Core & Growth Areas @ Paypal
Global UX, Platforms Team
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My Product Portfolio:
International Markets - Growth
Global Consumer Regulations Changes
Data Security, Access & Privacy
Global Compliance & Risk
Design Process at PP - Platforms Team:
Prod Research + Objectives
UED (Research + UX + Content) = 18 members (my team)
Product NIAB
Key Projects:
1. RCM (B2B & B2C)
A Challenging project that tested the character:
"Resilience, Culture, Strategic-Partnership, Motivation & Craft"
Regulations clarity gap - Timelines
US, UK, IN, SG - Timezone & Partnership
Changes in the team
Domain alignments & Consistency
PRD/Context
Project Name: Tax Hold (PayPal & Venmo) - 1099k
As a part of the American Rescue Plan Act of 2021, the 1099K federal reporting threshold was reduced to receiving of $600 G&S (Goods & Services) transactions, with Backup withholding (BUW) liability at 24% in case TIN was not provided by users breaching the threshold
Problem:
IRS changed the reporting threshold for commercial receive money from 20,000$ --> 600$.
All users receiving >600$ via PayPal need to provide their tax ID
Lack of tax id results in their funds being placed on ”tax hold”
After a 60-day grace period to provide tax ID, PayPal deducts 24% from funds received and sends it to the IRS
Lowering of the 1099K threshold from 200 Goods & Services transactions and $20,000 gross TPV to $600 gross G&S TPV from TY 2022, would have a significant business impact on PayPal as illustrated.
Agreed Key Result:
100% TIN collection from users who are likely or have already breached USD 600 in G&S receipts
Clear & transparent communication to users on how much and why the money is being held
Contextual remediation at every touchpoint of money on-hold disclosures and repercussions of not remediating within a certain timeline
Easy comprehension of BUW deductions and the ability for impacted users to reconcile as well as remediate
My Role:
Vision, Design strategy X Research+ & Content+, Regulations Understanding, Roadmap
Critical decision priority X Type-1 & Type-2, Solutions & Timelines, Mentoring
Maintaining great partnerships in tough times X Infinite Calls, Back & Forth-loop
UCD & Process innovation (RCM) X Alignment with CXR, Influencing Timelines
Leading from front X Beyond capacity, switch NIAB people, Hands on-Craft
Solution and Top Feature List for PayPal & Venmo
Capability to Backup Withhold 24% of held transactions and release remaining funds based on priority of deduction
Currency conversion for non-USD BUW amount to be remitted to US-IRS for PayPal only
Refund and Reversal handling for BUW transaction
Real-time revalidation of Backup Withholding amount in case of refunds/ reversals
Real-time re-verification of policy enforcement to release policy-completed transactions from holds
Clawback capability for transactions on hold for Venmo only
Impact/Results:
Customer support Tax form Contact rate reduced from 27% in 2021/22 to 2.17% in 2023 **
~15X more tax forms to be sent to users with ease of Customer Experience & Building Trust
Overall tax efforts have helped avoid hiring of 350 contact ops agents (roughly USD 20M)
Pro-active collection of tax ids through multiple channels & educating users to prevent users from experiencing “tax holds” which reduces user efforts drastically(reducing GCS efforts)
2. Growth beyond borders
(India, Japan, Brazil, Mexico..)
My Role:
Design process, Alignment, and consistency
Optimize research process: Understanding users - different countries
Collab-Sessions (NIAB): Various methods
Influencing roadmap, Strategy, and Optimizing process
Testing, Insigths, CXR reviews, and Implementation
Objective: (International Markets)
Consumer: Launch new products to turbocharge PayPal's Japan consumer business and enable cross-border and domestic e-commerce growth
Agreed Key Result:
Consumer: Launch Paidy and land highly performant eKYC program with >50% end-to-end funnel from initiation to successful completion
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Objective:
Improve Branded experiences by driving installment usage & faster access to funds (MX)
Agreed Key Result:
Improve Auth Rates to 55.6% and reduce loss rates to 1.25 bps by partnering with risk teams
Outcome:
Process followed: PP- Platforms UX + NIAB
Achievement: Through MVP launch $24M
International Users Grouping
3. Global Data & Privacy
(Consumer & Enterprise)
Key Projects
Customer Effort Score, on Privacy customer exp, of >4 (out of 5)
Safeguard $85M. from Regulatory fines (ARC Privacy capital requirement)
Bring the Complaint-to-DSR ratio from 58% to less than 10%
Onboarding Venmo, Honey and Zettle on the DSR platform for DAR and ErasureUSD 1.1M Ops cost savings, USD 110M Ops cost abutment
...
4. Global Compliance & Risk
Key Projects Across Globe
Japan, Brazil, Southeast Asian countries, India, and Europe:
TID, eKYC/KYB, User identity, safety in TransactionsCrypto buying in multiple countries
CA Anti Money laundering, Transactions <999$
Successful onboarding of customers & maintaining their safety
- merchant/partners, consumers, enterprise
...
A few of my
Recognition & Rewards
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