Agents are given a focused identity refresh flow, designed to make a sensitive requirement understandable and straightforward to complete.
PAYTM · FORCE APP · 2025–PRESENT
Re-verifying identity without stopping genuine work
A targeted re-KYC workflow that helps field teams resolve identity-risk signals while protecting everyday agent activity.
- ROLE
- Product Manager · discovery to scale
- SCOPE
- Problem framing, journey design, pilot and rollout
- TEAM
- Engineering, operations, business, compliance and audit
- ROLLOUT
- Piloted and scaled across India
01 / THE CONTEXT
Identity checks had to be both firm and fair
In a distributed field workforce, identity assurance is an ongoing need—not only a moment during onboarding. When a profile requires an additional review, the experience must offer a clear path to re-verify identity without unnecessarily disrupting legitimate work.
The existing response depended on periodic manual review. I helped shape a more consistent workflow that could support strong identity controls while remaining considerate of the people using the product day to day.
02 / WHAT MOVED
A focused compliance workflow at meaningful scale
95%re-KYC completion rate
~1 hourreview turnaround time
100K+field agents re-verified since pilot
03 / THE PRODUCT
Use trusted verification, then make the next state clear
Verification is assessed through an operational review step, creating an accountable and consistent resolution path.
The experience is designed to preserve normal activity where appropriate, applying additional friction only when a profile requires it.
Representative identity-capture and confirmation states; operational decision rules are intentionally withheld from this public portfolio case study.
04 / THE JOURNEY
From an additional check to a clear resolution
Identify a profile for review
A relevant identity-risk signal or review need initiates a targeted re-verification request.
Request a re-verification
The agent is guided to complete an additional identity check before progressing through relevant product activity.
Refresh identity evidence
The workflow captures current, trusted identity evidence and creates a consistent record for review.
Assess the verification
Operations teams review the submission and provide a clear outcome, including further action where needed.
Resolve the profile status
Successful verification restores the normal experience. Any additional review is handled through the appropriate internal process.
05 / PRODUCT JUDGMENT
Make the control strong without creating avoidable friction
Apply re-verification thoughtfully
The experience is targeted to profiles that require an additional identity review, rather than adding an unnecessary step to every agent’s everyday journey.
Strengthen the evidence trail
I designed the flow around trusted identity evidence and a clear review record, helping teams make reliable, consistent decisions.
Separate review from work interruption
The workflow was designed to minimise avoidable disruption for genuine agents, while maintaining an appropriate path for additional review when required.
06 / HOW I BUILT IT
Turn a review need into a scalable operating workflow
I worked with business, operations, compliance and audit to define a response that addressed identity risk without creating unnecessary friction.
We piloted the workflow with a limited cohort, learned from operational outcomes, and then expanded it incrementally across the organisation.
I aligned the product with the teams responsible for review and resolution, so it could operate consistently as the programme expanded.
07 / WHAT I LEARNED
“A compliance control works best when it is precise: strong enough to create accountability, but designed around the reality of people trying to get their work done.”