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. Co-led solution discovery workshop
  2. Designed role overlap user experience
  3. Led usability studies and market research
  4. Analyzed program results

The team

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

Co-led the solution discovery workshop

Key result: Data collection policy standardization and simplification allowed the team to deliver a “role-overlap” innovation

Data collection and verification policy standardization and simplification allowed the team to deliver a role-overlap innovation
Dramatically improved user experience for KYC data collection

Designed the role overlap user experience

Key result: Launched a dramatically improved user experience for KYC data collection that increased completion rates by 21% relative to the control group

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

Program results

Key result: A 92% reduction in time-to-market enables PayPal to launch onboarding flows faster in new markets while ensuring compliance with local laws and regulations

Marvel program results