Background

A global financial services leader sought to explore new opportunities in the merchant fraud solutions market. They aimed to understand the evolving needs and pain points of merchants, particularly in the context of increasing digital transactions and sophisticated fraud tactics.

Our client was interested in leveraging their extensive data network to offer innovative solutions that could enhance fraud prevention and optimise payment processes. This initiative was driven by the need to stay competitive and provide value-added services to merchants across various regions, including the US, Europe, and Brazil.

Approach

We conducted 26 interviews with payments experts from various industries to gather in-depth insights. Our focus was on understanding merchants’ current fraud management strategies, their perceptions of existing solution providers and their needs for an end-to-end fraud solution. We explored the internal capabilities of merchants, the benefits and drawbacks of their current solutions, and the factors influencing their choice of vendors.

This approach enabled us to develop comprehensive insights into the decision-making processes and pain points of merchants regarding fraud prevention and payment optimisation.

Outcome

We provided a prioritised and comprehensive overview of merchant needs. We also mapped the competitive landscape and provided recommendations on our client’s right to win, outlines of potential propositions and expected future market developments.

This allowed our client to make an informed decision on whether they should enter the market, and how they could succeed.