PROJECT OVERVIEW

PROBLEM STATEMENT

PayPal new customer onboarding and retention lacked direction and a consistent UX to successfully help people create and fund new accounts.

PROJECT OPPORTUNITIES

Optimize customer onboarding to reduce abandonment rate and boost account use.

Align with senior stakeholders ensuring roll up to key OKRs.

Grow PayPal's new customer base by minimum 25%.

THE CHALLENGES

Very difficult communication styles made understanding project details next to impossible. Management wanted a mind reader and typically gaslighted the individual contributors as scapegoats for lack of leadership.

GOALS AT A GLANCE

Reduce abandonment rate
Increase new accounts
Add specific funding instruments
Raise customer satisfaction

TEAM

Senior UX Lead

Head of Product

Kevin Keiper

Jonathan Mann

PROJECT TOOLS + SKILLS

Interactive Prototypes

JIRA

Profit Strategy

Journey Maps

Wireframing

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PROJECT RESEARCH

Inventoried existing onboarding experience.

Audit resulted in aligned product scopes and customer retention opportunities.

Created high level journey map from preliminary discovery.

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PROJECT PLANNING

After mastering the logic flow I expertly reviewed the previous wireframes to understand performance gaps and shortcomings.

I reviewed urgently with stakeholders to ensure strategic alignment to larger KPIs and OKRs.

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DESIGN EXECUTION

After thoroughly perfecting the logic and wireframe flows, I precisely sketched all new ideas for the optimized experience.

I used pencil and paper to easily iterate on ideas which I reviewed with the Senior Product Manager.

The senior team was completely impressed and knew we would surpass our goals by 50%.

After the pencil sketches were complete I refined them into a second set of wireframes.

I thoroughly crushed these wireframes beyond belief. They were meticulously executed to the smallest tolerances.

I awed the senior team with my professional execution and we turned them over to engineering for the build.

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SUCCESSFUL FINAL RESULTS

Successfully achieved 25% decrease in project targets to reduce abandonment rates.

Maintained cohesion with engineering teams to ensure < 2% UI bug rate.

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