{"id":5066,"date":"2023-08-13T13:37:00","date_gmt":"2023-08-13T13:37:00","guid":{"rendered":"https:\/\/apadmi.com\/insights\/does-less-friction-mean-more-fraud-in-financial-services\/"},"modified":"2026-07-23T11:13:03","modified_gmt":"2026-07-23T11:13:03","slug":"does-less-friction-mean-more-fraud-in-financial-services","status":"publish","type":"insight","link":"https:\/\/www.apadmi.com\/en-nl\/insights\/does-less-friction-mean-more-fraud-in-financial-services\/","title":{"rendered":"Does less friction mean more fraud in financial services?"},"content":{"rendered":"<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"flex flex-col items-center-safe gap-18 md:gap-8 block-inset-x pt-64 pb-64\">\n\t<h1\t\tclass=\"uppercase text-36 md:text-64 leading-none font-black text-balance max-w-3xl text-center\"\n\t>\n\t\tDoes less friction mean more fraud in financial services?\t<\/h1>\n\n\t\n\t<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<img\n\tsrc=\"https:\/\/www.apadmi.com\/uploads\/2026\/07\/abstract-orange-building-blue-sky-lamppost.webp\"\n\talt=\"\"\n\tclass=\"object-cover aspect-2\/1 mid:aspect-cinema rounded-16 bg-(--img-avg-color)\"\n\t\t\tdata-brightness=\"dark\"\n\t\tstyle=\" --img-avg-color: #766148;\"\n\/>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root\"\n\t\t>\n\t<div class=\"wrap:grid wrap:grid-cols-[1fr_minmax(0,90rem)_1fr] *:col-2\">\n\t\t<div class=\"block-inset-x group\/bodyCopy flex flex-col mid:gap-y-16 max-w-xl box-content mid:mx-auto pt-64 mid:pt-72 pb-64 mid:pb-72\">\n\t\n\t\n\t\t\t<p class=\"text-pretty w-fill font-bold text-16 leading-minimal sm:text-20 not-first:mt-24 mid:not-first:mt-32\">\n\t\t\tTechnology and digital products are having to strike a balance between keeping customers happy and keeping fraudsters at bay.\t\t<\/p>\n\t\n\t\n\t<div class=\"flex flex-col gap-y-24 w-fill mt-44 mid:mt-24\">\n\t\t\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tFraud and financial services are long time bedfellows. The ever-changing landscape of fraudulent activity makes for an ongoing game of cat and mouse that is extremely hard for businesses to stay ahead of.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThere is a need for constant evolution from both a regulatory process and digital product point of view.&nbsp;<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe rapid onset of fintech has accelerated the adoption of digital products and as of June last year the valuation of FinTechs in Europe&nbsp;<a href=\"https:\/\/www.mckinsey.com\/industries\/financial-services\/our-insights\/europes-fintech-opportunity\" target=\"_blank\" rel=\"noreferrer noopener\"><u>represented almost \u20ac430 billion<\/u><\/a>, which is more than the combined market capitalisation of Europe\u2019s seven largest listed banks.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tIncreased digital activity has made life considerably easier from a customer perspective, but by the same token it also presents increased opportunities for fraudsters.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe amount of fraud loss in the UK in 2022 was \u00a31.2 billion, which was actually down from the previous year by 8%. But while the level of fraud is decreasing, the number of ways in which people are being defrauded is on the rise.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tLast year&nbsp;<a href=\"https:\/\/www.ukfinance.org.uk\/system\/files\/2023-05\/Annual%20Fraud%20Report%202023_0.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><u>according to UK Finance<\/u><\/a>, payment card fraud accounted for 45% of losses, but the perennial frontrunner was run close by APP (Authorised Push Payment) fraud which accounted for 40%. That\u2019s when people have been successfully persuaded to authorise payments to people they shouldn\u2019t.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tUnsurprisingly this isn\u2019t being taken lying down. Indeed it\u2019s not just on the financial services agenda, but&nbsp;<a href=\"https:\/\/www.gov.uk\/government\/publications\/fraud-strategy\/fraud-strategy-stopping-scams-and-protecting-the-public\" target=\"_blank\" rel=\"noreferrer noopener\"><u>also the government\u2019s<\/u><\/a>. An estimated \u00a330 billion will be spent on AML (Anti-Money Laundering) regulation alone in 2023, a quarter of which is on technology and a third on people.