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Identity Theft Report

human-centered design | service design | visual design | talking to users

I worked on a small team to figure out how we might make it easier for identity theft victims to report the crime to law enforcement and businesses.  We spoke with people who touch this issue from all angles: identity theft victims, federal and local law enforcement, credit bureaus, fraud departments within businesses, and victim advocates.

 By talking to victims and stakeholders we learned that the form the FTC provided to victims had the potential for significant improvements in credibility, flexibility and authentication.  These conversations helped us to identify what information was most important and what aspects of the current form were not working.

By talking to victims and stakeholders we learned that the form the FTC provided to victims had the potential for significant improvements in credibility, flexibility and authentication.

These conversations helped us to identify what information was most important and what aspects of the current form were not working.

 After several iterations, we proposed to retire the blank print form and develop a new Identity Theft Report that is only produced after a victim completes a report to the FTC (either online or by phone).  The new format introduces many improvements but most importantly, it now carries the weight of an official report to a law enforcement agency.  Our proposal was significant but readlily accepted because its usefulness and impact were validated by our research. The new form launched in October 2016.

After several iterations, we proposed to retire the blank print form and develop a new Identity Theft Report that is only produced after a victim completes a report to the FTC (either online or by phone).  The new format introduces many improvements but most importantly, it now carries the weight of an official report to a law enforcement agency.

Our proposal was significant but readlily accepted because its usefulness and impact were validated by our research. The new form launched in October 2016.