Counteracting Fraud Through
Strategic Pre Authentication
Reduced fraudulent activity while protecting user trust and conversion.
Redesigned charging flow introducing pre authentication and card holds, directly reducing fraudulent transactions.
The Challenge
Fraudulent charging activity was increasing among GRIDSERVE app users, impacting revenue, operational cost, and customer trust. The challenge was to introduce stronger authentication without increasing friction or negatively affecting legitimate users.
Team
Worked within a cross functional team including product management, iOS and Android engineering, QA, and client stakeholders.
Revenue loss trend analysis identifying fraud patterns and shaping the authentication strategy.
The Approach
Risk Analysis
Analysed fraud patterns and behavioural data to identify weaknesses in the existing charging flow, pinpointing where abuse was occurring.
Pre Authentication Strategy
Designed a pre authentication layer within the charging journey, validating intent before high risk actions could occur.
Behavioural UX Refinement
Redesigned hold logic to align with real user behaviour, reducing unnecessary repetition while maintaining security controls.
Project Challenges
Balancing Security and Usability
Strengthened authentication without introducing unnecessary friction or abandonment.
Stakeholder Sensitivity Around Risk
Aligned product, engineering, and business stakeholders around a solution that protected revenue without harming conversion.Behavioural Edge Cases
Designed flows that accounted for misuse patterns while preserving clarity for legitimate users.
Measurable decline in fraudulent revenue after introducing pre authentication.
Translated fraud data into a clear product strategy
Reduced friction by redesigning session hold logic
Preserved charging completion rates while introducing stronger controls
Strengthened cross team alignment around measurable risk reduction
Payment flow redesigned to introduce pre authentication and reduce risk.
Outcomes
Reduced fraudulent charging attempts
Maintained high completion rates across legitimate sessions
Decreased support cases linked to authentication confusion
Increased confidence in the charging journey
Delivered in close partnership with product leadership, engineering, QA, and client stakeholders.