Payment apps warn you on everything, so you stop reading the warnings.
Second Look runs inside a bank's own payment flow. It stays silent for ordinary transfers and speaks only when several unusual signals stack at once, then shows the specific things it noticed instead of asking if you're sure.
A generic warning fires on every new payment, so people learn to tap past it, and the one that matters gets dismissed with the rest. Bank transfers can't be undone, so that missed warning can cost someone their savings. Second Look spends its interruptions carefully, surfacing what the system noticed, that the account is three weeks old, that the name doesn't match, so the person can judge it against what only they know.
The design problem I took on was calibration: how rarely the system can afford to speak, what it shows when it does, and how it stays firm without frightening someone out of a legitimate payment. It's grounded in research on warning habituation, where attention drops off after only the second exposure.
Role
UX Designer & Researcher
Duration
Coming soon
Tools
01 / 06
What I set out to learn here, how I chose where to look, and what surprised me.
Image coming soon
What the image shows, and why it mattered at this point in the work.
The finding, with one concrete example rather than a summary of several.
02 / 06
What I decided the real problem was, and what I chose not to solve.
Image coming soon
What the image shows, and why it mattered at this point in the work.
The reframe, and the neighbouring problem I deliberately left alone.
03 / 06
What I considered, and what I rejected.
Image coming soon
What the image shows, and why it mattered at this point in the work.
The option I killed and the reason, which is worth more than the one I kept.
04 / 06
What I built, and the hard calls inside it.
Image coming soon
What the image shows, and why it mattered at this point in the work.
The decision that was difficult, and what I gave up to make it.
05 / 06
Who used it, and what broke.
Image coming soon
What the image shows, and why it mattered at this point in the work.
What changed because of it. If nobody used it, what I would test first and why.
06 / 06
What shipped, and what comes next.
Image coming soon
What the image shows, and why it mattered at this point in the work.
Where the work got to, and the question it leaves open.