Trust & Safety Overview
Trust & Safety work often appears incremental, but delivers outsized impact at scale. The challenge was to strengthen user safety while meeting rapidly evolving global regulations without disrupting core user experiences or business performance.
How might I approach projects that collectively reduce regulatory risk, improve trust perception, and strengthen protections for vulnerable users.
The Challenge
Rather than focusing on a single flagship feature, I partnered with product managers and cross-functional teams to strengthen the safety ecosystem as a whole. Together, we advanced a portfolio of P0/P1 Trust & Safety and compliance initiatives spanning Trust, Identity, and Internal Tooling, balancing regulatory requirements, risk severity, and user impact to determine where to focus.
The Solution
Trust & Safety Org
Key decisions included
Prioritizing safety improvements over a single feature to drive systemic impact
Balancing user friction vs. protection, especially for teens and high-risk surfaces
Designing scalable patterns that could adapt to new regulations across local and global regions
Graduation experience
Delivered 100% of P0/P1 compliance and safety experiences on time
Delivered critical compliance initiatives across the EU, US, and Asia, reducing financial and reputational risk, including Florida regulations with penalties of up to $150k per violation involving minors.
Launched Reports & Violations Center for web and mobile platforms 2 months ahead of the EU Digital Services Act deadline
Proactively identified and built a reusable Trust & Safety banner and modal systems, enabling 5 independent PM/engineering compliance launches within 6 months while eliminating design bottlenecks.
Trust Compliance Team
Reusable Trust & Safety banner
Internal Tooling Team
Redesigned enforcement tooling used by Pinterest agents who help to identify pins, boards and users who are in violation of our company guidelines. Reduced median handle time for user appeals by 58%
Designed content strike system, which led to a successful deactivation of 600,000 additional violative boards for adult content, self-harm, violence and more.
Led Amazon SSO integration, delivering ahead of schedule with zero disruption and earning exceptional partner feedback, setting a new benchmark for cross-company collaboration
Improved birthdate picker to reduce default selection errors (current month at time of signup). Reduced incorrect birth month selection from 16.7% → 3.7%
Duplicate accounts flow improvements reduced the number of users who churned from 65% to 23%
Email update completion rate: 90%+ of users complete the OTP flow when updating their email.
Proactively designed a “Search Advisory” ecosystem that included guiding principles, a set of flexible components, and user guidelines aimed at protecting users at a potentially vulnerable moment
Identity Team
Search advisory playbook and final designs
