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Revolut · Financial Crime

Designing high-stakes FinCrime journeys

I led design initiatives across scams, fraud, screening and compliance. The work covered customer experiences in Revolut Retail and Business, alongside the internal tools used to investigate and resolve cases.

This was not ordinary feature design. Every flow had to protect customers, satisfy regulatory requirements and remain understandable during a stressful moment. A confusing question could increase support demand. A missing detail could delay an investigation. The wrong decision could restrict a legitimate customer.

Role
Product Designer, FinCrime
Scope
Retail, Business and internal operations
Platforms
Mobile and web
Partners
Product, engineering and data science
Leadership
Weekly reviews, including a CEO presentation
Period
Apr 2025 to Oct 2025

The scope at a glance

16

financial crime processes designed across the ecosystem

15.5k

monthly cases in the largest named workflow

137

fewer support chats each week in Transaction Screening

Designing for two people at once

Every FinCrime journey served two users. The customer needed a calm explanation, a clear request and a fair path forward. The investigator needed accurate evidence, the right context and a process that could stand up to regulatory scrutiny.

Optimising only one side created problems for the other. Asking for everything made the customer experience overwhelming. Asking for too little created manual work and delayed decisions. My job was to find the smallest clear journey that still produced the evidence operations needed.

Safety and access

Protect the account without treating every legitimate customer like a criminal.

Clarity and secrecy

Explain what a customer must do without exposing detection rules.

Speed and evidence

Reduce friction while collecting enough information for a sound decision.

How I approached the work

I began by learning the control, its regulatory purpose, the existing FinCrime patterns and the operational journey behind the customer interface. That context mattered because a locally elegant screen could still break the wider process.

  1. 01

    Understand the control

    Work with product and subject-matter experts to understand the risk, policy and required evidence.

  2. 02

    Trace the whole journey

    Connect the trigger, customer communication, evidence collection, internal review and final resolution.

  3. 03

    Design the difficult states

    Work through unclear answers, missing documents, interrupted flows, restrictions, appeals and support hand-offs.

  4. 04

    Review and refine

    Align with engineering and data science, contribute reusable patterns, then take key decisions into weekly leadership reviews.

Working across the FinCrime system

The breadth of the work changed how I thought about consistency. Retail and Business customers had different needs, but they should not have to relearn how Revolut asks for information every time a new control appears. I reused and contributed patterns through the FinCrime Design Library while preserving the specific evidence each process required.

Customer protection5 journeys

Fraud and account protection

I designed reporting and recovery journeys that helped customers explain what happened, secure their account and provide operations with useful evidence.

  • Authorized fraudRetail and Business
    10.2k users/month
  • Unauthorized fraudRetail and Business
    7.5k users/month
  • Card fraud
    15.5k cases/month
  • Account takeover
    6.6k users/month
  • Issuing fraud
    3.6k cases/month
Regulatory journeys6 controls

Screening and compliance

I translated complex controls into clear requests, status updates and resolution paths without weakening the evidence required for a decision.

  • Customer name screeningRetail
    6k cases/month
  • Sanctions exposure check
    1.2k cases/week
  • Anti-money laundering check
    150+ cases/month
  • Transaction monitoring
    548 chats
  • Transaction screening
    137 fewer chats/week
  • Customer due diligenceRetail and Business
Detection systems3 initiatives

Monitoring and detection

I connected automated detection, customer communication and internal review so an alert could move through one coherent response.

  • Blockchain monitoringRetail and Business
  • Real-time monitoringRetail
  • AI-powered fraud detectionInternal tooling

These figures show the scale of the workflows, not design impact by themselves. The Transaction Screening support reduction is the clearest measured outcome I can share publicly.

What changed

Across six months, I helped turn fragmented requirements into coherent customer and operational journeys across mobile, web and internal tools. The work reduced support demand in Transaction Screening by 137 chats per week, strengthened the shared FinCrime pattern library and gave teams reusable foundations for future controls.

Just as important, the role changed the level at which I design. I learned to treat policy, operations, data and customer communication as parts of one product. The interface is only the visible edge of that system.

Six colleagues standing in front of the Sagrada Família in Barcelona
Complex financial crime work depended on close collaboration across product, engineering, data, operations and design.

What I carried forward

01

Design the system, not only the screen. A customer step is only successful when the operational hand-off also works.

02

Clarity is part of risk control. Better explanations improve completion, evidence quality and trust.

03

Edge cases are the main journey. In FinCrime, exceptions are frequent enough that they must shape the product from the start.