Improving Gig Worker Check-ins: Reducing Fraud and Simplifying the Process
Anthor’s gig worker check-in system faced critical challenges that threatened the platform’s efficiency, security, and user experience. Workers frequently encountered technical glitches, time-consuming check-ins, and user errors, while the system's vulnerability to identity fraud compromised trust and reliability.
To address these pressing issues, I led a redesign that simplified the clock-in process, introduced a seamless one-click check-in feature, and resolved underlying technical glitches. This overhaul not only improved the user experience but also provided real-time, data-driven insights that strengthened operational efficiency and security.
A key component of the redesign was the introduction of selfie and GPS verification, adding robust layers of security. Selfie verification allowed real-time identity confirmation, while GPS verification ensured workers’ physical presence at the required job location. This combination reduced the risk of fraud and improved accountability.
The redesigned system delivered a smoother, more reliable experience for gig workers, while significantly enhancing Anthor’s operational security and trustworthiness.
My contributions
Disclaimer: This is a small part of the complete study done for the project.
A key component of this project was conducting in-depth interviews with all the teams that interacted directly—and in some cases, indirectly—with the check-in feature. These conversations uncovered valuable insights into the bottlenecks and operational issues caused by the existing system. Understanding how these challenges impacted not just users, but internal team workflows and scalability, was essential in shaping a solution that could address both user experience and back-end efficiency.
Next, I deconstructed the user flow and requirements. It became evident that the process was overly complicated, requiring at least six steps for a successful check-in but having 16 different failure points. Users had three different paths they could take, each with its own obstacles, making the process confusing and frustrating.
The root of many issues was the reliance on two main requirements for success: the store needed to have a valid QR code displayed somewhere in the building, and the worker had to be within the correct GPS coordinates. During the interviews, I discovered that the QR code requirement was a significant bottleneck for our B2B onboarding team. As we scaled, it became harder to provide each store with its unique QR code in time, since our team either had to visit the stores personally or ship the codes via a welcome kit. This logistical issue led to a growing number of gigs being requested without the necessary QR code in place, further complicating the check-in process for workers.
before
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after
Results achieved
Reduced identity fraud cases by 80%, including shutting down a fraudulent operation run by users on the platform.
Reduced support tickets related to errors by 95%, significantly decreasing the workload for the support team.
Reduced the number of gigs requiring technical support from an average of 400 daily to 20, improving operational efficiency and allowing gig workers to start their shifts without delays.