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.