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThis combination of technology and people is important. We need technology, but we also need people to create and implement it. More on the human-tech relationship later.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tBut even with investment, other things are also getting in the way of fighting the good fight.<\/p>\n\n<h2\tdata-slug=\"more-barriers-means-more-frustration\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tMore barriers means more frustration<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tPutting up greater barriers with more layers of protection is increasing the number of steps customers have to go through and has the knock on effect of increased frustration and larger amounts of data to house, which is creating its own headaches.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThere is also the legacy effect. Historical processes often mean internal teams will be doing things in their own ways &#8211; different processes at different parts of the journey across on-boarding, transaction and&nbsp; authorisation stages, making things disjointed and creating silos.<\/p>\n\n<h2\tdata-slug=\"so-how-are-good-digital-products-and-technology-helping\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tSo how are good digital products and technology helping?<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tWhile the talk around ChatGPT and generative AI is deafening, the reality is financial services companies have been using AI and machine learning very effectively for some time to monitor the way people interact with digital products. The creation of behavioural proofs to back up identity and ensure customer activity is consistent with usual behaviour is now almost entirely automated.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tIt has become a volume game and automatic flags when traditional AI algorithms spot anything outside of the norm are already saving billions.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tApps are of course another area making a big difference. From the simple, straightforwardness of the Monzos and Starlings, to the land-grabbing Swiss Army knife super apps of Wechat, Kakao Talk and closer to home, Revolut.&nbsp;<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThey are easy to use and have a low barrier to entry, but&nbsp;<a href=\"https:\/\/www.appdome.com\/dev-sec-blog\/top-security-issues-of-super-apps\/#:~:text=One%20of%20the%20biggest%20risks,in%20protecting%20users%20and%20revenues.\" target=\"_blank\" rel=\"noreferrer noopener\"><u>there are doubts over their robustness<\/u><\/a>&nbsp;compared to the single use apps of longer standing banks which have built their heritage on security. Nevertheless, high expectations of easy customer journeys is exacerbating the ongoing struggle between maintaining high security levels but lowering barriers for customers.<\/p>\n\n<h2\tdata-slug=\"humans-can-be-the-weakest-link\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tHumans can be the weakest link<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tFinancial services are striving to meet human demand by making journeys as easy as possible, but often it can be humans which are the weakest link in the chain, as already demonstrated by the rise in APP fraud as mentioned earlier.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThis is compounded by the expectation of both increased personalisation and the desire to make our banking journeys as easy as possible.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tStandard processes to combat fraud are a thing of the past. There is no longer one size fits all on either side of the coin &#8211; for customers or for businesses.<\/p>\n\n<h2\tdata-slug=\"personalisation-works-both-ways\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tPersonalisation works both ways<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tCustomers expect banks to know who they are and what their needs are and deliver a tailored experience accordingly. Similarly, banks are expected to put in place measures to know with absolute certainty that the person on the other end of a transaction is actually who they say they are.