B2B · LEAD CONTENT DESIGNER & LLM STRATEGIST · 2025–2026
PayPal World
PayPal World is a global platform that connects different digital wallets and payment systems into one network, so people and businesses can send and receive money quickly and easily – no matter which app they use or where they are in the world. In this role, I work end-to-end by leading both content design and content strategy.
Admin and participant portals
Problem
With the launch of PayPal World, partner wallets and PayPal admins needed a way to manage disputes across the network. They also needed real-time visibility into how the network, merchants, and transactions were performing.
Solution
Our team created two agentic portals to support the operational side of the PayPal World network. I joined as the sole content designer/strategist and built the content foundation from the ground up:
- Built PayPal World as an umbrella brand rooted in PayPal's core personality (simple, upbeat, and bold), with a strong emphasis on plain language and translatable content given our global, multilingual user base.
- Partnered with design on a hybrid UX model, balancing a structured dashboard UI with AI-guided workflows. I wrote all quick prompts, personalized by page context, and positioned the agent as a brand extension.
- The LLM content system defined trigger conditions, response frameworks, formatting rules, tone calibration, and governance standards. I partnered with engineering to translate strategy into system logic.
- Led a full accessibility audit for WCAG AA compliance, focused on language inclusivity for global audiences.
Impact
From day one, PayPal World began supporting 1M transactions every 24 hours across 115M merchants, with dispute SLA decreasing by 50%. The platform is currently piloting with UPI in India and WeChat in China.
PayPal World Product Experience Playbook
Problem
PayPal World was a brand new organization within the company. Everyone came in at the same time, so there was no established foundation for how we delivered product experiences – no processes, systems, or ways of working models. As we built our MVP, we saw misalignment, evolving requirements, and unclear ownership across teams.
Solution
After pilot, I led an initiative to diagnose those gaps, partnering with teams across the org through retrospectives and workshops. I created the PayPal World Product Experience Playbook – a full lifecycle operating model covering discovery through post-launch. It clarifies who needs to be involved and when, recommended collaboration at each stage, and what needs to be true before work moves forward. It also serves as a living archive of everything the team has produced.
Impact
The playbook was adopted org-wide after I presented it to senior leadership. It now serves as the source of truth for how the org delivers product experiences and has become an onboarding tool for new employees joining the org.
Note: All internal links have been removed, but the document still indicates where linked resources appear.
Check out the playbook →
Demo video for Global Fintech Fest (GFF)
In addition to leading content design, I also owned key aspects of the content strategy and narrative development for PayPal World, including shaping where and how the platform shows up in the market. GFF was one of our biggest targeted events, where PayPal's CEO, Alex Chriss, unveiled PayPal World to over 100,000 fintech professionals from around the globe.
Solution
I wrote the script for the demo video showcasing PayPal World's first integration with India's Unified Payments Interface (UPI), which enables customers to use UPI-connected digital wallets to pay merchants internationally while giving merchants access to new customers across partner networks.
