Solving Identity Verification and Activity Logging for High-Risk Cannabis Transactions.

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🎯 My Role

UX Designer

Led end-to-end UX for Venu’s Customer Support Dashboard, from research to high-fidelity Figma prototypes and usability testing.

👥 The team

Project Managers: Shweta, Shreya

2 UX Designer & Researcher, 2 Product managers, 2 Backend developers, 2 Frontend developers & 1 QA

⏳ Duration

1 Year 7 Months (Dec 2023 – Jul 2025)

Phase 1 - Dec’23 - Dec’24, Phase 2 - Dec’24 - Jul-25

📍 Project Context

This case study documents the complete design process for Venu’s Customer Support Dashboard (CSD), a web tool we built from the ground up to equip MNSB’s support team with rapid user verification and a complete activity audit trail in the high-stakes world of regulated cannabis payments.

Through iterative collaboration with the support agents, we evolved from a ticket-focused approach to a search-first setup featuring multi-field search, instant identity checks, and a filterable activity timeline—empowering agents with quick responses during live calls, keen fraud detection, and seamless compliance transparency.

Finalllllllll Recording CSD (1).mov

🧩 The Challenge

The Main Street Bank identified a critical gap in the digital payment industry: Traditional banks prohibit cannabis-related transactions, leaving consumers without safe and digital payment options in today's world.

To bridge this gap, we developed Venu—a dedicated app for legal cannabis purchases across the US. But operating in this high-risk environment demanded the following to avoid federal penalties and ensure user safety:

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Complete transparency

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Secure identity assurance

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Detailed activity logging

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The Problem Statement

The core challenge was designing a Customer Support Dashboard (CSD) that not only served as an operational tool for the support agents but also served as a compliance fortress, capturing every user interaction in an audit-ready format while preventing fraud in a domain that's prone to identity theft and unauthorized access.

🤔 Understanding the Problem Space

Regulatory Context: Why Transparency Was Non-Negotiable?

Cannabis remains federally illegal in the US despite state-level legalization, creating a complex regulatory landscape where financial institutions risk severe penalties for non-compliance. Our dashboard had to log every user activity, transaction, and interaction to ensure MNSB could demonstrate complete transparency during any federal inspection.