Shoaib Mahmud

Verify your suppliers in a minute

Backstory

Truck Lagbe was facing operational difficulties verifying their delivery partners (truck owners, truck drivers, collaborators, transport agencies). It’s very common in trucking industry that truck drivers spend most of their time in trips, moving and busy. It is very challenging to get them in optimum places. Also asking user to come at TL Services Points can’t be a feasible solution and our wild guess we’ll only get 5-8% users’ information.

It is also hard for Truck Lagbe employees to reach them personally. It is not efficient and also time consuming.
Sometimes we get documents from users through courier delivery service. But in that case we’re failling to verify the user in person. In some cases users don’t have the required document with them. The trip Completion Rate (CR) is getting more challenging to control and the fraudulent cases are restricting our growth.

My role

Researcher – Competitive Analysis, User Interviews, Journey Mapping UX
Product Designer – Sketching, Interaction Design, Prototyping, D
eveloper Handoff documentation, back to back design communication

Outcome

– Automatically re-verified around 92% of our existing supply partners

– The fraudulent cases reduced to around 30%

– The trip Completion Rate (CR) increased by 35% 

Timeline

March 2022 – May 2022

Tools used

– Figma. Figma Jam

Platform

 Android

Approach

Thinking to the future, we wanted to create a system that simple, easy to use, functional and scalable solution to address the problems.

Our goal was to seamlessly display the experience if necessary, then guide the user back into the flow they originally were in. By collaborating closely as a team we were able to provide fallback solutions to our users.

Truck Lagbe introduced KYS (Know Your Suppliers) programme. In this programme Truck Lagbe will comply with their supply partners. Ensuring the in person verification process we have to implement OCR (Optical character recognition) and WebRTC (real-time communications).

OCR is implemented to collect  the data from image Web RTC is a tool to develop video liveness  ID verification SDK (software development kit) To verify the supply partners we’ll use an API service from Porichoy.com (a goverment service to verify National ID). It is our concern to keep our customer happy.

The KYS Process

We used a 3rd party Bangladesh government authorised service through out the process

Methods to extract information

Method 01: Scan  

The process of collecting and validating a National ID,  we asked  our driver to upload a photo of NID Front side. We provided an interface for taking a photo, OCR will helps us to collect necessary data from it. Then WebRTC will helps us to capture the selfie and validate the information from Porichoy API. If if the document is valid user gets verified instantly.

Method 02: Manual Entry

The process of collecting and validating a National ID,  we asked  our driver to upload a photo of NID Front side. We provided an interface for taking a photo, OCR will helps us to collect necessery data from it. Then WebRTC will helps us to capture the selfie and validate the information from Porichoy API. If if the document is valid user gets verified instantly.

Method 03: Contact Support 

If the users don’t have NID or access to internet, they can visit TL Points to verifiy them manually. They can also call our TL Helpline personalise help.

WebRTC for Taking Selfie

Our first use of WebRTC was designing for a Real-time selfie capturing feature.

– We removed the ability to upload a selfie and replaced it with a video stream of a devices camera view, we could now get people to capture a selfie from the video stream. 

– This feature was starting to get us closer to the native SDK experience, but we still knew we needed to be able to video record the stream to make fraud attempts harder.

Impact

After following the KYS process, we have verified our valued supply partners. We followed the compliance rules of Bangladesh Government. It helps to gain not only our customers trust, as well as make our service more compliant. It also attract more investors.

– KYS Programme helps us to automate the verification process and make more efficient our operations

– We’ve automatically re-verified around 92% of our existing suppliy partners

– The fraudulent cases reduced to around 30%

– The trip Completion Rate (CR) increased by 35% 

Other screens

User Interface (login)
User Interface (skiped/ existing user)

I am excited for new opportunities, let's talk about working together.

shoaib.ux@gmail.com

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