call detector
An iOS scam detect plugin
Duration
7 Weeks
Jan. - Feb. 2022
Roles
UX/UI design

Prototype
User testing
Link
MFA thesis →
Call Detector is an ios plug-in that identifies scams in instant calls through data analysis.
Content
This project is part of my MFA thesis →, in which I aimed to explore “how might we spot scams when it happens”.
Aim
Digital products can advance in technology influence and shape for good. With this project, I want to ideate a new mobile experience based on current trends in technological influences can significantly reduce the possibility of being scammed.
outcome
All users found it helpful.
Conducting user testing with over 10 new immigrants in the US, all testers rated that this plugin will be very helpful in spotting scam calls and easy to use. They saw the value of how the detection result helped them understand why the call is a scam and prevented future calls by showing details of scam indicators.
METHODOLOGY
Why is this problem?
Normally, we look on our phone and see the "scam likely" prompt, and then we hang up. These types of scams are easy to spot, and trickier are those that use technology to confuse people. The people who got scammed are not dumb; scammers are effective because they are so professional and have strong technical support. Advancements in technology make it cheap and easy to make massive numbers of robocalls and to "spoof" caller ID information to hide a caller's true identity.
Key insights
Blocker service and caller ID authentication provided by the communication company is not working effectively as recent immigrants expected.
Said by a frustrated recent immigrant, "there is no practical way to block scam calls even after I download the blocker app." Even if all major providers participate in call verification, it still might not make a dent in the number of robocalls. The six largest carriers — Verizon, AT&T, T-Mobile, Sprint, Comcast and CenturyLink — only account for about 13% of scam robocalls, according to a March report by Transaction Network Services.
It's difficult for new immigrant to identify even the most common scam calls.
One of the most common scams that immigrants face is the imposter scam. The scammer always pretends to be calling them from a government agency, and sometimes, the caller ID is correct as shown on the official website. How could an immigrant who lacks social norms possibly identify such a caller as a scammer?  
Opportunity
How might we design a better way for recent immigrants who harassed by various kinds of suspicious phone scams to identify scam calls?
Ideation
A scam detector app designed for recent immigrants to distinguish scam calls immediately. Users turn on the alert feature on the home page and set up the alert through SMS, call reminder, or notification pop-up. The app will analyze the conversation when users receive an unfamiliar call and alert the suspicious scam script. After hanging up, users can review the analytic report.
Problems with lo-fi wireframes
1. Reviewing the lo-fi wireframes, I found where I landed was a bit broader to help inform and collect a variety of scams. It would make more sense to be a separate iOS plugin since Apple already screens for potential spam calls.
2. It's unclear how the calling alert will interrupt scam calls. Users need a landing page with simple instructions to clarify how a calling alert works.
User testing
Create research brief
Assumptions: Users want to confirm whether there is a scam call quickly; They need to be interrupted when they don't realize it; They want to know why it's a scam call.
Learning objectives: Do users know how to start detecting scams? What if users don't notice alerts while not looking at their phone screens? How can users be sure that what it detects is correct?
Synthesis
positive feedbacks
1. All testers rated that this would be very helpful in spotting scam calls and were able to complete all tasks and rated each task as straightforward.
2. All testers expressed strong approval of the analysis results page. One of the 4 testers strongly suggested hoping to go a step further, report the call, and track down the scammer behind the number.
Negative feedbacks
1. All testers were confused in custom audio alert settings as the unclear onboarding page couldn't explain how this would work.
2. All testers were confused about the name of the calling alert, but they all agreed it was an excellent way to interrupt the conversation.
Solution
Default alert
When receiving an unfamiliar call, the user clicks the "scam detect," and a verbal notification will inform the caller that the call will be recorded. At this point, the scammer is likely to hang up because getting through to the “scam detect” user would be more trouble than it is worth. Once a suspicious conversation is detected, the system generates a pop-up notification. After multiple pop-ups, the system will automatically end the call.
audio alert setting
Users can select a default audio alert or create a voicemail to interrupt the suspicious scam call when it happens.
Audio alert
It can suspend the conversation even if the user doesn't notice the pop-up notification. After hanging up the phone, a pop up window will guide the user to view the detection result.
Detection result
The informative detection results to explain why the call is a scam and prevents future calls by showing details of scam indicators. Because it’s an ios plug-in, it’s easy for a non-native speaker to set their language while still detecting multilingual scam scripts.
Thoughts & Takeaways
Call Detector is a special project for me that resonates with my life experiences. I'm always afraid to answer unknown or unfamiliar numbers because I don't want to be scammed. It's a great way to avoid scam calls, but sometimes I can't say no to all of them for some reason. Therefore, I am delighted that the user testing of this project was very successful. Even if there were still issues, testers were generally satisfied with this solution, especially for the detection results page. If this iOS plugin comes true, I believe it can help many people reduce their fear and stay away from scam calls.
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