Saved by the Hold
Weigh each anti-fraud control's anger against the scams it stopped, in customers' words.
The job
Keeps the anti-fraud controls that protect customers while cutting the friction and anger they cause. Decisions weigh both the complaints and the thanks, in money, rather than anecdote.
The moment
A balance scale weighs 18,000 complaints about the bank's 24-hour anti-fraud hold against 22 customers who wrote some version of "thank God you held it, it was a scam".
Their anonymised words become the hold message itself: "Last month this hold stopped 22 of our customers losing their savings."
The Head of Fraud tests cutting the hold to 12 hours, checks the assumptions behind the estimate, and commits in advance to an exemption for salary-verified recipients only.
A month later, hold complaints are down 40%, and scam losses have not moved.
What it does
- Send a hold-message copy change
- Propose a narrow exemption
- Register the change and stamp the verdict
- Enter the monthly fraud figures
- Drill either side of the scale
What you see
Balance scale per control with saved verbatims as the counterweight, a money beam, a labelled what-if slider, and before/after verdict stamps
What it moves
Friction complaints per control (for example, 24-hour hold complaints down 40%) while scam losses and victim reports stay flat, and the cost of friction against the dollar losses each control prevents.
Built for
- Risk & fraud
- Product & digital
- CX leaders & VoC
- Compliance, complaints & legal
