Paypal
Team: Chime Dolker, Robert Hill, Jessie Kronke
Time: 1.5 weeks
Paypal is an American multinational financial technology company operating an online payments system.
Problem: Current Paypal users aren’t aware of new features such as savings accounts and feel they lack a sense of security in their financial transactions through the app.
Solutions:
Re-design the chat assistant to be visible throughout different screens.
Design a new feature for users to learn about savings through engaging content in order to promote their savings accounts.
Responsibilities
UX Designer & Strategist
Market Research
User Research
User flows
Usability testing
Design iterations & prototyping
Business Goals
What are Paypal’s missions and values?
Mission
Values
Paypal’s mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
In working on this proposal, we have kept the company's values in mind throughout our process. Paypal’s core values- Inclusion, collaboration, innovation, and wellness have shaped our design thinking.
User Research l Survey Insights
What are our users needs?
of Paypal users were aware that they offer savings accounts.
Out of all the features users were not familiar with, savings accounts were the #1 feature users wanted to learn more about.
of users said that security was the most important factor to them when using a mobile payment app
Feature Inventory l Competitive + Comparative Analysis
What do our competitors and comparators offer?
While PayPal is an all-in-one mobile payment app, our competitors offer similar, but fewer features.
Currently, our users prefer to use our competitor's apps because their purpose is more obvious.
For this reason, any new feature added must be easily accessible to avoid information overload.
Educational resources (videos+articles)
Inviting and engaging visuals/content
Chat functionality (social aspect)
Videos (engaging and lengthens time on app)
Through user surveys and market research, we found that Venmo (although owned by Paypal) was our biggest direct competitor. Compared to most financial apps, their app is very easy to use and understand.
On the other side, a comparative company we can learn from is Facebook. They are an all-in-one mobile app that offers many features but still provide an easy to navigate platform.
User Persona
Who is our primary user?
Problem Statement
Kevin needs a secure and convenient way to manage his day-to-day finances so that he can focus on expanding his financial toolkit.
What challenges does our user have?
How might we?
How can we reframe our challenges into problem solving questions?
How might we re-design an app that makes it easier to browse/find features?
How might we clearly convey a sense of security with financial transactions?
How might we make learning about other financial features fun and easy?
User Flow l Paypal Assistant
What will be the flow of steps users will take with our re-design of this feature?
User Flow l Savings
What will be the flow of steps users will take with our new feature?
Wireframes l Mid-fidelity
How can we begin to design features that are convenient and engaging?
Usability Test Results
Were users able to get through the flow without issue?
Round 1
Round 2
Task 1
Use Paypal assistant to inquire about a hold
Task 2
Learn about savings accounts
Design Iterations
What key iterations did we make to the original Paypal app?
Final Prototype
Designed on Figma
Next Steps
What recommendations do we have if our design process is continued?
Further research regarding user's expectations of customer service and past experience with automated assistants
Iterate PayPal Assitant Icons and evaluate with A/B testing
UX writing consultation to determine tone achieves balance between current branding standards and goal to become more engaging