PayPal Mexico “No Balance”
Overview
Due to changing 2019 regulations in Mexico, PayPal had to completely eliminate the concept of user account “balances.” To keep operating, PayPal needed to replace balances with an “automatic transfers” feature that instantly routed money to a linked bank account.
Our goal
The team's plan:
Conduct an audit to wipe out legacy "balance" terminology across all product experiences, Help Centers, and marketing.
Design net-new product flows to educate 2.8M consumers and 170k merchants about the change (my main focus).
Drive users without a linked bank account to connect one before the compliance due date.
My role
I collaborated with global content leadership, product teams, and Mexico’s legal team to design a conversational, empathetic content strategy. To keep users calm and compliant as the deadline approached, I mapped out a “traffic light” messaging framework that evolved from gentle reminders to urgent, clear calls to action. When collaborating with global partners, I advocated for a user-centric mindset at the heart of the experience, rather than relying on product-centric commands that could create friction.
Impact
My role in the PayPal Mexico “No Balance” initiative contributed to preserving PayPal’s business in Mexico, including ~3M merchant and consumer accountholders. By using content design to humanize a compliance-heavy experience, my work helped guide users to comply with regulatory changes (i.e. linking their banks to their accounts) and ultimately protect PayPal’s market presence in Mexico.
PayPal China Migration
Overview
To meet 2020 regulatory deadlines in China, PayPal had to migrate existing cross-border merchants to a newly compliant, localized platform. Our challenge: high-friction compliance requirements (e.g. re-verifying business information, updating linked bank accounts, and accepting new legal disclaimers) created a risk of merchants struggling to complete a series of mandatory changes by a strict deadline, potentially disrupting significant business between PayPal and Chinese merchant accountholders.
Our goal
Create end-to-end product content that seamlessly guides merchants through the migration while balancing user trust and business needs.
My role
As one of the lead content designers, I drove the content strategy and in-product content development for an end-to-end migration experience across mobile and surfaces including dashboard banners, alerts, tooltips, and emails.
I partnered with Legal, Compliance, Product, and Localization teams to align regulatory requirements within a user-centric PayPal Migration experience. Alongside Content Design leadership, I adapted to continuously changing requirements, including delivering two full end-to-end rewrites to incorporate new value propositions and changes in legal positioning, all while keeping the project on track for its launch deadline.
Impact
My role contributed to a new product experience that successfully guided merchants through complex, mandatory account updates without significant drop-off. My work also supported PayPal’s expansion in China, where it became the first foreign online payment provider.