Cut fraud risk by redesigning how members protect their accounts

Launched a Security Center in 3 months, helping more members protect their accounts and reducing fraud-related support tickets.

Industry

Fintech

Audience

2.9 Members

Platform

Desktop/ Mobile Web

Overview

PenFed needed a way to help members understand and improve their account security. Over 70% were using weak settings, creating high risk for fraud. The Security Center was our answer, a simple, guided hub that helped users assess their security level and take action.

Role

I led end-to-end product design strategy, research, and prototyping. I paused the project upfront to challenge a 22-feature PRD that was unclear and unrealistic for our 3-month timeline. I ran alignment sessions with product, dev, and security teams to clarify scope and priorities. I also designed a custom, modular layout and a lightweight, non-animated gauge to unblock dev constraints and meet business expectations.

Challenge

We had a tight deadline, unclear documentation, and pressure to deliver features that weren’t feasible with our platform or resources. Executives expected a high-impact visual like an animated gauge, but we lacked the tech to deliver it on time.

Solution

I broke the work into manageable phases, proposed a flexible component-based layout, and introduced a simplified gauge system that visually updated without animation. I designed flows that guided members through improving their security one step at a time, keeping the experience simple and trustworthy.

My Impact

  • Turned a vague 22-feature scope into a focused MVP in 3 months

  • Unblocked devs and satisfied execs by designing a smart gauge workaround

  • Designed a scalable, member-friendly UX that reduced call volume and improved adoption