out- How many txns were made from the uploaded set of items to blacklist; How many of those txns were disputed; How many of those failed. And then leave it up for the user’s discretion (To blacklist or not).
This seemed like a lazy approach. So we decided to go one step ahead and conceptualise a bucketing system to categorise all the uploaded items into ‘High, Low & Unknown Risk’. Now the user can make a much more informed choice and can actually choose to blacklist only a part of the initally uploaded items.
