Case Study: Venmo reduces pay/charge mistakes with Looker

Venmo - Customer Case Study

Venmo, a mobile payment service, faced a challenge where a user interface redesign in their iOS app unintentionally led to a significant increase in user errors, with customers accidentally sending payments instead of requests for money. Their support team noticed a surge in related complaints but lacked the data to quantify the problem's scale and prioritize a fix, a process that was manually intensive for their data team. To address this, Venmo implemented Looker, a business intelligence platform, to analyze user behavior data effectively.

Using Looker, Venmo's data team built a dashboard to quickly identify and track these specific payment errors, discovering the new app design caused the mistake rate to jump from under 0.5% to over 6%. This data-driven insight prompted the design and engineering teams to roll out a revised version of the app. The solution from Looker enabled Venmo to decrease these user errors by more than half, directly reducing customer support cases and demonstrating the value of data-informed product decisions.

Venmo

Annie Corbett

Business Intelligence Analyst