Overcoming fraud and fake accounts that cause banned in “Tinder” dating apps (Case study)
“If you can’t find one single man to date out of thousands on an app, then you have lost sight of what you want or your expectations are too high” -Thedatingdirectory.co
The pandemic like we have now makes everything difficult. Especially for singles who want to find a partner or just a crush, a dating application is the solution. Although many people still doubt it because many people misuse such applications as a field of fraud. So basically, what kind of dating application do we actually need to avoid scammers nowadays? As a UI/UX designer, I really care about this problem, here I will explain briefly through the case studies that I raise this time.
Project overview
In order to overcome the many frauds that cause users to be banned, Tinder application supports a face verification checks if a person is who he or she claims to be at the beginning of registration (as a condition to be able to sign up), avoids links that are not related to Tinder and detects sensitive or inappropriate images and reviews reset reported account As complaints grow that users find their accounts blocked, Tinder is reviewing accounts that repeatedly get account reports by other accounts before the account is actually blocked.
•Exploration: Understand the habits, desires and pain points of dating apps users.
•Respondent criteria: Singles, Mobile device user, range 17–45 years old.
•Where were we in the product development process? Discover → Design → Deliver.
Research Process
Brainstorm
This process begins by sitting together with stakeholders, looking at the problem space, and learning about what we already know which is that a lot of users got banned from Tinder.
Research Objective
Because many users left reviews mostly about “their account was blocked for no reason, we considered what could be the cause. And after another reason was found that their account was reported by an account that was found to be a fake account or a fraudulent account. We swiftly traced and We found some odd accounts. We will anticipate continuing events by launching a face verification checks feature during registration, the face verification is done only once and we dare to guarantee the security of user data.
Methodology and process
- Interview: In this process I’ve managed to interview several participants who were single, and got these people from the Instagram voting I posted. That person took the time to talk with me via skype and zoom because I can only do this during a pandemic.
- Concept testing: First when I asked them to do face detection on camera did they believe and feel comfortable? The second is when I share an image with a sensitive warning of blurred content and some links, I ask them to open the image and link, I want to know how they react, do they just open it or do they see and think first? Participants were asked to explain the reasons.
Key insight
Pain points
- Users got banned for no reason, mostly after getting reported from the scammer who has been ignored by users.
- Users couldn’t log in back and the help desk doesn’t help them.
- Users lost their account.
Complaint information
- The user sends an email to the help desk but there is no response or help.
- Users gave bad reviews and ratings.
- Users leave Tinder and switch to the other applications.
Outcome impact
Business outcomes
- Increased selling point after the feature was launched, Real users increase due to lack of scammers or fake accounts, users buy premium accounts because they feel safe with Tinder new features.
- Outperform competitors.
- With a more responsive help desk, problems can be resolved quickly.
- Tinder always provides solutions for everyone, especially singles!
So, when will you start to join Tinder and find your partner there?
Thank you!