KEVIN KEIPERkevin@kevinkeiper.com415 926 1935PRESENTATION PDFRESUMELINKEDIN
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Senior on-boarding Product Designer

PayPal
Dec 2014
Apr 2015

STORY BACKGROUND CONTEXT

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 SHITSHOW

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
  • 15%
  • 20%
  • 12%
  • 10%

TEAM

  • Senior UX Lead
  • Head of Product

PROJECT TOOLS + SKILLS

  • Interactive Prototypes
  • JIRA
  • Profit Strategy
  • Journey Maps
  • Wireframing

DESIGN RESEARCH PROCESS

Inventoried existing onboarding experience.

Audit resulted in aligned product scopes and customer retention opportunities.

Created high level journey map from preliminary discovery.

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.

DESIGN EXECUTION PROCESS

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.

After consulting with product team, engineering and designers, we arrived at a final product, which while having evolved since I was involved, remains faithful to the original intent of the project.

SUCCESSFUL OUTCOME SUMMARY

PROJECT ASSETS

Abandonment rate improvement

Net new consumer accounts

Net new funding instruments

Customer feedback improvement

  • 15%
  • 20%
  • 12%
  • 10%
KEVIN KEIPERkevin@kevinkeiper.com415 926 1935PRESENTATION PDFRESUMELINKED IN