Case Study

Identity attribute product enhancements

Modernizing verification frameworks through strategic dual-phase benchmarking and executive insights

Overview

GLG guided a transformation in identity modernization strategy through cross-industry executive sourcing, specialized leadership, and rapid dual-phase insights.

Why GLG

Cross-Industry Executive Access: By sourcing senior executives across diverse verticals, such as hospitality, health insurance, real estate, and retail, GLG provided the client with an expansive look at security needs outside standard payment circles.

Senior Project Leadership: The engagement was overseen by a strategy lead with over 15 years of deep expertise in card networks, regulatory shifts, and money movement, ensuring highly sophisticated insight extraction.

Comprehensive Dual-Phase Design: Blending 7 highly targeted qualitative interviews with a 102-respondent global survey allowed the client to capture nuanced operational feedback alongside statistically backed global trends.

Actionable Roadmap Alignment: The findings directly mapped structural gaps in trust and usability, enabling the client to confidently prioritize high-value probabilistic insights for their authorization product roadmap.

CHALLENGE

A leading payments company wanted to enhance and modernize its existing authorization offerings to further streamline identity attribute verification (IAV) processes. The client needed to understand merchant, payment service providers (PSPs)/acquirer, and issuer needs around identity attribute verification, identify gaps and pain points in current IAV solutions, align with core merchant needs, and gain a better understanding of which probabilistic insights are most meaningful to incorporate into future product enhancements.

THE GLG APPROACH

GLG designed and executed a robust, two-phased research approach led by a project lead with over 15 years of experience spanning card networks, retail and commercial banks, payment processors, and payment acceptance economics.

The research combined deep qualitative execution with global quantitative validation:

The first phase involved qualitative benchmarking consisting of 7 in-depth, 60-minute interviews globally. These discussions targeted senior executives across a broad spectrum of industries, including financial services, hospitality, health insurance, retail, SaaS, and real estate. The second phase expanded these findings through a global quantitative survey of 102 respondents, capturing critical perspectives from target roles across merchants, acquirers, and PSPs.

OUTCOME

The project successfully helped the client uncover key patterns in how merchants, acquirers, issuers, and PSPs approach identity attribute verification. While foundational tools and frameworks were largely found to be in place, the comprehensive analysis revealed critical gaps in consistency, trust, and usability that the client can directly address in future product iterations.

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