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.