2020

Adding more security to Driver Partner’s Account

IOS & ANDROID

CYBER SECURITY

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DISCLAIMER
This project is highly confidential therefore the content has been condensed down. If you’d like to know more please let us know by sending us an email.

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Background

Identity check for our driver partners

As part to improve the safety and security of Grab’s platform, driver partners are required to verify their identity through selfie checks before they can start getting jobs.

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mvp
prototype
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Hypothesis

Adding random times to do selfie checks

As part to improve the safety and security of Grab’s platform, driver partners are required to verify their identity through selfie checks before they can start getting jobs.

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Approach

MVP 

Get it done. Quickly.

Delivering the MVP to reduce the amount of known fraudulent attempts quickly and to validate our assumptions

Phase 1 

Alignment and improvement.

Delivering the MVP to reduce the amount of known fraudulent attempts quickly and to validate our assumptions

Future Phase

Improving the ecosystem.

Looking at the flow from end to end to make it more user friendly.

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MVP

Random selfie check is added and driver partners need to be able to pass this check before they can start continue getting jobs again.

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Phase 1

Once a driver partner has finished with a job, they would have to do a selfie check within the time limite before they can continue taking more jobs.

If they fail to pass the random checks, they will get restricted access to the app.

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Future Phase

Relooking into the ecosystem of the driver partner ID checks

As the phases were done fairly quickly, the team didn’t have the time to look into the whole journey in the platform, or rather we had to approach this as a quick / hot fix as we have been having an ongoing fraud issues surrounding driver identity.

Due to this reason, we have a few inconsistencies within the whole journey of driver ID checks that causes bad and confusing user experience.

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Outcome

Educating users that fraud is fraud even if they have no bad intention

Grab is big. They are around in 8 Southeast Asian countries. But this doesn’t mean that everyone acts and think the same way. Especially when we start comparing between Singapore and, let’s say Indonesia.

Singaporeans are less likely to commit fraud in comparison to Indonesia due to a lot of different factors: Education, cultural and government system.

When we tackle a problem we had to think of this extreme example, but sometimes we just.. forget.

During our fraud research, we found out a few interesting things but the one that stood out was that in some countries, users don’t see fraud as a type of fraud but rather a sign of a good deed.

This solution may not necessarily the appropriate way to tackle but if we’re looking at the real data, there are far more legitimate fraud intentions behind this so called good-deed scheme.

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