/ Case study
Cash App
Trust & safety
At Cash App, I managed designers who work across our Trust pillars.
/ Background
It is our team’s responsibility to keep our users and their money safe, to expand access to financial tools for traditionally underserved people, and ensure that we build trust with both users and regulators.
Role
Head of Design, Health Product
Timeline
2023 - 2025
/ Domain areas
I worked across several Trust & Safety focused domain areas at Cash App
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Identity
Ensure that users are authentic and verified, and that we are providing tools for self expression.
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Safeguards
Developing systems to detect and limit bad actors on the app, and communicate when people break the rules.
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Accounts & Security
Provide users with account creation and management tools, as well as account security and access.
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Disputes
Give users the ability to dispute transactions or report activity when things go wrong on our platform, including scams.
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Transfers
Enable users to easily and seamlessly move their money in and out of Cash App, or within the app between accounts.
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Safety
Ensure the safety of all users on Cash App – especially underage users – from bad actors and abuse.
01
Security
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Account security factors: PIN, biometric login, passkeys, and 2 factor authentication
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Security education content
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Account Recovery
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Account takeover detection
02
Identity
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Identity verification
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User authenticity
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Trust signals
03
Privacy
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Search and discovery privacy settings
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Community-based privacy
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Identity and profile privacy
04
Scam Prevention
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Back end scams detection
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Fraud and bad actor safeguards
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Scam warnings
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Scam education
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Disputes and resolution
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