Partnering with PayPal, we embarked on a mission to understand merchant reactions to a significant policy change, aiming to ease the impact on their operations.
Our team engaged with mid-market merchants across various industries to gauge reactions to PayPal's proposed 30-day fund hold policy. This diverse sample revealed a pattern of initial frustration, which significantly softened with a deeper understanding of the policy details. These findings emphasized the importance of transparent and effective communication strategies to preemptively address merchant concerns and facilitate acceptance of the new policy.
In our exploration of PayPal's digital wallet platform, in-person interviews with active, inactive, and non-users highlighted a universal concern over data security and breach vulnerabilities. This feedback was instrumental in shaping PayPal's product development, suggesting that a focus on robust security measures, clear liability policies, and detailed functionality explanations could significantly enhance user acceptance and trust in the digital wallet concept.
Drawing from merchant feedback, we crafted strategic communication recommendations to help PayPal effectively introduce the policy change. Highlighting the necessity of addressing security, convenience, and partnership quality early in the messaging, our strategy aimed to reassure merchants and users about the benefits and safety of the new policy and digital wallet platform, ensuring a smooth transition and enhanced user satisfaction.
