// UX case study

Block/Unblock: Closing the Fraud Window

A request to rebuild a cleanup tool became a fix for the problem it was cleaning up after.

Role
Product Designer. I framed the problem and owned the epic.
Timeline
November 2025 – August 2026 · v1 shipped July 2026
Team
Compliance and customer service reps, a compliance manager, engineering, and tech leads

In short

  • The brief: rebuild a bulk-cleanup tool for a compliance team fighting fraudulent freight postings.
  • The finding: watching the team work showed the cleanup was a symptom. The real gap was how long a blocked account kept working.
  • The result: blocking moved into the customer service app with a recorded reason and a clear blocked state, and now takes effect almost immediately.

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