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tCoercive behaviour or social engineering is very effectively creating situations where a fraudulent transaction feels normal to the customer. Half the battle can be convincing people that the transaction they are trying to make is actually untrustworthy.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tTechnology in the shape of well-crafted and closely monitored digital products can help to combat that.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tTracking usual behaviours and mapping interactions including movements across a page, scroll speed, keystrokes and mouse movements all helps to build up a pattern of behaviour personal to an individual. Personalisation isn\u2019t just about making the customer feel good about their experience, it\u2019s also helping organisations to detect abnormal activity.&nbsp;<\/p>\n\n<h2\tdata-slug=\"educate-with-positioning-and-good-ux\"\n\tclass=\"text-balance font-black uppercase text-18 leading-tight sm:text-28 text-start\"\n>\n\tEducate with positioning and good UX<\/h2>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThere\u2019s also an opportunity to be creative with the way in which warnings are presented to customers. Standard messages and questions asking\u00a0 whether we \u201creally want to make this payment\u201d can quickly be ignored when seeing them for the third or fourth time.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tEducation and positioning is key to avoiding blindness to necessary reminders. Good copy and interesting approaches to UX can go a long way to helping users re-engage with steps which are essentially there to maintain the levels of security we all expect.<\/p>\n\n<p class=\"*:link:underline text-16 md:text-18 leading-minimal md:leading-[1.4] text-start\">\n\tThe struggle between maintaining the easy experiences which have made managing our money easier, while also fighting fraud in financial services isn\u2019t going away anytime soon. But having the right digital products in place can help move towards not just being friction-less, but friction-right.<\/p>\n\t<\/div>\n<\/div>\t<\/div>\n<\/div>\n\n<div\n\tclass=\"overflow-x-clip text-on-background flow-root bg-orange-300\"\n\t\t\tdata-theme=\"orange-light\"\n\t\t>\n\t<div class=\"\">\n\t\t<div\n\tclass=\"py-64 md:py-144 block-inset-x flex items-center justify-center relative isolate overflow-clip js-block-flagship\"\n\tdata-theme=\"default\"\n\t>\n\t\n\t<div class=\"max-w-7xl max-mid:max-w-xl bg-background rounded-28 p-32 flex flex-col md:flex-row gap-32 text-on-background md:items-center w-fill sm:w-fit md:w-fill\">\n\t\t<img\n\tsrc=\"https:\/\/www.apadmi.com\/uploads\/2026\/07\/Apadmi-logo-white-square-rotation.webp\"\n\talt=\"Apadmi logo on an orange background\"\n\tclass=\"object-cover aspect-2\/3 sm:aspect-3\/2 rounded-20 sm:max-w-xl md:max-w-md max-md:mx-auto max-md:w-fill bg-(--img-avg-color)\"\n\t\t\tdata-brightness=\"light\"\n\t\tstyle=\" --img-avg-color: #FC753D;\"\n\/>\n\t\t<div class=\"sm:max-w-xl max-md:mx-auto\">\n\t\t\t<h2\t\t\t\tclass=\"text-36 md:text-44 leading-none font-black uppercase text-balance\"\n\t\t\t>\n\t\t\t\t<span class=\"sr-only\">Let&#8217;s build what&#8217;s next<\/span>\n\t<span aria-hidden=\"true\">Let&#8217;s build what&#8217;s next<\/span>\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t<p class=\"mt-20 md:mt-16\">\n\t\t\t\t\tWe work with ambitious organisations to design, build, and scale digital products that solve real problems, improve customer experiences, and deliver measurable impact.\t\t\t\t<\/p>\n\t\t\t\t\t<\/div>\n\n\n\t\t<a\thref=\"\/en-nl\/contact\"class=\"focus:outline-hidden focus-visible:outline-auto transition uppercase leading-none outline-offset-8 disabled:grayscale disabled:pointer-events-none select-none px-24 py-18 rounded-full font-semibold text-16 bg-accent text-on-accent hocus:bg-on-accent hocus:inset-ring hocus:inset-ring-accent hocus:text-accent button max-md:mt-24 md:ml-36 max-md:mx-auto shrink-0\">\n\t\n\t<span class=\"\">\n\t\tContact Us\t<\/span>\n\n\t<\/a>\t<\/div>\n<\/div>\t<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":13,"featured_media":1034,"template":"","meta":{"es_utils_meta_schema":"","esPageTheme":"default","esPageBackground":"","footnotes":""},"class_list":["post-5066","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Does less friction mean more fraud in financial services? 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