Product: TL KYS Programme

Timeline: March 2022 – May 2022

My Role: UX Research, UI/UX Design

Tools: Figma, FigJam, Notion.

Platform: iOS and Android.

Team Collaboration: Product, Marketing, Sales, Customer Support, and Tech.

Truck Lagbe was facing operational difficulties verifying their delivery partners (truck owners, truck drivers, collaborators, transport agencies). Also, the trip Completion Rate (CR) is getting more challenging to control and the fraudulent cases are restricting our growth.

Get more supply partners re-verified.

Make the verification process more efficient, functional and scalable.

Have more control over fraudulent cases and trip Completion Rate (CR).

Re-verified around 92% of our existing supply partners.

The fraudulent cases were reduced to around 30%.

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

Truck Lagbe is always concerned about its customers. To gain their trust and be their moving partner.

Truck Lagbe faced operational difficulties verifying their delivery partners (truck owners, truck drivers, collaborators, transport agencies).

It’s pervasive in the trucking industry that truck drivers spend most of their time on trips, moving and busy.

Getting them in optimum places and meeting them personally is also very challenging.

Also, asking the user to come to TL Services Points can’t be a feasible solution, and our wild guess is we’ll only get 5-8% of users’ information.

In some cases, users don’t have the required document with them.

Sometimes we get documents from users through courier delivery service. But in that case, we fail to verify the user in person.

In some cases, users don’t have the required document with them. The trip Completion Rate (CR) was getting more challenging to control, and the fraudulent issues restricted our growth.

The discovery phase was a quick, high‐intensity effort that allowed us to -

Define project goals and milestones

Audit the existing process faults

Review the existing solutions by other similar products

Understand business visions

Empathize the users' needs, behaviors, and pain‐points

Understand technological feasibility and constraints

Here are three considerations that help me to understand and prioritize the issues.

How satisfying is the solution for users?

How well is this solution for users' problem solving and also good for business?

How challenging would it be to build from the technical feasibilities and limitations?

We visited 10 suppliers. We also had brainstorming discussion sessions with our internal cross-functional team members.

All the suppliers had a smartphone, and most had button phone.

7 users were using bKash or other MFS apps. Most of them are familiar with TikTok, IMO, Facebook, Whatsapp, SHAREit and other related apps.

They are also familiar with taking selfies, photos, and videos.

Our technical sessions taught us about OCR (optical character recognition) and WebRTC (real-time communications).

We also depended on 3rd party API service from Porichoy.com (a government service to verify National ID).

Thinking about the future, we wanted to create a system that is simple, easy to use, functional and scalable solution to address the problems. Our goal was to seamlessly display the experience, if necessary, and then guide the user into the flow they originally were in. By collaborating closely as a team, we could provide fallback solutions to our users.

So, Truck Lagbe introduced KYS (Know Your Suppliers) programme. In this programme, Truck Lagbe will comply with its supply partners.

Ensuring the in-person verification process, we had to implement OCR to collect the data from images and WebRTC to develop video liveness ID verification SDK.

We also used API service from Porichoy.com (a government service) to verify our National ID.

It is our concern to keep our customers happy.

We used a 3rd party Bangladesh Government-authorized service throughout the process.

In collecting and validating a National ID, we asked our users to upload a photo of the NID Front side. We provided an interface for taking a picture, and OCR helped us to collect the necessary data from it. Then WebRTC enabled us to capture the selfie and validate the information from Porichoy API. If the NID was valid, the user was verified instantly.

Sometimes the users don’t have the National ID in hand. We provided an interface for entering National ID information, and then WebRTC will help them to take the selfie and validate the information from Porichoy API. If the document is valid user gets verified instantly.

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 device's 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.

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 device's 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.

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

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

We've automatically re-verified around 92% of our existing supply partners.

The fraudulent cases were reduced to around 30%.

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