Designing a self-service privacy experience
PayPal
As privacy regulations evolved, PayPal reimagined how customers managed their personal data. We designed a self-service privacy experience that gave customers greater control while reducing reliance on customer support.
Challenge
Privacy is built on trust. Customers needed to understand what data PayPal held, why it was collected, and what actions they could take - all while navigating complex legal and regulatory requirements. The challenge was to make that experience simple, transparent, and reassuring.
Team
Legal and compliance teams, privacy watchdogs and regulators, product design, research, product managers, engineering, localisation and program managers.
Approach
Designed the end-to-end privacy experience
Designed the end-to-end experience for managing personal data, privacy preferences, data correction, and deletion requests.
Simplified regulatory complexity
Translated complex legal and regulatory requirements into clear, actionable guidance that customers could easily understand.
Built trust through transparency
Designed transparent communication that explained why information was requested, how data would be used, and what customers could expect throughout the process.
Aligned product and compliance
Facilitated collaboration across product, legal, compliance, and engineering to balance regulatory requirements with customer experience.
Work
Outcome
Customers described the experience as simple, transparent, and easy to use. The work also became a benchmark referenced by regulatory authorities when discussing privacy best practices with other organisations.
What I learned
Trust isn’t created through legal language - it’s created through clarity. This project reinforced that good content doesn’t just explain complex policies; it gives people confidence that they’re in control.
