Let's Build a Safer Experience for your Customers, Together
Our goal is to work with brands to ensure customers are informed, protected, and supported before, during, and after a scam encounter.
To learn more – Contact us at busdev@aarp.org
Our Approach
Collaborating with AARP offers a hands-on, flexible process tailored to your organization’s unique structure, needs, and goals—providing multiple pathways to work together in protecting consumers from fraud.
Fraud Workshop & Team Immersion
We begin with a comprehensive workshop that includes:
- An overview of AARP’s fraud prevention efforts and research
- A deep dive into the client’s fraud team structure, processes, and current prevention/support efforts
- Meetings with all staff and departments involved in fraud response, customer service, education, and communications
The workshop sets the foundation for alignment, identifies areas of strength and opportunity, and encourages internal collaboration.
Helpline Integration & Support Analysis
AARP owns and operates the Fraud Watch Helpline, a resource staffed by trained professionals who assist scam victims. We will:
- Meet with your customer service staff who manage fraud-related inquiries
- Analyze existing call scripts, training materials, and support workflows
- Provide tailored training sessions to help staff respond to victims with compassion, accuracy, and confidence
- Explore the option of integrating our helpline into your customer support process via warm handoff, for a set licensing fee
Fraud Education Content Review
We conduct a full audit of your existing consumer-facing fraud education materials (web pages, PDFs, social media content, etc.) to evaluate:
- Accuracy, accessibility, and usability
- Tone and language used to engage customers
- Gaps and opportunities for improvement
We then provide targeted recommendations to enhance your content strategy and align it with best practices.
Website Usability Testing with Real Consumers
To understand how your customers engage with your fraud-related content, we conduct:
- User testing on your current fraud education website or portal
- Comparative analysis with other best in class examples of actionable, intuitive consumer support pages
- Feedback collection on what consumers value most in fraud protection resources
The research findings will inform actionable insights and provide a clear view into how your brand can better serve users.
Consolidated Recommendations & Final Deliverable
At the end of the engagement, we will deliver a comprehensive Recommendations Report, which includes:
- Summary of findings from all phases
- Tactical and strategic recommendations
- Suggested next steps for ongoing fraud support and education
This report serves as both an internal roadmap and a tool for future customer communications and external storytelling.
Supporting Materials
As part of this offering, companies will also receive a copy of AARP’s Guide for Brands, developed in collaboration with Amazon. This guide provides best practices, real-world insights, and proven strategies to help companies strengthen their fraud education and response capabilities.
Let's Work Together
There are many ways we can collaborate – from co-developing consumer education and marketing campaigns that raise awareness abut scams, to licensing and promoting the AARP Fraud Watch Helpline, to creating custom content or outreach that helps consumers stay informed and prepared. However we work together, our shared goal is clear: to help consumers recognize, avoid and recover from fraud.
To learn more – Contact us at busdev@aarp.org