Case Study: UrbanSitter achieves instant identity verification and a 75% reduction in identity-related support tickets with Persona

UrbanSitter uses Persona to ensure trust and safety without sacrificing user experience

UrbanSitter, a marketplace connecting parents with caregivers, struggled with a cumbersome identity-verification step that caused high drop-off—especially among parents needing urgent care. To preserve trust and safety without blocking onboarding, UrbanSitter sought a low-friction identity solution and chose Persona’s hosted identity verification flow.

Persona provided a fully automated, privacy-focused verification flow (using image recognition and face comparison) that required no engineering work to deploy and was customizable to UrbanSitter’s brand. UrbanSitter was live with Persona in one week, parents began receiving instant verification results (vs. hours or days), and the company cut average time spent on identity-related customer support tickets by 75%, reducing drop-off and speeding onboarding.

Urbansitter

Brittney Miller

Director of Member Services