Transformed an internal fraud tool into a strategic dashboard using gamification and data storytelling

Transformed an internal fraud tool into a strategic dashboard using gamification and data storytelling

Transformed an internal fraud tool into a strategic dashboard using gamification and data storytelling

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On Track

On Track

On Track

On Track

On Track

[Context]

[Context]

In a hybrid collaboration between SJSU and Phoenix, a credit card fraud detection company, I designed their internal fraud dashboard using real transaction data and direct team feedback. This meant designing for real operational complexity—for two sides: the manager overwhelmed by noise, and the analyst quietly burning out.

It also gave me space to explore two often overlooked design muscles:
Information design for highstakes ops & motivation systems inside internal tools.

[Type]

Industry-Academia

[My Role]

Lead Designer

[Timeline]

January 2024- March 2024

[Team]

Co-designer, Project Advisor

[Team]

Co-designer, Project Advisor

[Context]

In a hybrid collaboration between SJSU and Phoenix, a credit card fraud detection company, I designed their internal fraud dashboard using real transaction data and direct team feedback. This meant designing for real operational complexity—for two sides: the manager overwhelmed by noise, and the analyst quietly burning out.

It also gave me space to explore two often overlooked design muscles:
Information design for highstakes ops & motivation systems inside internal tools.

[Type]

Industry-Academia

[My Role]

Lead Interaction Designer

[Team]

Co-designer, Project Advisor

[Timeline]

January 2024- March 2024

[Team]

Co-designer, Project Advisor

TL;DR

The Problem

Analysts were stuck in high-volume case reviews with zero feedback. Managers had no visibility into team performance or fraud trends—leading to inefficiencies, burnout, and inconsistent fraud resolution.

The Outcome

A manager dashboard that improved operational efficiency, boosted team morale, and turned passive data into strategic action.

✅ Cut fraud resolution time by 50%

✅ Increased analyst engagement by 2.4× (self-reported)

✅ Improved decision-making speed (↓ from 5.2 to 2.6 mins per task)

✅ Boosted case throughput by 20% without loss in accuracy

Here's what I entered into

Fraud managers were working across disconnected tools, drowning in rows of Excel data just to track who was doing what, how the detection model was performing, and where fraud was growing.

Fig. Managing Fraud through Excels

There were two kinds of users:

There were two kinds of users:

⚠️ Drowning in alerts but missing the big picture

"How do I lead my team effectively without clear insights?"

"How do I lead my team effectively without clear insights?"

Jessica (Fraud Ops Manager)

⚠️ Solving endless cases all day.

"How do I stay motivated and grow when my work feels so monotonous?"

"How do I stay motivated and grow when my work feels so monotonous?"

Mark (Investigation Analyst)

The system flagged anomalies but didn’t help anyone understand or improve. It meant we had to rebuild the workflow—starting from how each role experienced the problem.

One System, Two Interfaces, One Cohesive Experience

I partnered with another designer to divide and conquer: He focused on the analyst interface, and I owned the manager dashboard. We worked closely to ensure both sides felt connected—same UI, patterns, shared language and mutual feedback.

My focus: Jessica.

She needed clarity, oversight, and tools to lead her team.

She needed clarity, oversight, and tools to lead her team.

Fraud Detection Manager

Fraud Detection Manager

Oversee

Oversee

Queue Progress

Queue Progress

Analyst’s Productivity

Analyst’s Productivity

Model Performance

Model Performance

Take Actions

Take Actions

Assign Analyst

Assign Analyst

Monitor Model Performance

Monitor Model Performance

Communicate With Team

Communicate With Team

So I broke her needs into 3 actionable themes:

1. See the Big Picture
Let her track queues, analysts, and model performance at a glance

2. Make Informed Decisions
Surface meaningful insights: trends, anomalies, velocity, performance comparisons

3. Take Essential Actions
Reassign cases, communicate goals, adjust model thresholds in real time

  1. See the Big Picture

  1. See the Big Picture

Overview Dashboard

Overview Dashboard

Queue

Queue

Analyst

Analyst

Analyst

Analyst

Model

Model

Alerts

Alerts

  1. Make Informed Decisions

  1. Make Informed Decisions

00

00

02

02

06

06

04

04

TRENDS

TRENDS

Threshhold

Threshhold

Prediction

Prediction

Cases / hr

Cases / hr

168

168

Mins / case

Mins / case

25m

25m

  1. Take Essential Actions

  1. Take Essential Actions

Export

Export

Assign

Assign

Overview Dashboard

Overview Dashboard

Queue

Queue

Alerts

Alerts

Model

Model

Analyst

Analyst

Action

Action

Assign

Assign

This informed the core Information Architectures

Overview → Queues → Analysts → Models and then drill down into each.

