Case Study

Solving trust gaps in identity verification

Modernizing verification frameworks through dual-phase benchmarking and insights

Corporate Firm Resources

GLG Expert Calls and Executive Placements

GLG Surveys and Qualitative Research

Overview

GLG guided a transformation in identity modernization strategy through 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 deep expertise in card networks, regulatory shifts, and money movement.

Comprehensive Dual-Phase Design: Blending qualitative interviews with a survey allowed the client to capture nuanced feedback alongside quantitatively backed trends.

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

CHALLENGE

A leading payments company wanted to enhance and modernize its existing authorization offerings to 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 pain points in current solutions, align with core merchant needs, and understand which features are most meaningful to incorporate in future products updates.

THE GLG APPROACH

GLG designed and executed a two-phased research approach led by a project lead with experience across card networks, retail and commercial banks, payment processors, and payment acceptance economics. The first phase consisted of in-depth interviews targeting senior executives across 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 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 gaps in consistency, trust, and usability to address in future product iterations.

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