In what ways can Carousell's user verification process be improved to increase trust and safety on the platform?

Introduction

Improving Carousell's user verification process to increase trust and safety on the platform is a critical challenge that directly impacts user experience, engagement, and the overall health of the marketplace ecosystem. I'll approach this problem by first clarifying key aspects of the current situation, then analyzing user segments and pain points, before proposing and evaluating potential solutions.

Step 1

Clarifying Questions (5 mins)

• Looking at Carousell's position as a C2C marketplace, I'm thinking trust and safety are fundamental to its success. Could you share more about the current user verification process and its effectiveness in preventing fraud or scams?

Why it matters: Determines the baseline we're working from and identifies specific areas for improvement. Expected answer: Basic email/phone verification, with optional ID verification for higher-value transactions. Impact on approach: Would focus on enhancing existing processes vs. implementing entirely new systems.

• Considering the diverse range of items traded on Carousell, I'm curious about the transaction volume and value distribution. Can you provide insights into the types of transactions that are most prone to trust and safety issues?

Why it matters: Helps prioritize improvements based on risk and impact. Expected answer: Higher-value electronics and luxury goods have higher fraud rates. Impact on approach: Would tailor verification processes based on transaction risk profiles.

• Given the competitive landscape in the C2C marketplace space, I'm interested in understanding Carousell's unique value proposition. How does the current verification process align with or detract from this proposition?

Why it matters: Ensures improvements align with overall product strategy and differentiation. Expected answer: Carousell emphasizes ease of use, which the current verification process supports but could be enhanced. Impact on approach: Would focus on solutions that maintain simplicity while increasing trust.

• Considering the global nature of online marketplaces, I'm wondering about Carousell's geographic distribution and any region-specific trust challenges. Could you provide insights into the primary markets and any localization needs for the verification process?

Why it matters: Identifies potential need for market-specific solutions and scalability considerations. Expected answer: Strong presence in Southeast Asia with plans for expansion, varying levels of digital identity infrastructure across markets. Impact on approach: Would consider flexible, adaptable verification solutions that can be tailored to different markets.