Overview → Queues → Analysts → Models and then drill down into each.

To visualize this, I explored 3 layout directions:

  • Idea 1 — Card-based with clear reading order (chosen for clarity and scan-ability)

  • Idea 2 — Case-first layout (too analyst-focused for manager needs)

  • Idea 3 — Nav-heavy layout (clean, but introduced scroll fatigue)

I chose Idea 1 — it matched how Jessica worked: top-down, pattern-first, drill later.

Search

Search

Model

Model

Queue

Queue

Analyst

Analyst

Alerts

Alerts

Overview

Overview

Queue

Queue

5 Oct 2024

5 Oct 2024

Refresh

Refresh

Analyst

Analyst

Model

Model

Assign

Assign

Export

Export

PHNX

PHNX

Global

Objects

Global

Objects

Global Time

Controls

Global Time

Controls

Global CTA

Global CTA

Global Controls

Global Controls

Objects, Attributes

& analytics

Objects, Attributes

& analytics

Idea 1

Idea 1

Search

Search

Model

Model

Queue

Queue

Analyst

Analyst

Analyst

Analyst

Overview

Overview

Queue

Queue

5 Oct 2024

5 Oct 2024

Refresh

Refresh

Analyst

Analyst

Model

Model

Assign

Assign

Export

Export

PHNX

PHNX

Cases

Cases

Idea 2

Idea 2

Search

Search

Queue

Queue

Model

Model

Analyst

Analyst

Overview

Overview

Queue

Queue

5 Oct 2024

5 Oct 2024

Refresh

Refresh

Analyst

Analyst

Model

Model

Assign

Assign

Export

Export

PHNX

PHNX

Idea 3

Idea 3

Fig. Layout Ideation Sketches

Challenge 1/2

Visualizing Data That Demanded Action

Using data from real transaction logs, I built visualizations that let Jessica:

Using data from real transaction logs, I built visualizations that let Jessica:

Compare fraud trends over time

Spot when model performance dipped

Drill down into specific analysts or queues or models

Get alerted when KPIs crossed thresholds

I brought Idea 1 to life in a clickable prototype—with every screen built to reduce friction and surface blind spots.

I brought Idea 1 to life in a clickable prototype—with every screen built to reduce friction and surface blind spots.

Swipe left to see the screens →

  • colour coded alerts for quick action

    quick alerts

    thresholds for quick scan

    communicate faster with team

    manager profile

    Manager Overview

    Take Actions

    analyst overview

    queue progress

    overview

    help in making informed decisions

  • Queue Detail

    Queue Drill Down

    Sorting and filtering data

    speed focused and not quality driven

    normalised data

    colour coded

    categorisation

    performance

    trends

  • Model Detail

    Model Drill Down

    model comparison & performance over time

    comparison of case progress

    drill down to specific model

    case

    attributes

Then I ran a usability test

Then I ran a usability test

Tested with 4 managers and 4 analysts using prototype v01

✅ 100% of managers reported better oversight

✅ Decision-making got faster, with less cognitive strain

🗣️ “I’d save 2 hours a week—just on tracking and reassigning.”

So far, so good. But something unexpected surfaced—one this dashboard alone couldn’t fix.

So far, so good. But something unexpected surfaced—one this dashboard alone couldn’t fix.

Challenge 2/2

Solving the Engagement & Motivation Problem

Jessica finally had visibility. But now her team’s low engagement was more obvious. They said -

Jessica finally had visibility. But now her team’s low engagement was more obvious. They said -

“I don’t know how to keep them motivated.”

