BackgroundAt the core of PayPal's payment processing sits a complex web of risk rules and algorithms that mitigate potential losses from risky transactions. Money from these flagged transactions can be held by PayPal until properly resolved, but at the same time starves small businesses of their critical cash flow. In 2018, there was a growing perception among PayPal merchants that these policies were too opaque, confusing and unfair.
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Goals
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“PayPal's risk policies are confusing and unfair”
“PayPal always sides with buyers during disputes”
“Holds have a real impact on cash flow”
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Problem Statement
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As a small business owner, I need easy and quick access to my money, without unfairly invoking risk policies that leave me feeling confused or short on cash.
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EXPERIENCE CONSIDERATIONS
We debated two approaches; a dashboard as a destination, or in context to the merchant's account summary.
PRODUCT NARRATIVE
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CONTENT VARIATIONS
To increase comprehension of the new benefit, I mapped the relevancy of content in this matrix of eligibility and scenarios.
Final Execution
Results
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Press Coverage
