2022–2024

Reducing global fraud BY

Reducing global
fraud BY

Reducing global
fraud BY

0%
0%
0%

through extensive
a/b testing at Indeed

through extensive
a/b testing at Indeed

Fraud down. Globally.

Fraud down. Globally.

I managed the Trust & Safety portfolio at Indeed, where I led a group of talented designers, content writers, researchers, and UX developers to transform Indeed into the most trusted job board on the internet. This team's scope was global, and the experiences we worked on are still seen by hundreds of thousands of users daily in Indeed's major markets.

83%

83%

Global fraud · all-time

25→90%

25→90%

US two-factor adoption

+50%

+50%

Employer verification rate

Trust & Safety - Year 1

Trust & Safety - Year 1

The role of the Trust & Safety team was to make sure that every employer posting on Indeed is verified, we do that by making sure there is a real person and a real business on the other side, and by making sure that the person behind an account is the correct user.

I got to grow and mature the team through a series of experiments to make the verification experience as seamless as possible, while allowing flexibility for different types of employers.

Objective

  1. Improve the overall opt-in rate for two-factor authentication.

  2. Improve the UX for setting up an authenticator app,

  3. Increase the number of verified employers.

CHALLENGES

  1. Every member of the design team was new to their role.

  2. The product was very young, we didn't know what were effective strategies or design patterns.

  3. We are one small cog in the large Indeed machine, we need to know the full product end to end.

LEVELING UP THE TEAM

Not only was the entire UX and product team new to Indeed, they were new to their role as well. Our designer, content expert, researcher, engineering manager and product manager were new to their *role*! It was their very first time.

1.

The design team needed to level up our craft. I needed to establish structure and scaffolding.

The design team needed to level up our craft. I needed to establish structure and scaffolding.

2.

We needed to invite our stakeholders more into our process, they have to be present for user research, and we have a weekly working session with all functions represented.

We needed to invite our stakeholders more into our process, they have to be present for user research, and we have a weekly working session with all functions represented.

3.

Planning always happened at the beginning of the quarter, with engineering, product and design present. Every quarter.

Planning always happened at the beginning of the quarter, with engineering, product and design present. Every quarter.

4.

Rigorous A/B testing is the best way to learn about trends. We used quick unmoderated research to validate our hunches.

Rigorous A/B testing is the best way to learn about trends. We used quick unmoderated research to validate our hunches.

This was the existing component, not very scannable, very few users used this type of 2FA

This was the existing component, not very scannable, very few users used this type of 2FA

Restyled tabs, more guidance on what an auth app is and how to get one

The first step is just to download the app

Second step, with the app installed, now scan the QR code

Final Version

Final version

This is one of the options employers have to verify their account

This is one of the options employers have to verify their account

Trust & Safety - Year 2

Trust & Safety - Year 2

After a year spent reducing fraud, the Trust and Safety portfolio started to evolve how we think about the TRUST aspect of our two-sided marketplace. We then tackled an employer reputation program similar to Airbnb's Superhost.

Objective

  1. Deliver a vision deck for an employer reputation program to increase employer and job seeker engagement.

CHALLENGES

  1. Delivered a vision deck for an employer reputation program in collaboration with 2 teams outside of our immediate organization.

  2. Gained buy-in from across the company, and the initiative became the biggest bet on the team's roadmap.

This is how users can learn more about becoming a super employer

This is how users can learn more about becoming a super employer

Employers can earn one of three badges, each one will help them get the most out of Indeed

Employers can earn one of three badges, each one will help them get the most out of Indeed

Badges will show up through various parts of the experience to nudge good behaviors

Badges will show up through various parts of the experience to nudge good behaviors

Job seekers can easily find which employers are worth their time

Job seekers can easily find which employers are worth their time

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