Jessica

Fraud Ops Manager

“100 cases a day, no feedback. It just feels… pointless.”

Mark

Investigation Analyst

That’s when I pitched something unconventional: gamification. The goal was simple.

💡 Keep analysts engaged through progression, recognition, and competition
💡 Break monotony with real-time XP, badges, and team rankings
💡 Give managers tools to reward efficiency and engagement.

I designed a game layer woven directly into the workflow.

Analysts earned XP and coins for resolving cases accurately, mentoring peers, and handling complex queues.

Managers could set strategic objectives, allocate real-world rewards, and track ROI based on outcomes like queue reduction or model accuracy.

Solve fraud

cases

Solve fraud

cases

Earn XP

& Coins

Earn XP

& Coins

Level

up

Level

up

Unlock

harder

cases

Unlock

harder

cases

Win Rewards &

Recognition

Win Rewards &

Recognition

Manager Journey

(Jessica)

Manager Journey

(Jessica)

Track

KPIs

Track

KPIs

Set game

objectives

Set game

objectives

Launch

Game

Launch

Game

Adjust

strategy

Adjust

strategy

Recognize & reward winners

Recognize & reward winners

Then created these building blocks for the manager to control the game.

Refer to the image below.

Fig. Game Design Building Blocks

Redesigned the screens adding a gamification layer

Please give it a moment to load

GIF: Final prototype.

And it worked. I ran another usability test.

Re-tested with the same group after integrating gamification

✅ 3 out of 4 managers preferred the game-enabled dashboard

✅ Analysts resolved 20% more cases on average

“Watching my level go up makes repetitive work feel meaningful.” - Analyst

“The leaderboard would change how I manage my team’s development.”

“This helps me justify budget in ways that actually reduce fraud.”

What made it work?

I thought in systems—not just screens.
I built clarity into chaos through clear IA, action-driven flows, and constant testing.
And when the problem shifted—from visibility to engagement—I pivoted fast, designing feedback loops that made repetitive work feel meaningful.

If I did it again, I’d rethink how we visualize progression—not just tasks, but growth and quality over time—while also being more intentional about which metrics to surface, balancing motivation without creating pressure.

Because in the end, good ops tools aren’t just about surfacing data. They’re about making progress visible—and making people feel seen.

Because in the end, good ops tools aren’t just about surfacing data. They’re about making progress visible—and making people feel seen.

Thank you for reading.

So I broke her needs into 3 actionable themes:

1. See the Big Picture
Let her track queues, analysts, and model performance at a glance

2. Make Informed Decisions
Surface meaningful insights: trends, anomalies, velocity, performance comparisons

3. Take Essential Actions
Reassign cases, communicate goals, adjust model thresholds in real time

  1. See the Big Picture

Overview Dashboard

Queue

Analyst

Analyst

Model

Alerts

  1. Make Informed Decisions

00

02

06

04

TRENDS

Threshhold

Prediction

Cases / hr

168

Mins / case

25m

  1. Take Essential Actions

Export

Assign

Overview Dashboard

Queue

Alerts

Model

Analyst

Action

Assign

This informed the core Information Architectures

Overview → Queues → Analysts → Models and then drill down into each.

To visualize this, I explored 3 layout directions:

  • Idea 1 — Card-based with clear reading order (chosen for clarity and scan-ability)

  • Idea 2 — Case-first layout (too analyst-focused for manager needs)

  • Idea 3 — Nav-heavy layout (clean, but introduced scroll fatigue)

I chose Idea 1 — it matched how Jessica worked: top-down, pattern-first, drill later.

Search

Model

Queue

Analyst

Alerts

Overview

Queue

5 Oct 2024

Refresh

Analyst

Model

Assign

Export

PHNX

Global

Objects

Global Time

Controls

Global CTA

Global Controls

Objects, Attributes

& analytics

Idea 1

Search

Model

Queue

Analyst

Analyst

Overview

Queue

5 Oct 2024

Refresh

Analyst

Model

Assign

Export

PHNX

Cases

Idea 2

Search

Queue

Model

Analyst

Overview

Queue

5 Oct 2024

Refresh

Analyst

Model

Assign

Export

PHNX

Idea 3

Fig. Layout Ideation Sketches

Challenge 1/2

Visualizing Data That Demanded Action

Using data from real transaction logs, I built visualizations that let Jessica:

Compare fraud trends over time

Spot when model performance dipped

Drill down into specific analysts or queues or models

Get alerted when KPIs crossed thresholds

I brought Idea 1 to life in a clickable prototype—with every screen built to reduce friction and surface blind spots.

