Silverguard
PRODUCT DESIGNER • AWARD WINNING
To respect client confidentiality, the data and assets presented here are limited to those I directly contributed to. All information provided reflects my personal perspective and does not represent the client’s views or opinions.
Overview
Silverguard, a pre-seed startup specializing in fraud prevention for the silver economy, is creating a digital financial security ecosystem. This ecosystem features diverse solutions to assist victims and financial institutions of fraud attempts.
Team Roles
As the Product Designer, I led the end-to-end design of Silverguard's first mobile app, on both Android and iOS platforms. I worked closely with the Head of Design, Product Manager, and co-founders to ensure alignment and successfully deliver the product within the established timeframe.
OUTCOMES
3 design awards
Design for a Better World Award 2024
SERVICE DESIGN
Prêmio Bornancini de Design 2024
POSITIVE IMPACT
Prêmio Bornancini de Design 2024
STRATEGIC DESIGN
50% reduction in onboarding steps, enhancing UX
4.6 star rating
in the Google Play Store
The Challenge
In 2023, digital scams increased by 14%. Scammers are evolving faster than financial institutions can adapt, profoundly affecting the bank accounts and lives of millions of Brazilians.
Research revealed alarming statistics:
1
70% of victims are unsure how to respond after falling for a scam, often wasting critical time on ineffective actions.
2
19 million Brazilians—approximately 9% of the population—fell victim to instant money transfer scams.
3
US$ 4.4 billion (as of November 5, 2024) was lost to instant money transfer and bill scams in the past 12 months.
Data source: Silverguard research Estudo Golpes com Pix, FBSP e Datafolha and Bacen
The Ask
To address pain points throughout the victim’s journey, Silverguard aimed to launch its first B2C mobile app to help victims recover their money and streamline the process of obtaining refunds.
I was tasked with leading the design of the mobile app, focusing on prioritized features to safeguard users’ data on mobile devices and financial apps while delivering a seamless user experience. The objective was to design and launch the app within 5 months, starting with the Android platform.
DESIGN PROCESS
01.
Analyzing and Structuring Phase
To assess how the proposed solutions addressed users' pain points, I mapped out the value added by each solution using a Journey Map and Value Map. This process provided insights into the sections that were potentially most relevant and engaging for users.
Given the complexity of the features and the tight timeframe, I conducted a benchmark analysis to serve as a guide for the initial wireframes. I identified that banking apps and edtech platforms offered valuable design references for our app. Drawing from this analysis and previous research, I used these industries as a model to structure the information architecture.
After several iterations, I structured the user experience flow and reviewed it with stakeholders.
DESIGN PROCESS
02.
Launching The First MVP
Leveraging insights from the Kano Model framework conducted by the cofounders, the app prioritized protecting users' data and finances through four core features:
1
Security Checklist: Provided actionable tips and best practices to safeguard users’ devices and data.
2
App Locker: Enabled users to lock selected apps, preventing unauthorized access.
3
Emergency Alert to Banks: Allowed users to notify their financial institutions to safeguard accounts and prevent fraud attempts.
4
SOS Mode: Sent an emergency code to users’ devices, temporarily blocking access to apps to protect from potential misuse by thieves.
Given the technical complexity of these features, we identified the need to request multiple device permissions to ensure proper functionality. Due to the tight deadline, the Emergency Alert to Banks and SOS Mode were deferred to a subsequent version.
I started by creating wireframes to establish the organization of screens at both the component and content levels.Through multiple feedback sessions and iterations with stakeholders, the designs were refined to address usability concerns and brand consistency. This process ensured alignment, enabling the successful launch of the MVP within 5 months.
DESIGN PROCESS
03.
Usability Testing
The Head of Design and I conducted moderated usability tests with 8 participants aged 60 and older, revealing positive feedback on the value proposition. While the app achieved a 75% success rate across usability and navigation criteria, friction arose due to skepticism around device permissions.
Based on these findings, we decided to restructure the app, prioritizing features that scored highly in the Kano Model while requiring fewer device permissions. This approach aimed to deliver a faster and more engaging "Aha!" moment for users, enhancing adoption and reducing initial barriers.
DESIGN PROCESS
04.
Pivoting and Launching a New Version
Based on the research findings, we reorganized the features and decided to implement a security progress bar to guide users through the next best action. This progress bar was designed to help users gradually enhance their security, aiming to reduce Time to Value while boosting engagement and the overall experience. Leveraging the LIFT framework, I refined the UX/UI strategy that led to a 50% reduction in onboarding steps, significantly enhancing user experience.
DESIGN PROCESS
05.
Accessibility
To improve accessibility, we decided to update the primary color from the initial version to enhance the contrast ratio. I then refined the components and style guide to reflect these changes and collaborated with developers to ensure a seamless implementation.
Impact and Achievements
To meet the 5-month deadline for the new version and present to investors, we streamlined the app by removing the progress bar and prioritizing features such as the Security Checklist and New Scams Alert, integrating a free support channel for victims, and adding fraud insurance coverage for instant money transfers and credit cards.
As of today, the app holds a 4.6-star rating on the Google Play Store and is also available on the Apple App Store.
In 2024, we received recognition with 3 Brazilian Design Awards in the categories of Strategic Design, Service Design, and Positive Impact.
Thank you for reading!
Let's connect!