In 2023, I owned UBL’s sign-up and login redesign in response to the State Bank of Pakistan’s fraud prevention requirements. The app saw 36 fraud cases a day, costing customers about four million rupees daily. I studied how fraudsters moved through our journeys and redesigned sign-up, login and password recovery.

The solution combined biometric checks on new devices, phone-approved internet banking and a two-hour wait after major account changes, with fallback routes at branches and the contact centre. 95% of more than two million users switched without trouble. Daily app fraud fell to zero by March 2024.