Designing Responsible Financial Experiences
Bringing clarity and care to sensitive UK customer journeys, from gambling-related restrictions to experiences supporting vulnerable customers.
Company
PayPal
Project
UK Gambling Block and Vulnerability Flow
Focus
UX Content Strategy, Responsible Design, Financial Wellbeing
Designing for meaningful customer outcomes
Designing for customer protection
Financial products need to support customers beyond everyday transactions, particularly when their circumstances call for greater protection or assistance.
At PayPal, I contributed to two UK initiatives addressing different customer needs: helping customers manage gambling-related transactions and creating ways for vulnerable customers to disclose their circumstances and find support.
Both experiences required sensitive, accessible communication that balanced customer needs, regulatory considerations, and product requirements.
UK Gambling Block
UK Vulnerability
A user-controlled feature enabling customers to block payments to gambling merchants. Turning off the block involves a three-day cool-off period before gambling transactions can resume.
A self-disclosure experience designed to help customers communicate their circumstances and explore relevant support options.
Clarity, care, and customer control
The content approach needed to support informed decisions while communicating sensitive information with empathy and precision.
Empathetic
Use respectful, nonjudgmental language when addressing personal circumstances.
Clear
Explain how features work, what customers can expect, and what happens next.
Empowering
Support customers in making informed decisions about their financial wellbeing.
Trustworthy
Communicate important restrictions, timelines, and support information transparently.
Two journeys. One human-centered approach.
Helping customers take control
The content approach needed to support informed decisions while communicating sensitive information with empathy and precision.
Discover the feature
Turn on the block
Turn off the block
Helping customers understand the purpose of the feature.
Making the action and its implications clear.
Setting transparent expectations before transactions can resume.
Creating space for customers to ask for support
The UK Vulnerability initiative focused on helping customers disclose circumstances that could affect their financial experience and access relevant support options.
Discover support
Helping customers recognize that support is available.
Share circumstance
Making sensitive disclosure understandable and approachable.
Explore support options
Connecting customer needs with relevant next steps.
