Postscript

I replaced the one-by-one upload flow with a bulk upload experience. The system supports partial success, providing clear file-level errors without blocking progress. To ensure performance and reliability at scale, I worked with engineering to define upload limits around file count and size. This approach removed repetitive actions and dramatically increased throughput for large compliance audits.

During research, I observed the Compliance team already followed consistent file-naming conventions to manually match screenshots to Source IDs. I leveraged this existing behavior by designing an automated system that extracts Source IDs directly from file names. Undetermined or ambiguous matches are flagged for user confirmation. This reduced lookup time and improved matching accuracy.

To reduce unnecessary compliance overhead, I designed an auto-approval system for files uploaded by trusted internal users with a @postscript.io email address. This allowed the team to focus on higher-risk reviews.

I explored reusing the existing table layout to display newly uploaded files, but found it introduced unnecessary complexity by mixing new uploads with previously approved evidence. Instead, I designed a modal-based experience that clearly scoped which files were being submitted. This simplified the mental model and avoided edge cases like disabling bulk uploads during pending verification.

Through iteration, I added a confirmation step, improved error contrast for accessibility, and increased friction around cancellation to prevent accidental data loss.

The core business problem was resubmission, so I focused on prevention. I partnered with Compliance, Product, and Engineering to understand why TFN requests failed and designed solutions that directly addressed those failure points. The most common issue was incorrect addresses because we were fetching address data from Shopify, assuming it was the correct legal address for TFN purposes.

I redesigned the TFN verification flow to collect the right information upfront, introducing clearer business registration inputs that supported EINs, international identifiers, and a dedicated path for sole proprietors without EINs (avoiding SSN collection). I reworked the information hierarchy and content to clearly explain what TFN verification is and how long it typically takes. I also surfaced common failure reasons proactively, allowing merchants to identify and fix issues before resubmitting, reducing unnecessary delays and frustration.

Because TFN verification directly impacts access to core features, I extended the experience beyond onboarding. I added contextual alerts across popups, campaigns, automations, and test message flows (critical moments for building trust) so merchants understood not just that they were blocked, but why and what to do next.

I strongly advocated for sending email notifications when TFN verification succeeded or failed. When successful, this creates an opportunity for users to continue onboarding by activating automations, sending campaigns, and enabling popups. When it fails, users can address issues immediately and prevent future delays. I pushed for this to ensure we met users where they were during a critical trust-building phase early in onboarding.

Redesigned TFN verification experience reduced manual compliance reviews by 30%, eliminating weekend shifts for the compliance team. It also lowered resubmission rates, reduced onboarding friction, and helped merchants reach value faster by clearly guiding them through one of the most critical steps in the product.

Closing thoughts: This project reinforced the value of designing systems. By thinking about the full user journey, not just a single step, I was able to drive meaningful improvements in both user experience and operational efficiency.