Trust & Safety as a Key Part of Your Product Strategy - Neil Shah, Head of Product, Identity at Lyft

Trust and Safety is sometimes everything when it comes to retaining users, yet we don’t discuss it enough in the product community. It’s one of those aspects of building a product that we don’t think about in the early days until it becomes a problem. We discussed the topic with Neil Shah, who leads the Trust & Safety efforts at Lyft to find out how they keep their riders and drivers safe. He also had a similar role at Twitter, where he ran a number of projects to fight misinformation, so if you want to learn more about Trust and Safety and where they sit in the project management puzzle, he’s the one to learn from!
In this episode of The Product Show, we discussed:
Where do you start from and how do you build a product that users trust?
A couple of interesting projects Neil ran at Lyft and Twitter
How do you measure trust? (this is the hardest part, but Neil’s got an amazing playbook to share!)
The difficult relationship between Growth and Trust & Safety and how to make sure they work in harmony
How to get the buy-in from the rest of the team as a Trust & Safety product manager (given that 99% of the company is focused on growth)
For the podcast version: