Designing a self-service privacy experience
PayPal
As privacy regulations evolved, PayPal set out to redesign how users manage their personal data. We created a self-service privacy platform where customers could independently access, manage, and control their data without relying on customer support.
Challenge
Managing personal data is a high-stakes experience. Users need to understand what data the company holds about them and why and what actions they can take. The challenge was to transform the complex info into a simple, self-service experience that balanced legal accuracy with usability.
Team
Legal and compliance teams, privacy watchdogs and regulators, product design, research, product managers, engineering, localisation and program managers.
What I did
Designed the end-to-end privacy experience
Created an experience with the team that helped customers to request their personal data, manage privacy preferences, update inaccurate information, and submit data deletion requests with confidence.
Simplified complex legal and regulatory concepts
Every piece of content was written to build trust, reduce uncertainty, and help users make informed decisions without overwhelming them with technical or regulatory language.
Built trust through transparent communication
Designed content that explained why information was being requested, how customer data would be used, expected processing times, and the outcomes of each request.
Collaborated across multiple disciplines
Led and conducted design workshops with the team to make sure the experience met regulatory obligations while remaining intuitive and accessible for customers.
Work
Outcome
We received great feedback from customers about the experience being easy to use and transparent. Plus, the regulatory authorities used our experience as the benchmark when speaking with other companies about enforcing the new regulations.
What I learned
When users are making decisions about their personal data, content must do more than explain - it must reassure, set expectations, and help people feel confident that they remain in control.
