About:
PayPal is a widely used online payment platform that facilitates secure transactions and money transfers.
Challenge:
Unclear fees, account linking and a confusing flow that reduced user confidence during P2P transactions.
Impact:
I reduced confusion, improved fee clarity, and increased users’ confidence in completing P2P transactions.
Role:
User research & analysis
UX and UI redesign
Design library kit
Usability testing
Industry:
FinTech
Time:
Oct 2024 – Nov 2024
Led to a marked increase in successful payment confirmations.
Decreased user exit during the process.
Resulting in a vastly more efficient user experience.
Boosted user satisfaction and confidence.
A single tweet sparked our journey to uncover if there’s a real issue with PayPal.
While PayPal is known for its simplicity and security, it struggles with limited guidance, challenges in linking bank accounts, unclear fees and conversion rates, and the risk of sending money to the wrong person. Additionally, the automated customer support provides little assistance.
People who’ve used PayPal for a few years want clear information about fees. They like it when the app is simple, fast, and helps them feel in control, especially when sending money abroad.
Users face unexpected friction that disrupts their flow and confidence. This creates hesitation and reduces their overall satisfaction, limiting engagement.
Two very different people face their own challenges and have unique needs. Their priorities reveal where real impact happens and what we should focus on.
Users are already trying to make things work with what’s available but they often feel stuck, frustrated, or let down.
PayPal’s peers face similar challenges!
some meet user needs with clarity, others fall short. These patterns reveal what users expect and where there’s room to do better.
The peers prioritize simplicity and transparency with intuitive navigation, clear information display, and multiple support options.
We looked at what existed and how others handled similar issues. From this, a clear question came up that helped us focus and think in new ways. It showed us a better path forward.
We focused on ideas that could make the biggest difference. Bringing different perspectives together helped us find the most valuable solutions faster.
We approached each challenge as a chance to think differently.
Simplifies this with categorized contacts, smart suggestions, and a dedicated filter for PayPal users, making the process seamless and stress-free.
A detailed summary shows live exchange rates, transparent fees, and the exact amount the recipient will receive; all before confirming the transaction.
Integrates card management into the wallet, allowing users to link bank accounts, manage payment methods, and update preferences effortlessly in just a few clicks.
A support system with instant chat access, categorized issues for faster navigation, and an intuitive help center that solves problems effortlessly.
Delivers real-time alerts with straightforward instructions, ensuring users are informed of any issues or missing steps, making the resolution process quick and easy.
The changes we made really improved what existed, and we felt we were getting closer to our goals. The transaction process now feels clearer, making the payment experience better.
Users showed us where things felt confusing or limiting. We made key changes that simplify actions, reduce friction, and better match what they need in the moment.
we were surprised by what users told us 🎉
Users are excited about the updates, feeling more confident, secure, and supported with PayPal’s latest improvements!
we were surprised by what users told us 🎉
Users are excited about the updates, feeling more confident, secure, and supported with PayPal’s latest improvements!
