From hackathon grand-prize winner, to roadmap...

 

A pair of smart young software developers approached me asking if I would work on a 2-day hackathon project together. They wanted to create a better checkout experience and had a couple ideas. After brainstorming together, I proposed a design that reduced friction for the user, integrated seamlessly with our One-Touch product offering, and was more personalized for both the user's experience and the partner's branded site it would live on.

After presenting our working concept live on an actual partner's site, Our VP of Product announced to the crowd that this looked to be the future of our checkout product. Two months later in a product review meeting at the executive level, my design was flashed on-screen as the next generation version, and slated for Q4 roadmap production. Legal has since patented our concept and design as well. 

 

Example of live working code on Amazon.com with OneTouch

Save smarter. Spend better.

 

From transactional to relationship-based engagement. Shift the product from features, towards insights. Move the focus from practical, towards habitual. One of the goals at the beginning of this project was to help transform behavior of users and grow engagement levels from an average of two times a month, to twice a day.

As design lead on the project, I had oversight and creative direction on the final deliverable and story of how Action Feed could be realized. Success would depend on 3 key factors: creating informed and empowered users; driving card use and engagement; and stimulating active money management.

 

Experience loop

This loop was designed to stimulate engagement based on a new card-model experience. 

There were 5 distinct card categories:

Concierge   Financial Status   Budget   Goal   Automation

Automation could drastically reduce friction, and increase engagement

Use context to encourage saving behaviors

Use context to encourage saving behaviors

A prototyping workshop that led to a redesign.

 

This hardware/software concept addresses part of the Global Consumer & Merchant Strategy on Expanding In-Store payments and experiences. An offering like this gives more payment options for both merchant and consumer and types of technologies employed.

“One device for all wireless and card payments lets customers choose the best method for them.”

 

Portal redesign to meet partners' needs.

 

For some customers, our merchant portal was just not cutting it. Our large enterprise partners—think Etsy, ebay, etc—are platforms where thousands of merchants host stores and have customers that purchase millions of dollars in goods daily. Their needs have always been different than that of a small or medium business. Since the split from ebay, PayPal can now focus on these larger new relationships and partnerships.

I led the redesign of our existing portal with help of a junior UX designer and patterns defined from our foundations and brand teams. This allows us to quickly sketch, build and test a complete site with over 40 unique pages in 3 months. These are partners that contribute to billions in revenue for PayPal, so they should have meaningful and desirable tools just like consumers have on the rest of our platform. 

 

Active insights. Smarter decisions.
Defining and designing Insights for Partners.

 

A big tool that Partners have been missing is a better lens into their business through data. In talking to our customers, we've heard things like "We have no clarity today about how our TPV and Revenue Share is distributed across North America and United Kingdom," or statements like "We want to slice-n-dice our TPV and Revenue Share numbers across Geography and Time, and drill-down to see the next level."

Our mission was to enable Partners to make data-driven business decisions based on insights provided by PayPal. From an internal business perspective, this would lead to: partner stickiness, revenue protection and growth, and competitive differentiation.

I managed a design team (UX designer, Content designer, and myself) to execute on the goals and requirements and met all deadlines for testing and development. Aside from oversight across all design tasks, I was responsible for much of the visual design direction.