PAYPAL CONSUMER EXPERIENCE
PayPal is a global payments platform that is available to people in more than 200 markets, allowing customers to get paid in more than 100 currencies, withdraw funds to their bank accounts in 56 currencies and hold balances in their PayPal accounts in 25 currencies.
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Transfer money to a bank account.
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Create and send invoices.
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Have easy access to your customers' information as well as contact them by phone, email or text.
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View transaction details and search for transactions.
UX design has absolutely a customer-centric approach most of the projects. What we’re doing is that we’re building the user’s confidence in our brand by providing them an environment where they can feel comfortable while navigating. How to do that? PayPal Web/App experience on this project Involved lot of design discussions and testing with users for pain points. In this project, I have used a simplified process includes-
keeping it simple Today with all the competition and advancements, very less time to impress customers by your web/App. It’s very important to make it intuitive and you always need to keep it simple and smooth.
Keeping information clean & clear Making sure to be transparent regarding the user’s information because be sure that in order to build trust and increase your credibility, it's important to make the user feels secure.
User testing. Put yourself in the user’s shoes. User testing will just make the team to pay attention to functions or options that were not thought about, and that will help in getting a better usability.
Always double checking There’s nothing worst than errors due to a lack of attention in design.
My Role & Process
For each feature phase, I went through cycles of requirements, consensus, approvals, detailed specs and handoffs.My process involved sketching and white‐boarding concepts and flows with my Product partner and then translating these directly into hi‐fidelity design comps.
Since I was working with many existing design patterns, it was relatively easy to move straight into hi‐fidelity designs and take that to the users.
What I was working on
Money Pool(Activity) was created to provide the millions of people who already use PayPal P2P with a more personalized and organized way to share expenses with more than one family member or friend for things like travel, gifts, celebrations and even recurring expenses like rent and utilities. Money Pools are not intended to facilitate fundraising for activities such as product development and organizers agree not to offer perks, rewards, or other incentives in return for contributions made to a Money Pool.
Create Deeper Relationships with Customers
Work with Teams
Worked very closely with product managers and Tech teams to understand requirements and business intent; with developers and testers to ensure everything is implemented according to the UX specifications; with stakeholders to defend the user experience and to move the needle in the right direction (what the user needs v.s. what the stakeholder wants). It’s never easy to be in the UXD’s shoes
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Competitive UX Benchmarking
We started outlining and going over what are the product goals that will drive revenue for the next release? capturing competitor insights that help establish clear design directions and making it more effective. collecting data-driven insights that help create a product that is superior and more innovative than the competitors’.
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Paper Prototype
Moderated, in-person tests are ideal for testing interactions and I started with it to understand what user think’s, by playing the role of the ‘human computer’, you’re able to walk your participant through your interactions, and did swap out the screens after users perform certain actions this helped a lot to test more options with the users in limited time. In this project a research perspective, testing in person allowed me to address lot questions or hesitations that users have during the session.
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User Testing
In a perfect world, usability testing is an iterative process that occurs several times throughout the development of an application. In PayPal project, I had an opportunity to test my designs with users at the very early stage of development.
Test early I had approached to finding and fixing problems early in the process which was much cheaper than doing so later on. I test often our designs in this project. We haven’t done this continuously, but in this, we have a multi-stage project on the go we had to continue testing this at every stage of the development.Having said that, we also had sometimes budgetary constraints preclude multiple rounds of usability testing. For the love of usability, we did it at least once! It's a small investment, and it's guaranteed to pay off.
No one has a crystal ball. Despite our best efforts to provide an intuitive and easy to use the site, sometimes customers will do (or think) something nobody expects.
Find out what users really do. Usability testing is designed to discover the real user experience – we found something that just can't be done by people who are intimately involved with the app we had to get some of the users who’s using competitive products.
Setting the Design Direction
Synthesizing goals from our research served as a lens through which we could consider not only what the app should do, but also how it should feel. We believed this would be the difference between delivering a good experience and a great one. Thinking about emotional design early on helped our client understand the importance of aesthetics and tone of voice to the experience.
