A content design system for a high-stakes banking flow where customers needed clarity, reassurance, and next steps they could trust.

The problem

• Fraud disputes are emotionally loaded. Customers are worried about money, timing, responsibility, and whether the bank believes them.

• The flow needed to explain what happened, what the customer should do next, and what the bank would do — without sounding defensive or vague.

• I built a defensible content framework so teams could make consistent decisions across warnings, triage, confirmations, and status updates.

Content system

The system clarified severity, set expectations, named timelines, and used plain language to reduce uncertainty. It gave stakeholders a shared way to judge whether a message was helpful, accurate, and calm enough for the moment.