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 Guided by one principle—reduce fraud while keeping friction proportional to user context—we: Replaced legacy account-number logins with phone OTP as the new entry point. Added email for account statements and recovery. Introduced device biometrics for secure and fast access. Simplified the vendor platform’s face recognition and INE scan steps to reduce friction. Placed biometric steps at logical, lower-friction moments: mandatory for new customers at service activation, optional for existing customers at payment flow with a security rationale. Pilots & validation Usability tests with 8 participants forecasted potential drop-off. 10,000-user “friends & family” pilot validated adoption among existing users. 7-day pilot in Iztapalapa confirmed new users perceived verification as standard and non-intrusive. Despite stakeholder pressure, every feature launched on time. The only element staged progressively was user adoption itself.","absoluteBoundingBox":{"x":9861.0,"y":2818.6484375,"width":327.0,"height":1664.0},"isolatedAbsoluteRenderBounds":{"x":9860.982421875,"y":2822.70849609375,"width":325.205078125,"height":1657.43994140625},"relativeTransform":[[1.0,0.0,0.0],[0.0,1.0,279.333312988281]],"size":{"x":327.0,"y":1664.0},"fills":[{"opacity":0.550000011920929,"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Delivering in 30 days required more than sprint planning—it demanded orchestration across silos. I facilitated collaboration between legal, engineering, and operations, cutting through bureaucracy without losing compliance.\n\nKey leadership decisions\nLean onboarding: removed attempts to overload the flow with upsells, addresses, and surveys.\nStrategic framing: reframed verification as customer protection, not corporate control.\nRespect for loyalty: refused to force 5M+ existing customers into re-verification overnight.\n\nBy turning conflict into collaboration and anchoring every discussion in long-term trust, I kept the team focused on impact over urgency.\n\nUX decisions
 Guided by one principle—reduce fraud while keeping friction proportional to user context—we:\nReplaced legacy account-number logins with phone OTP as the new entry point.\nAdded email for account statements and recovery.\nIntroduced device biometrics for secure and fast access.\nSimplified the vendor platform’s face recognition and INE scan steps to reduce friction.\nPlaced biometric steps at logical, lower-friction moments: mandatory for new customers at service activation, optional for existing customers at payment flow with a security rationale.\n\nPilots & validation\nUsability tests with 8 participants forecasted potential drop-off.\n10,000-user “friends & family” pilot validated adoption among existing users.\n7-day pilot in Iztapalapa confirmed new users perceived verification as standard and non-intrusive.\n\nDespite stakeholder pressure, every feature launched on time. 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