Lyft Driver Tax ID Verification
Many Lyft drivers can't get paid because Lyft doesn't have their correct Tax ID Number (TIN).
I designed a new screen in the Driver App during first-time payout setup to verify a driver's TIN (usually a Social Security number). Drivers no longer have to go to a web dashboard to establish their TIN and set up their payout method.
Verifying TINs increased successful payout setups by 2.9%. For Lyft, this translates into a $21M reduction in financial liability and reduced T1K (support tickets per 1,000 rides) load.
• Conducted competitive audits ve audits
• Using Sketch, designed multiple user flows and screens
• Using Principle for building interactive visuals and to facilitate storytelling
• Hosted design critiques with design and cross-functional partners to promote collaboration and design quality
• Delivery and communication of iOS & Android design assets to engineering teams
• Product Managers
• Content Strategists
• UX Researchers
• Legal Counsel
At any given time, thousands of Lyft Drivers do not have a payout method set up. Many drivers have not verified their correct Tax Identification Number (TIN), which is required to get paid out by Lyft. Currently, drivers need to input TIN information on the web-based Driver Dashboard, but many drivers don't.
To address this problem, I designed an in-app screen that asks for a driver's TIN before they set up their payout method.
Key Consideration – How might Lyft acquire a driver's TIN?
In my design process, I start by sketching out dozens of options and iterations. I consider every option in how the screens fit into existing flows and I evaluate their impact on improving or worsening metrics on other screens. A handful of designs (shown below) made the final cut after multiple rounds of iteration, feedback, and design critique.
The final design (shown below) was crafted from a combination of research findings, design critiques, legal requirements, and product requirements.
Outcomes and Final Design
Outcomes for Drivers
• Drivers previously unable to be paid are able to be paid
• More drivers are paid out successfully
• Drivers have peace-of-mind that payouts are verified against their Tax ID Number
Outcomes for Lyft
• 2.9% increase in successful pay setups
• Reduced T1K (customer support tickets per 1,000 rides)
• $21M reduction in financial liability (by moving more money off Lyft's books into driver's individual accounts)
Lessons Learned and Retrospective
This project taught me a lot about designing in existing environments with sensitive funnel metrics. Every change I made to the driver pay setup flow could impact millions in downstream payouts and liability. I learned a lot about negotiating between business metrics, legal constraints, and delivering elegant user experiences to solve pressing problems.
What I'd Do Differently
I would explore additional ways to capture TIN not inside the payout flow, for instance via sending a push notification while the driver is offline. To do so, I'd press hard on questioning product and legal to identify places and times we can collect TIN while preserving metrics, user experience, and legal compliance.