Fintech / Cashback

Dosh

Scaling a cashback rewards platform while maintaining fraud controls

The situation

Dosh was a mobile-first cashback app connecting consumers with retailers. As the platform scaled, fraud attempts increased and operational complexity grew. The product team needed to balance growth with security without creating friction for legitimate users.

The approach

Used service blueprinting to map the entire transaction flow from card-linking to payout. Identified backstage processes where fraud detection could happen invisibly. Designed decision trees for edge cases to ensure consistent operational responses across support teams.

The outcome

Fraud rates decreased while user experience remained smooth. Support team could handle complex cases more confidently with clear decision frameworks. Platform continued scaling without operational bottlenecks.