Identity verification. Know your customer / Know your business (KYC/KYB).
Customer Problem
Growth of the marketplace has also seen an increase in fraudulent sellers and spam.
Criteria
Implement a seller identity verification process that ensures we are meeting legal requirements with minimal impact to the user experience within the selling flow.
Timeline
2023 - 2024
Role
Lead Product Designer
Collaborators
1 Designer to 3 PMs and 15 engineers
I owned design across the entire Trust & Safety org, supporting three PMs across three different product teams and 15 engineers.
Combating fraud on a growing marketplace
The largest and most critical project the company has taken on. Heavy collaboration with Reverb C-Suite and Etsy (parent company) to hit compliance milestones, review technical implementation, and remain in lock step with our legal team.
Challenges
Working within legacy technical constraints, integrating with a leading third-party compliance vendor, avoiding major fines and real business risk contingent on managing regulatory timelines. New Seller Onboarding had many historical hurdles and I sought out the clarity needed to create a solution within deep rooted product architecture.
Designing under regulatory pressure
I drove durable decisions under tight regulatory deadlines, working within major technical constraints. I leveraged tradeoffs to preserve long-term maintainability. We reduced our risk and delivered ~$40M in company savings.
Disclaimer
Due to the sensitivity of this work more details are available upon request.
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