From Chaos to Conversation

How rethinking a single workflow saved the Operations team from burnout and boosted revenue.

ONGRID project hero
Company OnGrid
Role Lead Strategy & Design
Team 1 Product Designer, 3 Engineers

The Context: Real-World Trust at Scale

OnGrid is a leading trust platform in India used for background checks. A big part of this is Physical Address Verification—sending agents to a person's home to confirm they actually live there. This is a high-stakes, fast-moving job where accuracy is everything for security and compliance.

Physical Address Verification process - task, agent in transit, trust outcome

The Problem: A Broken Training Cycle

On average, 80% of data errors were not that of an input error. Let's look into how we broke the loop where 62% of applicants, having to go through multiple manual steps during a case, did not go into a conversational loop.

Funnel Diagram

The Solution: Stress-Proof UX

I turned a confusing process into a simple, step-by-step guide and added a smart camera that helps workers get the right shot every time.

Binary Decisions - Yes/No question screen

Binary Decisions

Replaced difficult checks and complicated rules with simple 'Yes/No' questions.

Smart Guidance

The camera gives instant feedback (e.g., "Too blurry") to ensure high-quality uploads the first time.

Smart Guidance - camera feedback screen
Automated Results - final result screen

Automated Results

The app gives the final result automatically, removing the need for agents to memorize rules or overthink.

The Impact - Scalable Growth

60%→10%

Retention

Agent drop-off plummeted from 60% to 10%

50%

Revenue

Verification capacity increased, driving a 50% rise in revenue.

Efficiency

Shifted operations from "firefighting" and recruiting to high-level quality audits.

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