SUBAH SHEKAR
Senior Content Designer at PayPal
At PayPal, I contribute to content design in the compliance domain. I've developed a playbook and content style guide to enhance communication. These tools focus on clarity, precision, and consistency in compliance-related content, aligning with brand guidelines. I'm enthusiastic about shaping effective content strategies and look forward to sharing my role in enhancing PayPal's compliance communication in my portfolio.
UK Gambling Block
The Gambling Block is a user-controlled feature that blocks payments to all gambling merchants when activated. When turned off, a three-day cool-off period prevents immediate gambling transactions. Designed to promote financial wellbeing, it empowers users to make mindful choices and reduce gambling-related harm through simple, secure banking controls.
Discovery
Turn on gambling block
Turn off gambling block
US Merchant Reimagined
We are launching a redesigned onboarding experience tailored for US merchants, with the goal of providing a smoother, more intuitive journey from sign-up to full activation.​
Our approach standardizes information gathering across the merchant lifecycle. This will enhance collaboration between teams, eliminate redundant requests for the same data, and streamline all onboarding steps with PayPal.​
By identifying the specific needs and business types of our users, this initiative will empower us to offer improved support and customized solutions for every merchant.​
Consolidated info collection screen - Account owner
Definition of roles
Add beneficial owners with prefill
Error message state
UK Vulnerability
Background
The UK Consumer Duty requires firms to proactively identify and support vulnerable customers, ensuring fair treatment and equitable outcomes for all customer groups. Organizations are encouraged to segment customers by vulnerabilities, both financial and non-financial, as well as by their needs, objectives, and product or service type. At PayPal, this means developing reporting and monitoring to pinpoint segments where vulnerable customers may be at risk of poorer outcomes, enabling tailored interventions and support.
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PayPal’s Approach
Regulatory feedback highlighted the need for PayPal to strengthen its processes for identifying and serving vulnerable users in the UK. In response, PayPal is building a self-disclosure flow allowing customers to safely report vulnerabilities. This data will connect to tailored support options and compliance dashboards, equipping teams to provide the right assistance. By the end of 2025, foundational capabilities—including self-reporting and improved disclosure tracking—will be delivered.
Discovery
Declare vulnerability
View support options
EU KYB Enhancements
We worked on improving the Know Your Business (KYB) flows for users. The big pain point for users was manually filling up stakeholder information within the business. Our solution was to incorporate a third party provider to help users view, edit, and delete extracted users before they finalise the complete list inclusive of executives, authorised signer, and shareholders.
SSN9 Experimentation
SSN9 Experimentation
We have observed a high drop rate within flows where users are expected to share their Social Security Number (SSN).
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We experimented with different versions of what we think users would want to hear to be able to share their SSN9 number without fear on the PayPal platform. We finalised on the version mentioned, and will be tracking the passthrough numbers for this screen to see if our content is effective in getting our customers to share their SSN9.
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Singpass Screens
Within the Singpass CIP/KYC processes, users choose to verify their identity manually, even though Singpass is easier, faster, and more secure.
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We worked on enhancing the user selection screen to make Singpass the recommended option via design and content.
India KYC
RBI guidelines required PayPal to ensure all existing and new users on PayPal are KYC compliance to start using our features.
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We built out end to end KYC experiences, customised to fit India's specific needs, including aadhaar verification through Digilocker and video verification.
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The complexity of the KYC flow made it more important for us to build out a user intuitive flow using simple and clear language.
Consumer KYC
Merchant business type selection
Merchant KYC
Light KYC - intent collection
