Using behavioral insights and experimentation to prevent APP fraud

10 February 2021 Zoom

Authorised push payments (APPs) occur when victims are persuaded to make payments from their account to an account that the criminal controls. The Contingent Reimbursement Model (CRM) Code came into force on 28 May 2019. The voluntary code sets out good industry practice for preventing and responding to APP scams . The Code also sets out requirements on firms to provide “effective warnings”, in payment journeys which are at risk of APP fraud. A recent thematic review of effective warnings undertaken by the Lending Standards Board, who governs the Code concluded that there was scope for improvement in the design of these warnings.

One of the key objectives of the Evaluation of CoP & CRM that we are currently consulting on, was to identify optimal warning interventions that increase consumer attention, increase identification of fraud and improve the overall consumer experience and impact of warnings.

In that context, we considered that it would be informative to commission consumer research based on behavioural science principles, the objective of which would be to identify improvements to warning interventions that are likely to increase consumer attention, identification of fraud and improve the overall consumer experience. These warnings were tested in a large-scale online randomised controlled trial, designed to provide robust evidence as to what works. The results of this research powerfully demonstrate that enhancements to warning interventions have potential to significantly increase PSU detection of APP fraud

Jesper Åkesson, Manging Director of The Behaviouralists, who undertook this research for us will present the results of this work. Professor John Gathergood, a leading expert in the field of Behavioural Science, who advised on the research design will also provide insights into what conclusions can be drawn from the findings.

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