8 fraud journeys ran on 188 people across 40 systems, 115,000 cases a month. A case touched a system in 62 places, and could stall at any of them.
The discovery mapped every one of them through process walkthroughs, fraud journey workshops and a full systems inventory. The 62 collapsed to 3 intervention points, and the redesign came before any automation.
High-risk and vulnerable customers go to a person. The case view sits over the bank's own systems instead of replacing them. The regulatory chain stays intact.
An investigator's 13 steps across 6 systems became 5 steps in one case view, and one owner holds each decision.
An investigator opens one view, decides once, and the decision writes back to every system. Closing the case sends the customer's letter.