Design principles

Build trust by shouldering the burden

These design principles guide our delivery team in making informed decisions grounded in research. They also provide a framework to measure decisions against based on research we’ve done with victims of cybercrime and fraud. These could evolve as we learn more about people’s needs.

Support

Support me by listening without judgement, responding with care, and showing me that I’m not alone.

• Acknowledge me and believe me
• Use clear but empathetic language
• Only ask me what is necessary
• Tailor responses to my situation
• Reassure me that it’s not my fault
• Connect me to the other services I need

Guidance

Guide me through this process to confirm that I am on the right path for me.

• Provide clear instructions and examples
• Point me towards the next steps
• Do the heavy lifting in the background
• Give me advice on how to stay safe
• Help me stop ongoing losses
• Confirm I am on the right path

Transparency

Be transparent so that I can have realistic expectations and understand the value of reporting.

• Give me immediate feedback
• Provide me with a way to track progress
• Explain what you need from me and why
• Give me a reason to report
• Be open about the process and follow-up
• Give me a reason to tell others to use this

Flexibility

Offer me flexibility to ensure I’m served the best way, while keeping up with the ever-changing landscape.

• Offer the right channel for my needs
• Let me tell my story at my own pace
• Use words that resonnate with me
• Accept my feedback and suggestions
• Iterate with trends and new learnings
• Evolve the service ahead of criminals