Overview
Why informed consent matters
In an era where personal data powers everything from social media feeds to shopping recommendations, users are increasingly demanding transparency about how their info is collected and used. What was once buried in lengthy terms of service is now a critical part of the user experience and a key factor in building trust.
New German privacy regulations required PayPal to clearly explain how customer data powers personalized offers and ads. The stakes were high. Ad impressions drive significant revenue and effective communication could substantially boost engagement. Poor execution risked heavy fines and negative public backlash.
The core challenge extended beyond legal compliance. We needed to design a consent experience that genuinely informs users without overwhelming them with legal complexity. The solution required balancing transparency about data use while demonstrating authentic commitment to data stewardship.
My contribution
Content strategy
Regulatory change management
Product design
The team
1 content designer
2 product managers
1 product designer
1 UX researcher
2 legal partners
Year
2023
Process
Leading with strategic principles
Our team faced a tight, demanding timeline to release a compliant solution. I developed a set of content principles to help focus the team's design decisions.
Don't make me think
Users make decisions only as quickly as they can process information. Drawing from Steve Krug's classic usability principle, I prioritized clarity over cleverness in every piece of content.
Choose concrete examples over abstract concepts
Abstract concepts create barriers to understanding. I used specific, familiar language that connects to everyday experiences, making complex data practices immediately relatable and actionable.
Make the benefits clear without editorializing
Customers deserve honest, complete context to make informed decisions. Rather than using persuasive copy that might obscure details, I provided transparent explanations that present trade-offs without bias.
Outcomes and reflection
The team successfully launched my solution to German users following several rounds of usability testing. Post-launch metrics showed significant improvements in user comprehension and engagement:
86% of testing participants accurately described the nature of PayPal's data sharing in their own words after interacting with the updated prototype
The team reported a 7% reduction in customer opt-outs eight months post launch, indicating improved user comfort with the transparent approach
This project reinforced a lesson that clear explanations need equally clear presentation. Creating easily differentiated options with scannable content hierarchy had the biggest impact of user comprehension. Working closely with my product design partner was crucial to making sure the content and layout felt cohesive and uncomplicated.