Michelle | Head of Fraud and Complaints Experience | Santander
Real results in moments that matter
Behaviour Science Accredited Scam Specialist.
Science that breaks through. Design for lasting impact.
Behavioural Science to Break through
Disrupt the scammers' psychological hold with proven behavioural science.
Create Lasting Change
Embed the science across your operation and interactions with cutting edge service design.
Applied AI expertise
Apply AI with behavioural science safely - to improve scam outcomes and refocus resource.
See how others are stopping more scams
How others protected their customers with behavioural science and service design
Short reads and insight into 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
Shift
Quick boosts
1-5 days
Get rapid insight into opportunities, design ideas and prototypes to boost your scam prevention.
Example activities :
Behaviour Audit
Your opportunities to lower scam compliance summarised
Design Sprints
From Discovery to working Prototype in short, interactive team sessions
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 :
Journey Re-design
Priority digital, call or in person journey identified and re-shaped with Behaviour science to stop more scams
Service Blueprinting:
Map interactions, how they fit together and perform, what makes them happen with recommendations to reshape.
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 :
Operational Transformation
Interactions and their support network overhauled to apply behaviour science during every moment that matters.
Digital Transformation
Digital journeys, design systems and design skills get Behaviour science embedded for lasting change.
Behaviour Science Accredited - Scam Specialism
IDEO Design Thinking accredited
Large Scale Scrum Practitioner
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 behavioural science research too. Research into AI chatbots for scam prevention is a current, exciting example.
Service Design embeds the Science
Every interaction provides an opportunity. We 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 behavioural science and rooting out scams at every interaction.
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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