Michelle | Head of Fraud and Complaints Experience | Santander
Real Results in Real Payments Journeys.
Behaviour Science Accredited Scam Specialist.
Science that breaks through. Design for lasting impact.
Behaviour Science to Break through
Disrupt the Scammers' psychological hold with proven Behaviour Science.
Create Lasting Change
Embed the Science across your Operation and Interactions with cutting edge Service Design.
Applied AI expertise
Apply AI with Behaviour Science safely - to improve scam outcomes and refocus resource.
Designed for you
Deep Financial Services and Payments expertise to tailor solutions to your goals and needs.
See how others are Stopping more Scams
See how others Protected their Customers with Behaviour Science and Service Design
Short reads and insight on Scam Psychology
On the BBC
Pete shares tips and insight on Whats App impersonation scams for BBC viewers
Short Read
Short tip series on using Behaviour Design to stop Scams
Deep Read
Read Pete's article on why we could all get scammed… and the cause for hope
Behaviour Science Accredited - Scam Specialism
IDEO Design Thinking accredited
Large Scale Scrum Practitioner
A new kind of Prevention dedicated to you.
Boosted by Behaviour Science .
A Behaviour Scientist will shape your customer interactions based on how people really think and act.
We've studied the psychology, and experimented to learn what works. From understanding what can reach people mid-click, to techniques that unwind deep, clawing scams once they've taken hold.
Your projects will benefit from our latest Behaviour Science research too. Research into Gen AI Chatbots for Scam prevention is a current, exciting example.
Service Design embeds the Science.
Every interaction provides an opportunity. Our team use cutting edge Service Design to be the strategist, the analyst and the innovator that shapes those interactions with you.
Including the important, behind the scenes processes and systems customers never see.
Balancing the need to prevent scams with providing a great experience for the majority with genuine payments to make.
This could mean we prioritise specific interactions to focus on. From evolving chatbots, to human agent training.
Or we can go broader and deeper. Crafting compelling digital payment journeys that reach those that normally tune out.
Or deeper still. Transformation that joins up App journeys, 3rd party products, SMS, IVR, call and chat so each works together. Applying Behaviour Science and rooting out scams at every interaction.
Shift
Quick boosts
1-5 days
Get rapid insight into opportunities, design ideas and prototypes to boost your scam prevention.
Example activities :
Shape
Focused impact
2 weeks - 2 months
A dive into your core Interactions with customers, with an opportunity prioritised, tested, and scalable designs delivered to reduce scams.
Example activities :
Transform
Broad Impact
Multi-month
Deep dive discovery spans your whole Detection and Prevention set-up. 2-3 opportunities designed, tested and iterated, and scams reduced.
Example activities :
Contact
Roll & Flow : Prevent
Stop scams with Science wired into every step
© 2025 Tamashii Design Ltd. All rights reserved. Roll & Flow and Roll & Flow : Prevent are trading names of Tamashii Design Ltd, registered in England and Wales (No. 16294814).
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