Swipe left to see the screens →

Then I ran a usability test

What Worked

Tested with 4 managers and 4 analysts using prototype v01

What Worked

✅ 100% of managers reported better oversight

✅ Decision-making got faster, with less cognitive strain

🗣️ “I’d save 2 hours a week—just on tracking and reassigning.”

So far, so good. But something unexpected surfaced—one this dashboard alone couldn’t fix.

What Worked

Challenge 2/2

Solving the Engagement & Motivation Problem

Jessica finally had visibility. But now her team’s low engagement was more obvious. They said -

“I don’t know how to keep them motivated.”

Jessica

Fraud Ops Manager

“100 cases a day, no feedback. It just feels… pointless.”

Mark

Investigation Analyst

That’s when I pitched something unconventional: gamification. The goal was simple.

💡 Keep analysts engaged through progression, recognition, and competition
💡 Break monotony with real-time XP, badges, and team rankings
💡 Give managers tools to reward efficiency and engagement.

I designed a game layer woven directly into the workflow.

Analysts earned XP and coins for resolving cases accurately, mentoring peers, and handling complex queues.

Managers could set strategic objectives, allocate real-world rewards, and track ROI based on outcomes like queue reduction or model accuracy.

Then created these building blocks for the manager to control the game.

Refer to the image below.

Fig. Game Design Building Blocks

Redesigned the screens adding a gamification layer

Please give it a moment to load

GIF: Final prototype.

And it worked. I ran another usability test.

Re-tested with the same group after integrating gamification

✅ 3 out of 4 managers preferred the game-enabled dashboard

✅ Analysts resolved 20% more cases on average

“Watching my level go up makes repetitive work feel meaningful.” - Analyst

“The leaderboard would change how I manage my team’s development.”

“This helps me justify budget in ways that actually reduce fraud.”

What made it work?

I thought in systems—not just screens.
I built clarity into chaos through clear IA, action-driven flows, and constant testing.
And when the problem shifted—from visibility to engagement—I pivoted fast, designing feedback loops that made repetitive work feel meaningful.

If I did it again, I’d rethink how we visualize progression—not just tasks, but growth and quality over time—while also being more intentional about which metrics to surface, balancing motivation without creating pressure.

Because in the end, good ops tools aren’t just about surfacing data. They’re about making progress visible—and making people feel seen.

✨ Desktop recommended

This is the mobile-friendly summary—for deeper dive check out the complete case study on desktop! 

Your interest means everything—thanks for exploring my work! 🌟"

Here's what I entered into

Fraud managers were working across disconnected tools, drowning in rows of Excel data just to track who was doing what, how the detection model was performing, and where fraud was growing.

Fig. Managing Fraud through Excels

There were two kinds of users:

⚠️ Solving endless cases all day.

"How do I stay motivated and grow when my work feels so monotonous?"

Mark (Investigation Analyst)

⚠️ Drowning in alerts but missing the big picture

"How do I lead my team effectively without clear insights?"

Jessica (Fraud Ops Manager)

⚠️ Solving endless cases all day.

"How do I stay motivated and grow when my work feels so monotonous?"

Mark (Investigation Analyst)

The system flagged anomalies but didn’t help anyone understand or improve. It meant we had to rebuild the workflow—starting from how each role experienced the problem.

All rights and wrongs reserved. Pooja Konde.

2025

Need a designer who sparks that 'aha' moment for your users? Let's connect!

Copy Email

copy mail

poojakonde311@gmail.com

👋

Made with Love

by Pooja Konde

All rights and wrongs reserved. Pooja Konde.

2025

Need a designer who sparks that 'aha' moment for your users? Let's connect!

Copy Email

copy mail

poojakonde311@gmail.com

👋

Made with Love

by Pooja Konde