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PayPal
PayPal
A product redesign exploring how PayPal can optimize its user mobile experience by reducing friction.
A product redesign exploring how PayPal can optimize its user mobile experience by reducing friction.
Role
Product Designer
Team
Solo
Timeline
2 weeks
Skills
User Research, Prototyping, Product Design
Problem
PayPal’s prioritization of feature and promotion discovery impedes core feature functionality.
Key Moves:
Isolate points of friction
Identify novel features in the market
Problem
PayPal’s prioritization of feature and promotion discovery impedes core feature functionality.
Key Moves:
Isolate points of friction
Identify novel features in the market
Research
User Interviews
I conducted 7 user interviews, 4 with current PayPal users and 3 with users of competing apps, in order to understand public perception towards PayPal and existing pain points.
Questions
Questions
Existing PayPal users
Existing PayPal users
1.
1.
Walk me through the last time you used PayPal: go through each step and your goal.
Walk me through the last time you used PayPal: go through each step and your goal.
2.
2.
Which PayPal features do you use regularly, and which ones do you ignore?
Which PayPal features do you use regularly, and which ones do you ignore?
3.
3.
If you could add or change one thing about PayPal, what would it be?
If you could add or change one thing about PayPal, what would it be?
Competing App users
Competing App users
4.
4.
What app do you currently use for payments, and what made you choose it?
What app do you currently use for payments, and what made you choose it?
5.
5.
Walk me through how you typically send or receive money.
Walk me through how you typically send or receive money.
6.
6.
Is there anything that would make you switch to PayPal? What’s stopping you right now?
Is there anything that would make you switch to PayPal? What’s stopping you right now?
Takeaways
Takeaways
Users primarily rely on PayPal’s buyer and seller protection, global wire features, and money transfers.
Users primarily rely on PayPal’s buyer and seller protection, global wire features, and money transfers.
PayPal’s main competitors are Zelle, Venmo, and CashApp.
PayPal’s main competitors are Zelle, Venmo, and CashApp.
Pain points mentioned:
Frequent ads distract from the main purpose leading to more friction.
The interface is hard to figure out.
Transferring money internationally and converting currencies have high fees that sometimes feel hidden.
Prioritize a clear and consistent design system.
Pain points mentioned:
Frequent ads distract from the main purpose leading to more friction.
The interface is hard to figure out.
Transferring money internationally and converting currencies have high fees that sometimes feel hidden.
Prioritize a clear and consistent design system.
Competitive Analysis
Company
Company
Zelle
Zelle
Cashapp
Cashapp
Venmo
Venmo
Background
Background
Integrated directly into U.S. banking apps
Integrated directly into U.S. banking apps
Offers peer-to-peer payment service
Offers peer-to-peer payment service
Owned by PayPal
Owned by PayPal
Strengths
Strengths
Full integration means less barriers to adoption
Full integration means less barriers to adoption
Immediate clarity on core features
(3 nav tabs)
Immediate clarity on core features
(3 nav tabs)
Socially geared towards peer-to-peer transactions
Socially geared towards peer-to-peer transactions
Weaknesses
Weaknesses
No additional revenue streams + less brand image
No additional revenue streams + less brand image
Minimalist design limits discovery of secondary features
Minimalist design limits discovery of secondary features
Public feeds create privacy risks. No international payments.
Public feeds create privacy risks. No international payments.
Low Fidelity Designs
When brainstorming these designs, I took inspiration from a traditional wallet and the experience of pulling out cards. I also looked at how PayPal's competitors approached each feature uniquely.
Low Fidelity Designs
When brainstorming these designs, I took inspiration from a traditional wallet and the experience of pulling out cards. I also looked at how PayPal’s competitors approached each feature uniquely.
Final Prototype
For the final prototype, I focused on creating a clean and intuitive feel. I built off of the critique from my professor and made it more interactive as seen in the video prototype.
Final Prototype
For the final prototype, I focused on creating a clean and intuitive feel. I built off of the critique from my professor and made it more interactive as seen in the video prototype.
Reflection
This was my first foray into fintech and doing a whole app redesign. It taught me how to observe a brand's design and company principles. If I were to create my own brand, I would really lean into the social aspect of sending and receiving money, with emoticons, profile pictures, and reactions. I'd also try to make the stylistic theme more distinct. Overall, I learned a lot from this project and I'm grateful for the guidance from my RISD UI/UX class and Professor Lobbin Liu!
Reflection
This was my first foray into fintech and redesigning an app. It taught me how to observe a brand’s design and company principles. If I were to create my own brand, I would really lean into the social aspect of sending and receiving money, with emoticons, profile pictures, and reactions. I’d also try to make the stylistic theme more distinct. Overall, I learned a lot from this project and I’m grateful for the guidance from my RISD UI/UX class and Professor Lobbin Liu!
Thanks for coming. Let's work together!