PayPal

Launched a globally scalable “know your customer” solution

“Project Marvel” standardizes the KYC policy to reduce customer friction, software complexity and improves compliance.

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PayPal Project Marvel

Problem

18 compliance roles and non-standardized definitions result in unmanageable software complexity, manifesting in a poor customer experience and increasing operations costs.

Solution

“Project Marvel” standardizes the KYC policy to reduce customer friction, software complexity and improves compliance.

My role

  1. Led solution discovery workshop
  2. Designed role overlap user experience
  3. Led usability testing
  4. Led market research

The team

Cross-functional team with designers, CS&Ops, engineers, product, compliance, legal and more. Estimated size: 50 people.

Led the solution discovery workshop

Key result: Role overlap innovation

Role overlap innovation for Project Marvel
Role overlap innovation for Project Marvel

Designed the role overlap user experience

Key result: Dramatically improved user experience for KYC data collection

Led usability testing

Key result: Role overlap user experience and content improvements

Role overlap innovation for Project Marvel

Before usability testing

Shareholder declaration coupled with stakeholder data collection for all roles

Role overlap innovation for Project Marvel

After usability testing

Shareholder declaration coupled with shareholder data collection. This one-to-one relationship improved comprehension and improved data quality because data is collected for one role at a time

Improved comprehension

Key result: Reduced cognitive load

Before content testing